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Turbo Tax Deluxe 2021 Won't Install

Forum|Forum|4 years ago
December 27, 2021
20 replies
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Install exe downloaded from Amazon extracts but won't install. I've tried everything I could find on TT support and via Google searches, to no avail. Details:

- Windows 10 Pro, version 21H2, build [removed], 16 GB RAM, 230 GB disk space available, GB fiber Internet connection

- Anti-virus and firewall disabled (Windows Security)

- Ran sfc and dism - no errors found or fixed

- Ran anti-virus full scan - no threats found

- Ran downloaded exe as admin (no other apps running), files were extracted, C:\ProgramData\Intuit\TurboTax\MSI\TY21 directory and 20211227_TTINSTALLER.log file created (shows no other instance; locking now), then nothing

- Ran extracted setup.exe from %TEMP% as admin, got the standard UAC prompt, then nothing

- Ran extracted TurboTax 2021 Installer.exe from %TEMP% as admin, got the standard UAC prompt, then nothing

- Tried selective startup with all non-Microsoft services disabled, repeated prior install attempts, additional files created in MSI\TY21 directory (no errors recorded), just UAC prompt, then nothing.

- Added download, setup, and installer exes as exclusions in anti-virus and firewall settings, tried again, no change in results.

- Tried all the above with a new download via Chrome, same results.

- Tried all the above with a new download via Edge, same results.

- No errors in Event Viewer appear to be related to the install attempts.

- Have had no problems installing any other software on my PC.

Hoped to contact support by phone, but web page says they're closed - open 5-5 Pacific, which is 7-7 my time. It was about 2:00 on a Monday when I checked, so I feel like I just set a $50 bill on fire.

Download & Install

Best answer by Rip in Franklin

Solved, but via something I've not seen in other posts or when Google searching, so hope this helps others. I made two changes I hadn't seen previously. I don't honestly know if both are required, but doing both resulted in a successful install.

The downloaded installer extracts to the folder specified in the user's TEMP or TMP environment variable. These are usually set to the AppData\Local\Temp folder in the user profile (i.e., %USERPROFILE%\AppData\Local\Temp). I'm not sure why, perhaps something in later versions of Windows, but installing from this location after the initial extract doesn't work. I created a TEMP folder off the root of my primary disk drive (C:\Temp). The new folder has different security settings than the default temp folder, which may be the issue and suggests an alternative solution. In any case, attempting to install from the downloaded exe after changing the TEMP and TMP user environment variables functioned with anti-virus and firewall turned off, plus doing a selective startup.
Intuit's instructions for doing a selective startup don't work on later versions of Windows 10 (or, I suspect, Windows 11). Unchecking "Load startup items" via msconfig does not disable startup items (why have the option, Microsoft?). Startup items must be disabled one by one via Task Manager, on the Startup tab. Be careful not to disable items you may need, e.g., touchpad software. Also be sure to make a note of any items already marked "Disabled" so you don't re-enable them after you restore Windows to normal operation.

One thing still puzzles me. In a prior attempt, I ran the extractor, moved what was extracted from the AppData location to C:\Temp, and tried to install, but it failed. In a separate attempt, I correctly disabled startup items using Task Manager and tried to install directly from the downloaded exe without modifying TEMP and TMP, and that also failed. The only theory I can come up with is that Windows prevented something from being extracted to the AppData temp folder, even with anti-virus and firewall disabled. Also, because I eventually configured all the "fixes," I don't know which fix, or which combination of fixes, really resolved the problem.

R

Rip in FranklinAuthorAnswer

Solved, but via something I've not seen in other posts or when Google searching, so hope this helps others. I made two changes I hadn't seen previously. I don't honestly know if both are required, but doing both resulted in a successful install.

The downloaded installer extracts to the folder specified in the user's TEMP or TMP environment variable. These are usually set to the AppData\Local\Temp folder in the user profile (i.e., %USERPROFILE%\AppData\Local\Temp). I'm not sure why, perhaps something in later versions of Windows, but installing from this location after the initial extract doesn't work. I created a TEMP folder off the root of my primary disk drive (C:\Temp). The new folder has different security settings than the default temp folder, which may be the issue and suggests an alternative solution. In any case, attempting to install from the downloaded exe after changing the TEMP and TMP user environment variables functioned with anti-virus and firewall turned off, plus doing a selective startup.
Intuit's instructions for doing a selective startup don't work on later versions of Windows 10 (or, I suspect, Windows 11). Unchecking "Load startup items" via msconfig does not disable startup items (why have the option, Microsoft?). Startup items must be disabled one by one via Task Manager, on the Startup tab. Be careful not to disable items you may need, e.g., touchpad software. Also be sure to make a note of any items already marked "Disabled" so you don't re-enable them after you restore Windows to normal operation.

One thing still puzzles me. In a prior attempt, I ran the extractor, moved what was extracted from the AppData location to C:\Temp, and tried to install, but it failed. In a separate attempt, I correctly disabled startup items using Task Manager and tried to install directly from the downloaded exe without modifying TEMP and TMP, and that also failed. The only theory I can come up with is that Windows prevented something from being extracted to the AppData temp folder, even with anti-virus and firewall disabled. Also, because I eventually configured all the "fixes," I don't know which fix, or which combination of fixes, really resolved the problem.

J

JD-GT

After battling this for several hours, this solved my problem. I only had to do step one - changing TMP and TEMP environment variables and rebooted. I still had anti-virus and firewalls disabled and it successfully installed.

Thank you!

E

ebales

@JD-GT Thanks. But how do you change the environment variables for TMP and TEMP? And what do you change to?

Ed

E

ebales

I have also done all these things and still nothing.

M

MichelleLO

Please reach out to TurboTax Customer Support as your issue would be best resolved with one-on-one support. Please visit the Contact Us page and select your product to get you to the right person.

@ebales

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R

Rip in FranklinAuthor

I've seen several posts that say contacting support didn't resolve their problem, sometimes after considerable time on the phone. If the support analyst simply follows the instructions in Intuit's support site, it won't work with more recent versions of Windows, anyway. Hopefully the resolution I posted will expedite the fix for people who've already tried "everything."

That Guy1

MSI, Internet, and other types of errors can be solved this way with any other software or device. For example, this is related to folder corruption, permission change, net framework error, or driver issue related to windows. Meaning your computer needs a tune-up. So, the fix is to move to the online version by calling TurboTax, or if you still want the desktop software, Intuit will graciously troubleshoot with you, or you can follow through with these steps.

1. First, (TurboTax has to be uninstalled) Then, create a new Admin Username. Here are the instructions - https://support.microsoft.com/en-us/windows/create-a-local-user-or-administrator-account-in-windows-20de74e0-ac7f-3502-a866-32915af2a34d - This creates a whole new folder hierarchy in windows. A quicker option than troubleshooting the exact issue. Minimal space is needed for this execution. It's around 5 to 20 MB.

3. Then, switch to the new account from the start menu. You do not have to sign out. Then, quickly skip through the privacy and policy statement related to Windows. After this point, TurboTax should have started a glance session. If they were unable to, they should be able to now.

4. After that, install with the CD or download.

The other 20 percent will have to update their drivers with this link - https://www.iobit.com/en/driver-booster.php. This also fixes internet connection issues with the software.

And that's that! You may use the software from your other username; however, you will have to sign out entirely of the admin account to do so. Also, if you open the download after installation from the admin account, it will ask to activate. You will continue to enter the paid license code you purchased into TurboTax; however, starting in this account will take one of your five activations. Then, once you switch back to your primary username, it will ask to activate again. So, only activate the software in the Microsoft account you intend to file your taxes. However, your primary username may still have a folder corruption. So, switching back to the admin account may be your only option. If you cannot open TurboTax in the primary username, you must sign out before switching back, vice versa.

Carl11_2

Employee

If you start in safe mode, then you can delete c:\users\<username>\AppData\Local\Temp and

C:\Users\<username>\AppData\Roaming\Temp. (this one may or may not be present already).

Then reboot the computer and it should recreate the Temp directory(s) with the correct access permissions.

A

agbarnes

I cannot even get to the point where the files extract. When I double click the executable file I get a message that reads "This app can't run on your PC. To find a version for your PC, check with the software publisher." I have a PC running Windows 10 Home and purchased the Windows version of Turbotax 2021. When I call for support I just get directed to help articles that don't help. I have issues with this software every year, but never before even installing it. I've updated everything on my computer and all applications (besides this one) work just fine. Help!!

Carl11_2

Employee

Run eventvwr.msc and see what you can find in the event viewer logs that may be of help in troubleshooting this.

A

agbarnes

I was able to view events log, but not sure what most of it means. Thanks for the suggestion, but not sure what to do with this information.

S

SharksFanSJ

@Rip in Franklin Million thanks for finding this solution and sharing it! To all other posters, your shortcuts were also a big help! FWIW, I came up with the following step-by-step which worked for downloading and installing TurboTax Home & Business 2021 (it should work for other versions as well). Very thankful this install nightmare is over (for now).

Created C:\Temp folder.
In the Windows search bar, type "environment" which should bring up "Edit the System Environment Variables" as a match.
- Click on "Edit the System Environment Variables", takes you to the "Advanced" tab of a dialog box titled "System Properties."
- Near the bottom of the dialog box, click on the pushbutton labeled "Environment Variables...". This brings up a separate dialog box that shows the current values for user environment variables at the top and system variables at the bottom.
- In the list of user environment variables, you should see both TEMP and TMP, and their current Values. Click on each, then click on the "Edit..." pushbutton. This brings up another dialog box in which you can change the "Variable value" to "C:\Temp" (be sure to change the "Variable Value", not the variable name).
- Click OK out of all the dialog boxes.
Go to http://installturbotax.com/ and logged into Intuit account.
- Open Downloads tab and download TurboTax 2021.
- "windows_per_turbotax.exe" installer file is downloaded to C:\Users\<user name>\downloads.
Copied "windows_per_turbotax.exe" from downloads folder to C:\Temp.
In C:\Temp folder, right-click "windows_per_turbotax.exe" file, and click "Run as administrator".
Follow the installation prompts.
TurboTax is installed successfully!!!! YAY!!!!

Y

Yvonne_M

Rip,

Is there some way to send you some cookies or tell TurboTax to hire you? I tried mostly everything including getting a refund on my d/l version on Amazon then ordering the CD hoping that was the issue. THIS, only THIS fixed it. I've been a TT user for decades and never had an issue. Thank you so very very much for your kindness and help.

T

tidesoft

What a time wasting blood pressure raising fiasco. Nothing worked for me until I changed the temp variables AND turned of all AV apps AND rebooted AND installed new C++ Redistributables AND manually turned off the Intuit Updater in Services. The last step was needed to deal with "Error 1921: "Service 'Intuit Update Service' (IntuitUpdateService) could not be stopped." Finally got it working after an hour time wasting. Sorry for those that have been at it for days.

W

w-burnham

Employee

I feel like I got off easy compared to you -- the variable edits did the trick for me. But I would never have known about that if I had continued to waste time dealing with Intuit.

U

user385067063

the fix for me - i copied the install file that downloaded from amazon from the download folder to the desktop. it installed and updated. frustrated with this install fail for a day and a half before i fixed it with this simple thing. have to be fair, it's what the instructions said. but nowhere did it say "IF YOU DON'T DO THIS IT WON'T INSTALL!" ugh.

C

cmnewmark

This worked for me, too! (And the environmental variable change didn't.) Thank you so much. How the heck did you think to try that?

C

cheez19

In my case, as part of the environmental variable modification, a temp folder on the c drive must be manually set up for the .exe file located in the user account to properly extract the program files.

Glad the temp file worked with you!

C

CarissaM

@ctmsenior Please follow the instructions here to contact customer support by phone to better assist you.

**Say "Thanks" by clicking the thumb icon in a post**Mark the post that answers your question by clicking on "Mark as Best Answer"

P

pmriggie

I had the same issue trying to install TurboTax Delux with Windows 10 Pro. I did many of the things that you mentioned in your posting, but nothing worked to get the installation to work.

What I finally tried and worked for me was to install the software switching to "Administrator" User and not my own user account that had Administrative privileges. TurboTax Delus 2021 installed with no issues installed under "Administrator" User.