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Turbo Tax never responds after pressing "Done with Income"

Forum|Forum|6 years ago
March 13, 2020
11 replies
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I am doing my daughters taxes, and was able to automatically download her W2 information. She had interest to add from a 1099-INT and nothing else. When I press "Done with Income" TT is not responding (get blue circle forever). I have gotten to this point now for the fifth time and don't know how to complete her return. I can exit TT, re-start and it comes to the same spot, then locks up again. I am on the latest version of TurboTax Premier as of today (3/13/20), running under Windows 10 (64 bit machine). Put in my own taxes last night and had no problems at all. HELP!!!

Best answer by DMarkM1

I was able to reproduce this issue when taxpayer is under 18 with a capital loss carryover for next year where dividends >= capital loss carryover.

Okay. Per the workaround above hopefully you were able to complete your return by NOT pressing the "done with income" button.

AkinaLO

If you have TurboTax Online you can clear your cash and delete cookies. Also, try refreshing your browser and even try using a different browser.

Here are two articles below that will show you how to clear your cache and delete cookies.

How to clear your cache - Community

How do I delete cookies? - Community

If you have TurboTax CD/Download, please check for updates within the program.

How do I update my TurboTax CD/Download software p ...

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jwk4117

I am having the same problem. I updated the program. It still locks up after pushing "Done with Income"

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jgr111

Same problem with buffering after entering income for minor child. Spent 1 hour on line with Turbo Tax Help. Changed browser, repaired program, uploaded program, changed cache etc. They still could not trouble shoot but are looking into it. Has anyone found a real fix.

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taxCrashes

Same problem. Win10. TTax Deluxe on CD. Have repeated this about a dozen times, rebooting computer, etc.

Completely repeatable.

Had to start over, so I did, creating a new return, saving it right before pressing the button. Exit ttax, reboot computer, start ttax, load the file, press the "done with income" button, and it hangs.

Have used TurboTax every year since the late 1980s, never had anything like this. Considering the complexity of the task is about the same as it was 30 years ago, with all that time and increased computer power, you might think they'd have this working better.

AkinaLO

Please call customer support below for assistance with your issue.

What is the TurboTax phone number? - Community

@taxCrashes

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GS18

Ran into the same issue filling out a minor's return with only a 1099-int form.

I've updated both TurboTax (initially installed from CD) and OSx but no love.

Between this and autosave issues when the tax return is in a sub-folder, I'm losing my faith in Intuit. These are simple issues to fix (both have been reported for more than a month) and I'm beginning to wonder if the tax calculations are correct.

Since both returns are almost done, I will be having an accountant friend of mine review them.

I've used TurboTax for 18 years and NEVER had a single issue until this year.

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binneal

Same problem here. Also minor with capital loss carry over.

The workaround doesn't work for me. I am "Done with Income". Without click the button (or the "Deduction & Credits" tab at the top which doesn't work either), I don't know how to proceed.

Can we escalate the issue somehow?

CassLO

@binneal Please try this: Remove and reinstall TurboTax for Mac. Delete all folders, not just uninstall software.These folders are usually hidden, to unhide them choose tools (at the top of any folder) - then folder options - then view then check show hidden files, uncheck when done.

If the problem continues, please contact TurboTax and speak with an agent. TurboTax customer service/support does not have a single phone number but has many different phone numbers based on the type of platform used. So that we can direct your call to the best person/department to help you:

Click on this link: Contact Us
Select your TurboTax platform.
Ask your question / state your problem. Do NOT use the word "refund' or you will get a phone number for tax refunds.
Click Submit.
On the next screen, choose the Call option and follow the instructions. You will be given the approximate wait time.

You'll get a toll-free number to a TurboTax expert who is specially-trained to handle your particular issue.

"Irene2805 Employee Tax Expert"

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B

Brawl

Seems like we all have the same problem with the program freezing when we click the "done with income" section and from reading the responses we all seem to be filing for Children or dependents. I guess there is something about "minors" that is "coded" wrong according to the posts below. The solution to not hit "done with income" is doable by using the tabs at the top of the page but seems they should have fixed the bug by now.

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JAKnarr

It is ALSO happening to me and I have no dependents... not filing for any minors...

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JeanneLO

Employee

If you tried all of the suggestions in this thread, please follow the instructions in this TurboTax FAQ to contact customer support for assistance: What is the TurboTax phone number?

@JAKnarr

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tlinn

Same. Exact. Problem. Filing for my minor son. "Done with Income" button locks up the program.

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PabloShelly

Same exact problem except that I can not get past the current screen even by using the tabs at the top.

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Chris100

I am using the Mac version and had the same problem. Clicking on the tabs at the top did not work for me either.

However, if you save and quit TurboTax reopen TurboTax and navigate to the first screen where you see the deductions tab, it will work when you click on it.

I hope that helps anyone stuck with this rather silly bug.

Dear Intuit -I had my family taxes open, which I had finished earlier, and was working on my teen child's taxes which consisted of a single W2 (same employer, new name, new EIN and new state WH ID), a negligible state refund from last year, an imported e*trade acct with just dividends, and negligible interest from Bank of America which I typed in myself. Hope that will help you find this.

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thecrawfish

This is pretty pathetic on TurboTax part. I am in the same situation with filing a return for someone under 18 yrs old and this has happened MULTIPLE times to me on two different returns. Fix the programming already.

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lctz

Here's another workaround.

I'm using Turbotax Premier CD/Download for Mac.

Restart turbotax. Go to the personal profile and change the date of birth, so the filer is over 18. Complete all the forms. Then at the end, during review, there's an opportunity to change the age back to the correct value.

My filing has some dividends, short-term capital gains, and tiny long-term capital losses. I wonder if capital loss is what we all have in common.

F

fadiran6

I bought Turbo Tax 2020 from Costco and installed it successfully but on 2 different computers it stopped responding after entering 1 w-2 and some 1099. please help!

EbonyL122824

@fadiran6 See this TurboTax FAQ for help with troubleshooting TurboTax for Windows. If you need further assistance, contact customer support here.

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jwaltn

If I read this long thread right the TT hanging issue occurred already in last years version, I see it now in the 2020 version as of today, all updates done... Is there any word out if and when Intuit will fix this bug?

Basically you can't use any guided walk me through everything approach. You have to pick each section yourself separately and hope that you don't run into the hang bug nevertheless. Save work after each little step. You have to kill the TT program and might loose work if you haven't saved the last step.... All quite annoying. Could maybe a Intuit developer comment on this please.

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LindseyLO

Have you tried clearing your cache? This may help. Help with doing so has been provided by clicking here.

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jim13

Clearing your cache will do exactly nothing if one is using the CD/Downloaded version. TT customer support’s answer for this issues was “don’t do that, go to each individual topic separately”.

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jkkd5467

Lots of people with the same problem here. Also could not continue for a minor's return. SOlved the issue by purchasing a different program from a competitor. I didn't want to, but I am not messing around with taxes. If the program is busted, I am not relying on it with workarounds.