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jsbain

Solved

we've run into an issue connecting with your computer and can't launch turbotax

Forum|Forum|6 years ago
January 18, 2020
5 replies
0 views

Just installed Deluxe 2019 + State, bought from Amazon download.

After installing, then updating (1/13/2019 update), then launching turbotax, it comes to an activation screen.

All of the above works fine. Entering my license, I get

"we've run into an issue connecting with your computer and can't launch turbotax"

error message -- no retry, just an option to quit.

Does anyone know what this error message really means, or have a solution? I've read the help articles saying to reboot your router, turn off virus protection, reset ipconfig, which I've tried even though these are clearly not the problem (wireshark shows turbotax communicating with the servers just fine). This is extremely frustrating. I tried downloading turbotax directly from intuit instead of amazon, uninstalled and reinstalled, no luck.

TurboTax Deluxe Windows

Best answer by jsbain

Okay, since TurboTax support was useless (uninstall turbotax. try reinstalling it), I eventually figured this out on my own. Documenting it here for others with Activation problems.

First, check:

C:\Users\[your name]\AppData\Roaming\Intuit\TurboTax\TY19\ErrorLog

I had a

TTWin.A5830904-1.2020-01-17.log

for each time I tried to activate.

It turns out, this file has all the details of the error -- I don't know why TurboTax support doesn't ask for this file!

For me, the error was

ERROR Intuit.Ctg.Map -

System.Net.WebException: The remote name could not be resolved: 'oauth.platform.intuit.com'

...

This means the dns server is not resolving the authorization server.

1) Open cmd

2) Type nslookup oauth.platform.intuit.com

I got something like this:

```

Server: chAdmin
Address: 192.168.0.1

DNS request timed out.
timeout was 2 seconds.
Non-authoritative answer:
Name: sw2prdwebbluealb-[social security number removed].us-west-2.elb.amazonaws.com
Addresses: 52.42.151.209
[…]

```

The timeout is what causes turbotax to barf, even though the request eventually returns an answer. TurboTax is apparently not doing any sort of retry when the lookup fails. Apparently my router is misbehaving, or spectrum DNS settings are set to screwy settings.

Anyway, the solution is to set your PC to use a hardcoded DNS.

3) Find a list of your ISP's dns servers, or a public one, like 8.8.8.8 or 1.1.1.1. In cmd type

nslookup oauth.platform.intuit.com 8.8.8.8

(or use your ISP's dns server)

If you don't get the timeout message, then you are good to go.

4) Open control panel, Control Panel\All Control Panel Items\Network Connections

then select your network adapter, right click Properties.

5) Internet Protocol v4, click Properties

6) under DNS settings, click "Use the following", then enter the DNS server that worked in step 3

7) Launch turbotax, and auth should work now.

Alternatively, if you can change your router's DNS settings, that is a better way to go, but unfortunately my router is stuck using the ISP's bad settings.

jsbainAuthor

Anyone? Does TurboTax acknowledge this issue and have a planned solution?

EbonyL122824

Please use the following link to contact Customer Support for further assistance regarding this matter.

https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632

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

jsbainAuthorAnswer

Okay, since TurboTax support was useless (uninstall turbotax. try reinstalling it), I eventually figured this out on my own. Documenting it here for others with Activation problems.

First, check:

C:\Users\[your name]\AppData\Roaming\Intuit\TurboTax\TY19\ErrorLog

I had a

TTWin.A5830904-1.2020-01-17.log

for each time I tried to activate.

It turns out, this file has all the details of the error -- I don't know why TurboTax support doesn't ask for this file!

For me, the error was

ERROR Intuit.Ctg.Map -

System.Net.WebException: The remote name could not be resolved: 'oauth.platform.intuit.com'

...

This means the dns server is not resolving the authorization server.

1) Open cmd

2) Type nslookup oauth.platform.intuit.com

I got something like this:

```

Server: chAdmin
Address: 192.168.0.1

DNS request timed out.
timeout was 2 seconds.
Non-authoritative answer:
Name: sw2prdwebbluealb-[social security number removed].us-west-2.elb.amazonaws.com
Addresses: 52.42.151.209
[…]

```

Anyway, the solution is to set your PC to use a hardcoded DNS.

3) Find a list of your ISP's dns servers, or a public one, like 8.8.8.8 or 1.1.1.1. In cmd type

nslookup oauth.platform.intuit.com 8.8.8.8

(or use your ISP's dns server)

If you don't get the timeout message, then you are good to go.

4) Open control panel, Control Panel\All Control Panel Items\Network Connections

then select your network adapter, right click Properties.

5) Internet Protocol v4, click Properties

6) under DNS settings, click "Use the following", then enter the DNS server that worked in step 3

7) Launch turbotax, and auth should work now.

Alternatively, if you can change your router's DNS settings, that is a better way to go, but unfortunately my router is stuck using the ISP's bad settings.

nilbast

I'm also on Spectrum. I checked my autoconfig settings and for some reason my UBEE router by default is giving me itself as its own dns server 192.168.1.1 and there is no way to configure it on the router. I manually set the dns to the the one listed ( shows it on the router config page) and boom it works.

TurboTax support gave me a new license key to correct... Called them back when the second key did not work. They didn't know what to do so they said IT would be giving me a call. Guess what... nobody called.

xarmanla

The installation process on Windows 10 is the worst!!!

Disable, close all apps, and try, try, until it works.

I just tried to file and I had to go through the nightmare yet again to get the updates.

I'm a software designer/manager. This is unacceptable.

duckman6972

Has anyone fixed the issue? I still cant get it to work.

jsbainAuthor

Duckman,

As I mentioned in my original post, you need to check your error log to see if the problem is the same.

Error logs are located in

C:\Users\[your login name]\AppData\Roaming\Intuit\TurboTax\TY19\ErrorLog

In my particular case back when I originally had this problem, it said the error was could not resolve host, and listed the auth server , which I listed in the first post. If you are having that problem, you need to change your network connection's DNS server to point to a good public DNS server, like 8.8.8.8. if you are seeing the same "could not resolve" error, that will surely fix it. If the error is different, then you should start a new thread with the error log details.

Petro4064

Getting this error while i register for the first time in Turbotax. Has anyone solved this ?

2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
Certificate Validation Failed.
Url : https://experimentassignment.api.intuit.com/api/v2//assignments/businessUnits/CG/users/%7Bffa024fdb9f259b94e7efd000e46ae59ee83eaa3f0ff04858b23ea95c3de3742%7D
2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
Reason : CertChainInvalid
2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
SSLPolicyError : None
2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
CertChainLength :3
2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
ChainElement-00 : CN=*.platform.intuit.ca, OU=Technology Operations, O=INTUIT INC., L=San Diego, S=California, C=US
2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
ChainElement-01 : CN=DigiCert TLS RSA SHA256 2020 CA1, O=DigiCert Inc, C=US
2022-03-19 17:23:15,259 [1] 2021.47.22.85 ERROR TurboTax -
ChainElement-02 : CN=DigiCert Global Root CA, OU=www.digicert.com, O=DigiCert Inc, C=US
2022-03-19 17:23:15,260 [1] 2021.47.22.85 ERROR Intuit.Ctg.Map -
System.Net.WebException: The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel. ---> System.Security.Authentication.AuthenticationException: The remote certificate is invalid according to the validation procedure.

Cass0317

Please see the TurboTax FAQ's below for assistance downloading your TurboTax software:

If the issue persists, please reach out to our TurboTax Customer Care team by clicking here.

@Petro4064

Petro4064

@Cass0317 I did look into your help docs. Not much help.

Spoke to your customer care executives. Took 3 hrs of my time. No resolution yet.

Don't you have someone who can look into the logfile and give us some recommendation to resolve this issue ?

Millannacellrose

Did you ever get a solution for this? I am now trying to install turbo tax deluxe 2024 and get the same message. I can install and launch on my laptop win 11, and my husband can launch premier 2024 on win 10 desktop, but I can't launch deluxe on my desktop win 10. I have tried all the fixes I have read on this cite and nothing seems to work. It has win version 22H2.