Troubleshoot E-filing Transmission Errors and Issues

If your wireless connection is interrupted or isn't working, you won't be able to successfully e-file, update, and/or download TurboTax.

For this reason, we recommend using a wired, broadband connection with your TurboTax CD/Download software.

Here's a few things you can do if you're having problems e-filing, updating, or downloading TurboTax on a wireless connection:

• (Recommended) Switch to a wired connection, if one is available.
• Open a new Internet browser session and try visiting sites that you haven't visited for a while.
  • If you can't access other sites, try restarting your wireless router.
  • If you're still having problems, power down your computer, your router, and your modem, in that order. Wait a minute or two, then power up your modem. Wait another minute, then power up your router and then your computer.

Sometimes a computer will freeze during e-filing, without generating an error message. The animated "wheel" icon continues to spin, but nothing ever happens beyond this point.

If that happens, try resetting your modem (router) by following these steps:

1. Shut down your computer and any other devices connected to your modem.
2. Unplug or turn off your modem (and router, if you have one).
3. Wait 10 seconds so that the hardware has time to completely cycle down.
4. Plug in or turn on the modem first. Allow the lights to turn on until the "ready" or "online" light is flickering - your hardware may vary.
5. Once the modem is ready, plug in or turn on your router if you have one.  Again, wait until the lights indicate that it is powered up, detected the network, and that it is in a "ready" status.
6. Restart your computer.
7. Reopen TurboTax and attempt to e-file again.

Transmission errors are frequently caused by hardware or software problems. In most cases, TurboTax displays an error message if it determines that your tax return cannot be transmitted.

Follow each step in the order listed, re-sending your return after completing each step:

1. Check to see if your particular error message or issue is listed at the bottom of this page.
2. Using wireless? Try switching to a wired connection.
3. Using a modem? Restart it by following the instructions in the Computer Freezes or Seems Stuck When E-filing section below.
4. (TurboTax Online) Make sure your browser meets the minimum system requirements.
   • If you're using an older browser, update it to the latest version even if meets the minimum requirements.
   • Or, sign in using a different supported browser.
5. (TurboTax CD/Download software) Verify that your program is up-to-date. Windows | Mac | Business
6. Check your Internet connection and (if applicable) your home router connection.
7. Close all programs except TurboTax, including virus protection, download accelerators, and any other programs running in the background.
8. E-file during off hours, such as early in the morning. High e-filing volumes sometimes contribute to transmission errors.
9. (Windows) E-file your return in Selective Startup Mode.
   • This will only work with high-speed, wired connections. It will not work with dial-up or wireless connections, nor will it work on a Mac.