TurboTax Online return fails to open when viewing or printing
The following happens when you attempt to view or print your tax return in TurboTax Online:
- A very long delay, or no response at all;
- A new window opens, but is stuck on a spinning "processing" icon;
- A new window opens, but it displays the message We are unable to print.
Try This First
Before you do anything else, make sure any pop-up blockers are turned off. Instructions for turning off pop-up blockers vary, but most browsers will display a bar or message near the top of the window whenever a pop-up is blocked, along with instructions and options.
If problems persist despite disabling the pop-up blocker, here are more things to try:
- Click the blue Back button in TurboTax Online (near the bottom of your screen), click Continue, and then try viewing or printing again.
- Sign out of TurboTax Online and close your browser session. Open Adobe Reader separately, restart your browser, and then sign back in to TurboTax Online. Now try viewing or printing.
- Save a PDF copy of your return to your Desktop, and then open the saved file to view or print your return.
Still having problems? Move on to the next section.
If Problems Persist
TurboTax Online uses Adobe Reader to display and print your return. Sometimes Adobe Reader gets corrupted, causing all kinds of problems.
Try reinstalling Adobe Reader:
- Download the latest version of Adobe Reader from the Adobe web site and save it to your computer.
- Close all open programs and then install Adobe Reader.
- Restart your computer.
- Open Adobe Reader (you'll need to accept the license agreement).
- Reopen your browser, sign in TurboTax Online, and then try viewing or printing your return again.
And if that doesn't solve the problem, you can try "aggressively" uninstalling Adobe Reader from Windows by following the instructions below, or switch to Foxit Reader, a free application similar to Adobe Reader, that you can download by clicking here.
- From your Windows taskbar, select Start > Settings > Control Panel > Add or Remove Programs.
- Locate and select Adobe Reader (or Adobe Acrobat Reader). You want the main program, not the Adobe Reader Updates that may show up as well.
- Select Remove to uninstall the program.
- Once Adobe has been uninstalled, double-click your My Documents icon on your computer Desktop.
- Select Tools > Folder Options > File Types.
- Locate and click the PDF extension in the first column. Then select Delete.
- Close all open windows then follow the first set of instructions (above) to reinstall Adobe Reader.