TurboTax crashes upon launch after update

[pjaquette70]

I have been using TurboTax Home & Business 2019 (download program) fine until the update of February 6. After I said yes to the update, TurboTax will now launch but then crash (the window closes) shortly after the program launches. I spent about 2 1/2 hours on the phone with TurboTax support. We uninstalled and reinstalled the program a couple of times. At their suggestion, I purchased another copy of TurboTax and installed it on my computer. Same problem - the program crashes shortly after launch. I was able to install the program on a different computer and it runs fine on that computer (both computers running Windows 10). More troubling, my TurboTax Home & Business 2018 program, which had been running fine, now crashes upon launch, too.

Interestingly, TurboTax Business 2019 runs fine.

Any suggestions? 

[DonnaLO]

If you continue to have problems please contact Technical Support using this form: 

 https://support.turbotax.intuit.com/contact/ 

[pjaquette70]

I have spent another 1 1/2 hours on the phone with TurboTax support and they have been unable to help me fix this problem. They have had me uninstall all other TurboTax programs, including TurboTax Business. I've uninstalled TurboTax Home & Business 2019 at least twice. Nothing seems to work. TurboTax support has been no help at all, as well as consuming at least 4 hours of my time trying to fix the problem. 

[skunkhammer]

Tech support isn't working at that link.  I keep getting the message to wait or disconnect. My problem with Turbo H&B 2019 Windows download is I can't fill out my various 1099's. If I search for the forms the program hangs. If I try to connect with Intuit to access my banking institutions the program shuts down and closes. On reboot the program tries to recover the files. 

[JakailaLO]

Please see the answer posted above by DonnaLO

[HEAVY1TWO]

my software will not open my taxes. trying to  see a 1099 to print, unable to do anything... crashed before critical update and after update. have already spent hours on phone with support...  i have employee waiting on 1099

[BrandiLO]

I understand you have already spoken with customer care, but since we do not have a way to see your screen here, this situation will be best handled by contacting customer care. Please click here for directions. 

[rabbitman7]

Many people seem to be having this same problem, and being on the phone for hours is not an option for me since I'm expatriated to Singapore and there is NO support for international 800 numbers or  non-US call-back.

Intuit is doing some very dubious software practices involving Java, and they need to cut it out. I've never seen a program for a Mac that crashes instantly, vanishing from the active processes without a trace. There is no way to debug the problem because the program is only active for less than a second.

[lordoftheterps]

did anyone ever find a solution. i have spent 30 hours trying to get turbo tax business to stop crashing. it started when i paid for my Wisconsin S corp . We have uninstalled installed.. on 2 computers - same thing. have tried redoing the same return 4 times, and yet it crashes every time we get to state. it also says forms are not available - all forms should be available. going insane.

[pvanamst]

I had the same issue with the 2020 version of TurboTax on a MacBook Pro running MacOs Big Sur 11.2.

Try to:

1 - Create a new user account on your Mac and run Turbotax from that account. If that works, there is some corruption with the old account that you used on the Mac.

2 - I resolved this by deleting all files under ~/Library/Caches/KSCrash/TurboTax

Subsequently I was able to startup TurboTax 2020 with no issues.

The log under ~/Library/logs/com.intuit.turbotax/2020/*log will show:

2021-02-02 22:09:29.314 TurboTax 2020[6918:240595] error creating directory: Error Domain=NSCocoaErrorDomain Code=513 "You don’t have permission to save the file “ZipFiles” in the folder “KSCrash”." UserInfo={NSFilePath=file:///Users/pvanamstv2/Library/Caches/KSCrash/ZipFiles, NSUnderlyingError=[phone number removed]90 {Error Domain=NSPOSIXErrorDomain Code=13 "Permission denied"}}

2021-02-02 22:09:29.330 TurboTax 2020[6918:240595] [Crashlytics] Version 3.9.3 (128)

2021-02-02 22:09:29.367 TurboTax 2020[6918:240595] EngineUpdate - setSparkleDefaults entered

2021-02-02 22:09:29.368 TurboTax 2020[6918:240595] EngineUpdate - startAnESDAppUpdateCheck - SKUName - premier, Product Year - 2020, Current Version - [phone number removed]

2021-02-02 22:09:29.483 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.512 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.518 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.533 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.541 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.544 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.548 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.551 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.554 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.556 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.558 TurboTax 2020[6918:240595] ESD:Validating xml Signature...

2021-02-02 22:09:29.562 TurboTax 2020[6918:240595] EngineUpdate - 10 packages info recieved from ESD

2021-02-02 22:09:29.562 TurboTax 2020[6918:240595] EngineUpdate - TTMac product is already up-to-date to version [phone number removed]

2021-02-02 22:09:29.691 TurboTax 2020[6918:240595] Terminate called after uncaught c++ exception:

0   TurboTax 2020                       [phone number removed]a5f97b PrintStackAndTerminateOnUncaughtCPPException + 59

1   KSCrash                             [phone number removed]c99e10 _ZL21CPPExceptionTerminatev + 86

2   TurboTax 2020                       [phone number removed]206319 _ZL19CLSTerminateHandlerv + 360

3   libc++abi.dylib                     0x00007fff203f9847 _ZSt11__terminatePFvvE + 8

4   libc++abi.dylib                     0x00007fff203f97e9 _ZSt9terminatev + 41

etc, etc.

Deleting the directory and will files under step 2 resolved this issue for me. I spent 4 hours on the phone with TurboTax support and they were of no help at all

[jerryu1]

the reply above about removing the fie in the library log string worked perfectly.  The only problem I had to contact someone about was finding that particular library file.  I had to ask my daughter and she told me to click the "go" on the top left of the screen (make sure finder is selected first) then "go to folder" down the list and type  in or copy and paste the line in the post starting with the "~" (making sure to include it). and it works fine.

[jvinsf]

Encountered the same issue on my MacBookPro MacOS Big Sur Version 11.3 Beta (20E5172i) running TurboTax Basic 2020 app ver 2020.r16.037.

Had already completed and successfully filed my Federal Tax 2020 Return electronically a few days before, took the latest update, and tried to check my E-File Status. After checking, I closed TurboTax and a day later tried to launch to check E-File Status again. That's when I started getting the crashes upon launch of TurboTax.

I too spent many hours trying to track the crash down, but because it happened upon launch there was no way to really track what was going on, and also could not save a crash report to send off to TurboTax tech support.

However, when searching with Google I found the comments from pvanamst to be most useful. Following the instructions in Step 2 (deleting all files under ~/Library/Caches/KSCrash/TurboTax) resolved the issue. I was able to then launch TurboTax Basic 2020 without crashing.

THANK YOU pvanamst for your research and posting your resolution to the crash issue. Most appreciative!

[TiffanyL]

Thank you for sharing this information. It is our desire to find a resolution for you and others that might be having a similar experience in the program.

[pvanamst]

Glad the post was of help.. I think Intuit still needs to log this as a bug and fix the root cause of the crash.

[CarissaM]

We appreciate feedback from our Community, as sometimes it's this feedback which helps us isolate concerns to produce a better product experience.

@pvanamst Was great in sharing the answer to the issue at hand.