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V
vgurukar
March 23, 2021
Question

Unable to share screen when agent requests screen share even though I 'accept' the pop-up. What can't I share screen?

  • March 23, 2021
  • 3 replies
  • 0 views
Why am I unable to share my screen with an agent even though I 'accept' the request? Also, I get a pop-up with the message "share code with agent" but I don't get a code when I press 'shift enter'

3 replies

EbonyL122824
EbonyL122824
March 25, 2021

You may have to log out of the program, clear your cache and cookies, and log back in. Please see the TurboTax FAQ here for instructions on clearing your cache. See here for instructions on clearing your cookies. You may also try using another browser or using the phone app here if the above does not work. If none of these resolve the issue, contact customer support here for further assistance.

 

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    A
    ARF77
    February 8, 2022

    I have the same issue.

     

    It's not my cache

    It's not my browser

    It's not my OS

    It's not my router

     

    I've tried it all. It suddenly stopped working for me last October. I have literally tried 12 computers and three different networks. Two OS's, and 4 different browsers. All have the same issue. One of the PC's was a brand new computer, literally used for the first time.  I turned off firewalls as well.  I even tried my phone once. Not a single successful attempt.

    On TurboTax the Cobrowse button link at the bottom tells me about a code, but there is no actual code displayed.

    I suspect the issue is with my account.  Intuit is the only company I am unable to screen share or allow remote access with.  I also lost the ability to view reports on Quickbooks Time which is why I had to cancel the service. No support rep was able to figure out what the issue was, they always blamed my setup, and never attempted to look into my suggestion that something is wrong with my intuit account that is preventing this.

    I am going to make a new account to prove this out, wish I thought of this weeks ago.

    Carl11_2
    Carl11_2
    Employee
    March 25, 2021

    While it's doubtful but still possible, your router and/or switch firewalls could be blocking things on the outgoing side.

     

    D
    dchapo83
    April 12, 2022

    I ran into this issue as well but was able to resolve it by disabling ad-block and uorigin then reloading the page. 

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