The Easy-Step Method is locked

[RP7388]

I have had a number of issues in trying to complete the tax return. Usually, I try to connect to CRA My account to get all the information from them and enter it into the tax form. I tried to do that but it seemed to not have worked very well and did not pull in any slips. Then I used the forms method to enter in my T4 etc. and switched to easy step to complete the rest of the steps as I have done for the past decade. Now, I am unable to switch to Easy step and it is locked. When I select View>Easy Step Interview, the Easy Step Interview is grayed out and all of the options in the Easy Step navigation are also grayed out. I have shown a screenshot below. 

[TurboTax_Susan]

If you just continue through the introduction, then the menu should unlock when you get to the Income section.

[RP7388]

Hi Susan, 

There is no button to click next. I only have the "Back" button. 

[TurboTaxAniqua]

Please switch to easy step and start from beginning. Make sure that that software is up- to date. If you just continue through the introduction, then the menu should unlock when you get to the Income section.  

If issue still persists, we suggest you to contact our Product support team. They have access to tools we don't have here in Community, like screenshare to guide you through.

[user1320]

This doesn't work, any other suggestions?

[TurboTax_Susan]

@user1320 If you just continue through the introduction, then the menu should unlock when you get to the Income section. 

If that doesn't work, you may need to reinstall the software. You can download the current version of TurboTax Desktop edition here: Choose the current TurboTax Desktop edition you need (for Windows). 

[user1320]

I've uninstalled & reinstalled the software.  I've used Turbotax for over 10 years and have never had this issue

When reinstalling, it does not ask for the license code again

[TurboTax_Susan]

Please contact our phone support team as they will be able to assist you further.

[catherineaip]

I have the same issue.  I spent an hour on the phone with TurboTax Support with no resolution.  Support suggested I delete my return and start over.  Any updates on resolving this issue?  

[TurboTaxAniqua]

@catherineaip Check to see if TurboTax is up to date. Today, we put out new updates.

Please switch to the easy step and start from the beginning. Make sure that the software is up-to-date. If you just continue through the introduction, then the menu should unlock when you get to the Income section.

Product support says that if that doesn't work, you will have to start a new return.