If you select the Transmit my return now button, and it doesn't seem to be working, the most likely source of the problem is “cookies,” little pieces of code that are sent to your browser so we can personalize your experience.
- If you've enabled pop-up blocking in your web browser, please turn it off and try again
- If it's still not working, try again using a different web browser. (For example, if you're using Chrome, try using Explorer or Safari instead)
- If those suggestions didn't help, try going back to your first browser and delete cookies
(Please be aware that other sites use cookies too, and if you delete them, it could interfere with how those sites work.)
What if you don't see anything after it says "please complete the action below"?
What you should be seeing is a "captcha," screen, which helps prevent fraud by asking you to identify pictures before you can proceed.
Try steps 2 and 3 above, which should fix the problem.
What if that didn't work?
First, rule out that it isn't something else:
- Double-check that all your equipment is tightly connected and has fresh batteries. Sometimes the answer is that simple (hopefully).
- If you didn't select Transmit my return now, you don't have a transmission issue. Rather, your return can't be e-filed for another reason. TurboTax will let you know why.
- If the status of your return is pending or rejected, you don't have a transmission issue either, because your return made it to our Electronic Filing Center and/or the IRS/state agency.
If those don't apply, you've got a transmission issue. If you follow the instructions in the next sections, you should be able to diagnose and fix it.
Are you using a wireless or wired connection?
If you're using a wireless connection, that may be the source of the problem. Try to switch to a wired broadband connection, if one is available. If that's not an option, try these steps:
- Open a new browser tab or window and try visiting a site you haven't visited before.
- If you can't access the other site, try restarting your wireless router.
- If that didn't help, turn off your computer, your router, and your modem, in that order. After a minute, turn your modem back on. Wait another minute, then turn on your router, and finally your computer.
Generally, that should solve your issue. If it doesn't, please keep reading.
Have you reset your modem and router?
Try resetting your modem (and router, if you have one). This often resolves problems where the program locks up or "freezes" during e-filing.
- Shut down your computer and any other devices connected to your modem.
- Unplug or turn off your modem (and router, if you have one).
- Wait 15-30 seconds so that the hardware has time to completely cycle down.
- Plug in or turn on the modem first. Allow the lights to turn on until the "ready" or "online" light is flickering—your hardware may vary.
- Once the modem is ready, plug in or turn on your router if you have one. Again, wait until the lights indicate that it is powered up, detected the network, and that it is in a "ready" status.
- Restart your computer, reopen TurboTax, and try e-filing again.
Advanced troubleshooting
If the troubleshooting steps above didn't help, try the steps below:
- Scroll down to Related Information below to see if your error is listed.
- Check your internet connection and home router connection. Are you able to visit other sites?
- Try e-filing during off hours, such as early in the morning. Peak e-filing periods (evening hours in mid- to late January and again in mid-April) sometimes contribute to transmission errors.
TurboTax Online:
- If you're using an older browser, update it to the latest version, or try signing in and e-filing with a different browser.
TurboTax CD/Download:
- Close all programs except TurboTax, including virus protection, download accelerators, and any other programs running in the background.
- (Windows-only) E-file your return in Selective Startup Mode (this only helps when e-filing over a wired broadband connection).
If you can’t e-file no matter what, you can still print and mail your return
