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Help Centre

SOLVEDby TurboTax3Updated March 11, 2022

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In this high-tech and digital world, sometimes technology doesn't quite cooperate the way we'd like it to. Some users may experience error messages, or encounter other obstacles during the process of filing their tax return.

We want you to know that we're aware of these issues, and our teams are working urgently to fix them as quickly as possible. We'll also inform you of any problems or errors that we become aware of through third party sites (such as the CRA or Microsoft), and will provide guidance and direction when required.

Please continue to check back for any updates, and refer to the list of known issues here for resolutions and additional information.

TurboTax CD/Download

If you purchased TurboTax on CD and it won’t install, please use this link to download and install TurboTax CD/Download. To complete the installation, you’ll need the license code from your CD envelope.

If you’re not seeing the welcome screen after installing TurboTax, you may be experiencing a Windows Installer or .NET Framework error. To solve this problem:

  1. Go to the Microsoft download centre page and download the Visual C++ Redistributable for Visual Studio 2015 packages to install the run-time components required to run the TurboTax software
  2. Re-launch TurboTax CD/Download

For more information on how to troubleshoot common Windows-based computer issues, visit this Microsoft article on How to troubleshoot problems that may occur when you install, uninstall, or upgrade a program on a Windows-based computer.

If you get a blank screen instead of the activation window, you may have a DPI (Dots per inch) issue. Here’s what you need to do:

  1. Open the Windows Display Settings on your system
  2. Locate the Scale and Layout section, and change the size of text, apps, and other items to 100%
  3. In the Resolution box, select a resolution that's lower than its current setting. For example, if the resolution is set to 2048 x 1152, choose 1920 x 1080

If changing the DPI (Dots per inch) doesn’t fix the problem, try this:

  1. On your Windows (C:) drive, go to ProgramDataIntuit Canadatt2021
  2. Locate the TTConfig.ini file and double-click to open it. A window opens
  3. Locate ICPContingency=0, then change the 0 to a 1 and save your changes
  4. Launch TurboTax. A window with the message An unexpected error occurred while activating the product appears
  5. Select Activate Outside. The activation window will open in your default browser (such as Chrome, Firefox, or Edge)
  6. Enter your 16-digit license code to activate the TurboTax software (make sure you’re using the licence code provided for TurboTax CD/Download)
  7. A window will pop up with the message Looks like you have activated your product

If you're blocked after entering your 16-digit licence code, you may be experiencing a looping issue. Here’s how to fix it:

Domain Name System (DNS) issue:

This usually occurs when an Internet Service Provider (ISP) won’t allow the user to connect to the activation server. When this looping issue arises, you'll see a window with the message Host not found.

To fix this problem, try restarting your router, then relaunch TurboTax. If restarting your router doesn’t solve the problem, try connecting to a different mobile hotspot.

Invalid license code:

If you've inadvertently entered a TurboTax Online licence code into TurboTax CD/Download, you'll receive an invalid licence code message. Make sure you’re using the licence code provided in your CD envelope upon purchase of TurboTax CD/Download.

If you need further help, you can contact us or visit our TurboTax Support website.

TurboTax Online

No known issues at this time

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