I tried to run pension optimizer and it timed out I close it and log out. When I log in it goes straight and runs the optimizer again. I am stuck in a loop. Help?

[jackiemines65]

It is very frustrating.  I did get an email saying I have a code and it is under investigation. My taxes are complicated and I do not want to start over. I too are waiting till later in April and I will buy another product.  But if they don’t fix this soon I will never use Turbo tax again after using it since doing taxes online was a thing.  Fingers crossed. 

[Bohcat]

Hello Moderator

I have the SAME exact issue on the French language side. I keep falling into a loop.

Seems that TurboIntuit is having this problem for OVER 2 months now - what's going on?

We NEED filing

I spent 1 hour + on thephone today to be told like everyone else that you are working on the problem.

Have you REALLY been working on this issue for 2 MONTHS wihtout fiding the solution???

Please get on this NOW !

What is your current ETA ?

thanks for the update, ASAP

[pamelasearle]

I am now moving to Wealth Simple’s tax filing program. 

Much easier to use, and cheaper. 

I put all my tax info (2-3 hours each time) into turbo tax 3 times on the “advice” of a "specialist" and decided the 4th time was going to be with a different program

I’ve used TurboTax since 2018, but to my delight, I found Wealth Simple much easier to use and comes up with the same result.

This problem will really cost them clients I think. 

[TurboTaxVeronique]

@Bohcat We do not have an exact ETA, but we were informed this issue should be fixed within the next couple of days.

I will inform you all, here in this thread.

Thank you for your patience.

[Drouseb]

Thanks very much Veronique for this update. I was almost done with my spousal joint return at the end of Feb when I ran into that issue.  I am patiently waiting as I already spent the ~$100 for that return and not mentally ready (yet) to migrate all my data to another platform, and my return is super complex and took me a long time to enter.  I hope there will some justification or explanation as to why it took such a long time to come to resolution. I am waiting on a large sum back from CRA and it’s very unfortunate that I am waiting weeks and months.

Thanks again for your update, it is much appreciated.

[Drouseb]

@TurboTaxVeronique   I received an email saying the issue was fixed, and to take a few steps to ensure the errors are not on my end anymore.  Email I received quoted investigation INV32616 if this helps anyone still having the issue after the "fix".

FYI I updated my TurboTax iPhone app to the latest version, logged in, and open the return that was previously stuck on the optimizer.  The app spends 2-3 minutes "loading information" then the app either stops working altogether by giving me a white blank screen with the enclosed error message, or just crashes.  Running iPhone 13 pro max iOS version 18.3.2. (There is an 18.4 version available right now but I don't want to upgrade yet to that one)

Exact same behavior and results on the iPad application that has been updated to the latest version. Running iPad Pro 2nd gen (12.9in) with iOS version 17.7.6 (highest that I can upgrade to this morning; v17.7.5 gave me same error).

Same behavior on my HP laptop Windows 11 and MS browser that had a recent update on everything.  So I updated Win 11 to the most recent build 24H2 and the cumulative updates. I updated MS Edge browser 64-bit build 135.0.3179.73 (latest upgrade).  Every time I open the joint return that was stuck on the optimizer, the request times out and gives me error HTTP 504.  Shows that I am logged in to URL ww1.2024.ca.turbotaxonline.intuit.com when I get the error. I have rebooted twice, as I said reinstalled and updated software/OS and flushed all cache, history, everything to start fresh.

Please advise ASAP. I have been waiting since February for that issue to be fixed and was planning on filing this weekend. My taxes are complicated, if this is not fixed by next week I am switching to another product. This is very unfortunate as I have been a loyal TurboTax client since your first year offering that product.

[TurboTaxVeronique]

@Bohcat You are right! An email was sent to all customers who were added to this investigation. The fix should unblock existing returns. So, you shouldn't have the issue.

Can you please try this:

• Log in to your account from an Internet browser (instead of the mobile app) - use Chrome or Edge, preferably 
• Open the return
• If you are still stuck, can you please go back to the main page (where you have all the returns), copy the return, and try again.

Let me know if you are still experiencing this issue.
 

Thank you for your patience.

[Drouseb]

Hello Moderator/@TurboTaxVeronique ,

I tried everything suggested and still having the same timing out issues, on the laptop Win11, iPadiOS17 and iPhoneiOS18.

FYI I registered on Wealthsimple Tax earlier today and started to enter some of my data in that online platform.  I must agree with another community member who posted earlier on this thread that WS is streamlined, not bloated, and free, even for more complex tax situation.  It's too bad because I have been with Intuit TT for many many years and whatever happened with TT this year is weird -- like many/most data entry is a new pop-up window or link, feels very sluggish, interface completely changed and it makes it hard to navigate to any point of the return like previous years.  Perhaps worse to me is everything I want to do is now being charged.  I started at about $20 a return and it quickly bubbled upwards, for forms that all used to be free/accessible. Every company has its business model I guess.

[TurboTaxVeronique]

@Drouseb We are sorry to hear you still experiencing this issue with the optimizer. You also tried the suggestion of making a copy the return?

I have shared this information with the proper TurboTax team.

Thank you,
 

[Drouseb]

Thanks @TurboTaxVeronique 

No, it has not been resolved and I tried everything proposed last Monday as mentioned in my last post.  
I completed and Netfile’d all my 4 returns this morning in WealthSimple since I had not heard back from Intuit or anyone else.  I will be calling (again) customer support for a full refund and to try to understand what’s going on this year.

Good luck to everyone else, I hope things have been resolved for you. I am no longer a TurboTax user.

SJD