TurboTax FAQ
TurboTax FAQ
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TurboTax Self Diagnostic Tool for Windows Installation Assistance

The Windows Environment Scanner tool is used to help troubleshoot any potential issues with installing TurboTax onto a Windows system. This tool checks eight areas within Windows that if not set properly will most likely cause the installation of TurboTax to fail. This article will cover the following:

  1. How to download the tool
  2. How to install it on your machine
  3. How to use the tool and collect logs

1: Download the Tool

Please click here to download the tool.

2: Install the TurboTax Self Diagnostics Tool for Windows

Please follow the following steps to install the TurboTax Self Diagnostics Tool for Windows:

  1. Open your file library
  2. Click Downloads in the left window pane
  3. Right-Click the TurboTaxSelfDiagnosticsTool.exe and select Run as Administrator
  4. Click Yes in the User Access Control
  5. The program will launch and is ready to be used

3: Using the TurboTax Self Diagnostic Tool

The TurboTax Self Diagnostic tool is designed to assist the installation of TurboTax in the event that errors occurred during installation. This tool will scan eight areas that we believe could cause TurboTax to fail if certain criteria are not met. This tool makes it easier for customers to see these areas and fix them before attempting to install TurboTax again. Please note that it is very important to run this application as an administrator otherwise, many of these areas will fail. 

MsiExec.exe Check

MsiExec.exe is one of the primary services Windows uses to install programs. If this service is running and active, it can be an indicator that another program is installing in the background and will not allow TurboTax to install until it is done installing the other programs. A common program that uses MsiExec.exe is Windows Updates.

When clicking on "Run Check" this section will have one of two results:

  1. "Success - MsiExec.exe is not running." If this result is displayed, please continue to the next check.
  2. "Failure - MsiExec.exe is running try to stop it and begin installation." Make sure that no other installation is currently running, like Windows Updates. Please follow this FAQ SLN12406 to troubleshoot the issue.

IntuitUpdateService.exe Check

 IntuitUpdateService.exe is a service that allows TurboTax to update. If this service is running than there is a possibility that the TurboTax Installer will be interrupted causing the install to fail.

When clicking on "Run Check" this section will have one of two results:

  1. "Success - The Intuit updater is not running." If this result is displayed, please continue to the next check.
  2. "Failure - Intuit updater is running, please close it before installing." 

If this result is displayed, please follow these procedures to stop the Intuit Updater Service. 

  1. Right-Click on the Task Bar
  2. Select Task Manager
  3. Click More Details
  4. Click the Processes Tab
  5. Find Intuit Update Service (32-bit)
  6. Right-Click the process and select End Process.

Program Files (x86) Permissions

 The directory c:/ProgramFiles(x86)/ is the folder location in your computer's hard drive where all 32-bit based programs are installed to in Windows. If your profile does not have permission to write to this directory you will not be able to install TurboTax to this folder location.

When clicking "Run Check" this section will have one of two results:

  1. "Success - TurboTax Installation directory has write capability." If this result is displayed, please continue to the next check.
  2. "Failure - Please use a different installation directory."

Please follow these steps install TurboTax to another directory:

  1. Open your File Library
  2. Click on This PC
  3. Double-click Local DIsk (C:) to enter folder
  4. Click the Home Tab
  5. Click New Folder
  6. Name the folder TurboTax
  7. Run your installation disk or download again
  8. Run the TurboTax Installation as an administrator
  9. On the "Welcome to TurboTax" screen click Next
  10. Click  I Agree to accept TurboTax terms
  11. Click Change
  12. Click Change Location
  13. Navigate to C:/TurboTax
  14. Click Next
  15. Click Install

ProgramData Permissions

The directory c:/ProgramData/ is the folder location in your computer's hard drive where most programs will write data pertinent to that program. If your profile does not have permission to write to this directory you will not be able to install TurboTax to this folder location.

When clicking "Run Check" this section will have one of two results:

  1. "Success - TurboTax has permission to write to programdata." If this result is displayed, please continue to the next check.
  2. "Failure - No access to write in programdata. Please run as administrator.

Please complete the following to run TurboTax as an administrator:

If you have a download:

  1. Find the downloaded TurboTax Folder
  2. Right-Click the folder
  3. Select Run as Administrator
  4. Click Yes in the User Access Control
  5. The program will now run as an administrator.

If you have a CD:

  1. Insert the TurboTax 2015 CD into your CD-Rom drive
  2. Open the file library
  3. Click This PC
  4. Right-Click the DVD Drive (D:) drive
  5. Click open
  6. Right-Click Setup.exe
  7. Select Run as an Administrator
  8. Select Yes on the User Access Control

AppData Permissions

The directory c:/Users/(username)/appdata/roaming is the folder location in your computer's hard drive where most programs will write data pertinent to the user data for that program. If your profile does not have permission to write to this directory you will not be able to install TurboTax to this folder location.

When clicking "Run Check" this section will have one of two results:

  1. "Success - TurboTax has permission to write to appdata." If this result is displayed, please continue to the next check.
  2. "Failure - No access to write in app data. Please run as administrator and/or change permissions to AppData.

 

Please complete the following to run TurboTax as an administrator:

If you have a download:

  1. Find the downloaded TurboTax Folder
  2. Right-Click the folder
  3. Select Run as Administrator
  4. Click Yes in the User Access Control
  5. The program will now run as an administrator.

If you have a CD:

  1. Insert the TurboTax 2015 CD into your CD-Rom drive
  2. Open the file library
  3. Click This PC
  4. Right-Click the DVD Drive (D:) drive
  5. Click open
  6. Right-Click Setup.exe
  7. Select Run as an Administrator
  8. Select Yes on the User Access Control

If running TurboTax as an administrator does not work, please follow these steps to change the permissions to the AppData folder;

  1. Open your File Library
  2. Click on This PC
  3. Double-click Local DIsk (C:) to enter folder
  4. Click the View Tab
  5. Check Hidden Items in the Show/Hide section of the ribbon
  6. The ProgramData folder will appear
  7. Right-Click the ProgramData folder and select Properties
  8. Click the Security Tab in the properties window
  9. Click Edit to change permissions
  10. In the newly popped up window, under Group or user names select SYSTEM
  11. Check the Allow Box next to Full Control to give full permissions to SYSTEM
  12. Click OK in Permissions for ProgramData Window
  13. Click OK in the ProgramData Properties Window to exit.

Temp Folder Count

 The directory C:/users/(username)/appdata/local/temp is the folder location where program files will be written to when extracting to the computer. Once the program is extracted to this location the computer will install from this copy of the program. If the number of files in this folder are greater than 64,000 then the program will not write files to this location and the installation will fail.

To clear your Temp Folder please complete the following:

  1. Open your File Library
  2. Type %temp% in the search bar
  3. Press Enter
  4. Click the Home tab and click Select All
  5. Press the backspace key to delete the files and folders
  6. If all files and folders do not delete that is Ok
  7. Please attempt to re-install TurboTax.

Anti-Virus Running

 Some anti-virus software will block the installation of TurboTax. Click "Run" to see what anti-virus program you are using. If you are using an anti-virus that is blocking TurboTax it is best to disable the anti-virus program temporarily so you can install TurboTax. For more information on how to disable your Virus-Protection please click GEN12354.

Check for Administrator Rights

Administrator rights are required in order to install TurboTax. If the user does not have administrator rights to install TurboTax onto their machine the install will fail.

When clicking on "Run" this section will have one of Two results:

  1. "Success - user is an administrator." If this result is displayed, please attempt to re-install TurboTax.
  2. "Failure - User is not an administrator." 

To check your administrator rights please click GEN12566.

Please complete the following to run TurboTax as an administrator:

If you have a download:

  1. Find the downloaded TurboTax Folder
  2. Right-Click the folder
  3. Select Run as Administrator
  4. Click Yes in the User Access Control
  5. The program will now run as an administrator.

If you have a CD:

  1. Insert the TurboTax 2015 CD into your CD-Rom drive
  2. Open the file library
  3. Click This PC
  4. Right-Click the DVD Drive (D:) drive
  5. Click open
  6. Right-Click Setup.exe
  7. Select Run as an Administrator
  8. Select Yes on the User Access Control

 


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