Hi Chlim,

Goo morning. As there is no details of the product, based on provided details : 
a. If online, could be lagging internet connection
b. If downloadable software , it may have frozen screen 

Best way to deduce would be to connect with customer care. Please use the best options from page 
https://turbotax.community.intuit.ca/turbotax-support/en-ca/help-article/tax-return/contact-us/L1h8P... 

Hope this helps. Regards.