- Troubleshoot Updating (Windows)
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Troubleshoot Updating (Windows)
Updated: 2/15/2008
Article ID: 1529
If updating fails when you launch TurboTax or when you select One-click Updates in TurboTax, this article may help you identify and solve your issue. 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.
Note: If you use a dial-up connection, downloading federal updates may take several hours. We recommend that you order the free update CD.Select the link that describes your issue:
Error code
If you have problems downloading or installing updates, refer to Updating Errors (Windows) for a list of errors and links to solutions.
Tip: You can search TurboTax Support by typing the error code in the Search box, and then clicking Search. For example, to learn about error 9111, type "9111" in the Search box..Downloading progress bar "freezes" or stops at __%
Note: 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.Try this:
- If you use DSL and a router, adjusting your router's MTU setting may resolve the issue.
- 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. Note: If you're using Windows 2000/XP/Vista 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. For steps, see How to uninstall or reinstall supported McAfee consumer products using the McAfee Consumer Products Removal tool (MCPR.exe) [Document ID 107083].
- Temporarily turn off your firewall and virus-detection software so TurboTax can update.
Important: While your security software is off, we recommend closing any other program that connects to the Internet (e.g., e-mail). After TurboTax completes downloading, be sure to turn on your security software.
Downloading ends prematurely
If One-click 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 One-click Updates in your TurboTax program to resume the update process where it left off.
Note: Internet service providers (ISP) require activity to stay connected. Unfortunately, most ISPs see downloading files as passive. To keep from being disconnected while downloading updates, keep your Internet connection active by surfing the Web or checking your e-mail. - If the error occurs again, see Problem using One-click Updates below.
Other downloading problems
Try this:
- Check your router (if you use one).
- Check your firewall to be sure it allows TurboTax to download updates. Note: If you're using Windows 2000/XP/Vista 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. For steps, see How to uninstall or reinstall supported McAfee consumer products using the McAfee Consumer Products Removal tool (MCPR.exe) [Document ID 107083].
- Temporarily turn off your firewall and virus-detection software so TurboTax can update.
Important: While your security software is off, we recommend closing any other program that connects to the Internet (e.g., e-mail). After TurboTax completes downloading, be sure to turn on your security software.
Problem using One-click Updates, but you can access the Internet
If you can access the Internet, manually update TurboTax:
Still can't update TurboTax?
If you still can't update TurboTax, order the free update CD.
