- Troubleshoot Updating (Windows)
Troubleshoot Updating (Windows)
Be sure Internet Explorer 6.0 (or higher) is installed and working on your computer. Your TurboTax program uses Internet Explorer, even though it might not be your default browser.
Select the link that describes your issue:
- Error code or message
- Downloading progress bar "freezes" or stops at __%
- Downloading ends prematurely
- Other downloading problems
- Problem accessing the Internet
- Problem using Check for Updates, but you can access the Internet
- Still can't update TurboTax?
Note: If you're using Windows XP or later and you've uninstalled McAfee software, you may need to ensure that all of the software has been removed. A McAfee file may still be present that prevents TurboTax from updating. Select "How to uninstall or reinstall supported McAfee consumer products using the McAfee Consumer Products Removal tool (MCPR.exe)" [TS100507] on the McAfee Web site.Many error codes and messages are documented in our Support Knowledgebase. If you haven't already done so, search for the error number or message in the search field at top.
If downloading updates appears to freeze or stop at 0% or 100%, pre-installation tasks may be running in the background. Do not interrupt the downloading process, even if the Task Manager displays "Not Responding." Downloading updates may take several hours on a dial-up connection.
If the process continues to hang for 15 minutes, follow the suggestions below.
- If you use DSL and a router, adjusting your router's MTU setting may resolve the issue.
- Allow cookies and pop-up windows.
- If you use MSN Dial-up Accelerator or other software to speed up your Internet connection, temporarily set it to normal or off before updating TurboTax. (If you use MSN dial-up service, you're probably using the MSN Dial-up Accelerator.)
- Check your router (if you use one).
- Check your firewall to be sure it allows TurboTax to download updates.
- Temporarily turn off your firewall and anti-virus-detection software so TurboTax can update. We also recommend closing any other program that connects to the Internet (e.g., e-mail or chat). After TurboTax completes downloading, be sure to turn on your security software back on.
If Check for Updates ends prematurely (usually with an error message or number), try this:
- Run your computer's disk cleanup tool to delete unnecessary files and empty the Recycle bin.
- Select Check for Updates in your TurboTax program to resume the update process where it left off.
- If the error occurs again, see Problem using One-click Updates below.
Note: Internet service providers (ISPs) require activity to stay connected; however, most ISPs do not interpret downloading files as "activity". To keep from being disconnected while downloading updates, keep your Internet connection active by surfing the Web or checking your e-mail.Try this:
- Check your Internet connection
- Check your router (if you use one)
- Check your firewall to be sure it allows TurboTax to download updates
- Temporarily turn off your firewall and anti-virus software so TurboTax can update. We also recommend closing any other program that connects to the Internet (e.g., e-mail or chat). After TurboTax completes downloading, be sure to turn on your security software back on.
Try this:
- Check your Internet connection
- Check your router (if you use one)
If you can access the Internet, you can download and install a manual update (search for "manual update" in the Search field at top).
