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Error loading Turbo Tax 2012 on Macbook (2007)

5342 Views 46 Replies Latest reply: Apr 13, 2013 8:57 PM by ocontoooo RSS
  • RacerX Level 2 Level 2 (170 points)
    Currently Being Moderated
    Feb 2, 2013 3:34 PM (in response to Bob Meighan)

    Hi Bob,

     

    That is really a poor decision.  I know plenty of folks with 32-bit intel macs that have used turbotax for years, myself included. As someone that is very familar with software development I find it hard to see why companies claim what you are claiming about 64-bit vs 32-bit.  For this tyoe of application if it was properly developed there would be zero reason that a 32-bit app would not perform just as well.  If 64-bit is so much better and a necessity, how come the windows version is still x86 32-bit? 

     

    That said wha bothers me the most about this is that I did not find out until after I bought the software and tried to install it getting that nice NO sign on the application on my MacBook Core Duo 32-bit with 10.6.8.  The problem is, Bob, that whoever did your pacakging did not update the system requirements!  I have the retail copy and it clearly says that my MacBook meets the requirements.  It states 32-bit x86 cpu and Intel based processor with 1GB RAM and 10.6.8 or better. I have 2GB and 10.6.8.

     

    Now I have to switch to something else or install the bloated version on my PC.   Yeah I know you offer a refund but if the box was correct at retail I would not have purchased it. 

     

    Very dissatisfied customer here. A customer that has been using Intuit software for nearly 20 years.

  • RacerX Level 2 Level 2 (170 points)
    Currently Being Moderated
    Feb 2, 2013 3:40 PM (in response to Macster77)

    Macster77 wrote:

     

    They at least should have had the courtesy to put the 64 bit system requirements for macs in bold on front of the box.

     

    Intuit failed to even list 64-bit as a requirement at all!  On the contrary the retail box I have in my hand clearly says 32-bit x86 and 10.6.8.  No mention of 64-bit anywhere in the requirements not even any mention of a Core 2 Duo processor but rather "Intel Processor". 

     

    No excuse for this mislabeling on Intuits account.  I mean really did the packaging not get checked by the development team or some other technical team?

  • Bob Meighan Calculating status...
    Currently Being Moderated
    Feb 2, 2013 8:08 PM (in response to RacerX)

    RacerX... Whether this was a good decision or not is now irrelevant. The fact is that the new development tools our engineers use for creating the TurboTax product do not support the 32-bit environment. While it's true we could have gone another year on the pre-existing tools, it would have gambled the entire Mac TurboTax business on tools that were no longer supported. In our opinion, this was not a prudent risk to accept.

     

    We are human and I guess our team missed the "32-bit" issue on the retail box. In all other places, we do list the 32-bit requirement. So this was simply a mistake-- nothing more or less.

     

    With that said, our decision was made somewhat easier since we have a great migration path for those still on 32-bit Mac systems. You can use TurboTax Online (using your existing Mac) or TurboTax iPad. Both options allow you to transfer your 2011 TurboTax information to 2012 so there's no rekeying data. Plus, both options allow you to save your data file to your computer so if you ultimately upgrade your Mac later you can migrate back to the TurboTax software solutions.

     

    Thanks for your feedback.

     

    Bob Meighan

    VP, TurboTax

  • RacerX Level 2 Level 2 (170 points)

    Thanks for the info Bob.

     

    However any decision that elininates some of your customers, no matter how insignificant you think they are is not irrelevent.  It's hard enough in todays business atmosphere to keep the customers you have, why choose to get rid of some of them?  Still seems like an odd decision.  There are other development tools that do support 32/64bit releases.  

     

    I prefer the desktop application and would never replace that experience with an online web app soluton...

     

    I guess I will be calling for a refund.  What a hasle and waste of time.

  • Chazard Level 1 Level 1 (0 points)

    I just had the same error when I tried to install TurboTax 2012 from my (legally purchased) DVD copy.  It turned out that the DVD was dirty.  Once I cleaned it (a little Windex and gently wiping with a paper towel), it installed fine.  It concerns me a little that Intuit is shipping dirty DVD's, but at least the fix for me was easy.

  • alohadsteelers Calculating status...
    Currently Being Moderated
    Mar 3, 2013 12:21 PM (in response to Bob Meighan)

    It would have been nice to offer two versions.  One for those with older macs and one for the new.  OR at the very least to clearly mark the box and make us aware that we should NOT purchase turbo tax if we don't have a newer mac.  Mine clearly states for Windows and Mac.  Now not only have I wasted $ but now I am forced to spend more time on my taxes~researching another company after being a loyal TT customer for years,  I loved the importing each year which is part of the reason I stuck with Turbo tax.  You have a great product but I am disappointed that you didn't inform those who helped make you so successful in the past. :<(

     

    Wanting a refund or a fix.....

  • Bob Meighan Level 1 Level 1 (5 points)

    alohadsteelers... Yes, it would be nice, but it would be an incredible poor investment of our resources to support a community that represents significantly less than 1% of our customer base. Plus, as I have mentioned many times in earlier posts, you can easily transfer all prior year information to TurboTax Online. And yes, with TurboTax Online, you can even use the Import feature that you so like. TurboTax Online system requirements are so minimal that everyone should be able to use Online. So if you'd like to try TurboTax Online, let me know at "turbotax_advocate" + "@intuit.com" and I'll be happy to provide you a code to use it at no additional cost. By the way, we notified by email all registered TurboTax Mac customers in early November of the changed requirements. Unfortunately, not all of our customers register.

     

    Thanks.

    Bob Meighan, VP TurboTax

  • scourt Calculating status...

    So, back to the original question, what should a TurboTax user (bought it from Costco) with a MacBook Pro (processor - Intel Core i7) do when the software won't install?  I've tried a couple of times now and get the following message:

     

    The Finder can’t complete the operation because some data in “TurboTax Home Business 2012” can’t be read or written.

    (Error code -36)

     

    I'm not very tech savvy and have no idea what this means. Any help or advice would be greatly appreciated. Thanks in advance!

  • scourt Level 1 Level 1 (0 points)
    Currently Being Moderated
    Mar 4, 2013 2:24 PM (in response to scourt)

    Just wanted to add - this is my first time ever using TurboTax.  In previous years, I used H&R Block's online filing but heard TurboTax was better for sole proprietors/small businesses. If I can't get it to work, I guess I'll just go back to H&R Block.

  • scourt Level 1 Level 1 (0 points)
    Currently Being Moderated
    Mar 4, 2013 2:30 PM (in response to Bob Meighan)

    So, back to the original question in this post, what should a TurboTax user (bought it from Costco) with a MacBook Pro (processor - Intel Core i7, which I think is 64 bits) do when the software won't install?  I've tried a couple of times now and get the following message:

     

    The Finder can’t complete the operation because some data in “TurboTax Home Business 2012” can’t be read or written.

    (Error code -36)

     

    I'm not very tech savvy and have no idea what this means. Any help or advice would be greatly appreciated. Thanks in advance!

     

    PS - Just wanted to add - this is my first time ever using TurboTax.  In previous years, I used H&R Block's online filing but heard TurboTax was better for sole proprietors/small businesses so I'm kind of bummed it's not working as easily as I expected.

  • RacerX Level 2 Level 2 (170 points)
    Currently Being Moderated
    Mar 4, 2013 2:35 PM (in response to scourt)

    Error code 36 is an I/O error which can mean one of a few things.  check the disc to see if it has any scratches on it.  Also do a check on your Hard Drive to make sure there is no problem there.

     

    As to the intuit people here I find it somewhat disconcerting that you offer plenty of excuses but not one apology. I mean really is it that hard to apologize for any inconvienence that you have caused with your product or pacakging or business decisions that you make that might cause issues with those customers you no longer want?

  • RacerX Level 2 Level 2 (170 points)
    Currently Being Moderated
    Mar 4, 2013 2:39 PM (in response to scourt)

    There is nothing wrong with H&R TaxCut.  I used it once or twice before they had a mac version.  And from what I can tell it seems to run quite well and yes even on 32-bit macs with 10.5.8.

  • Bob Meighan Level 1 Level 1 (5 points)
    Currently Being Moderated
    Mar 4, 2013 4:08 PM (in response to scourt)

    scourt... An Intel Core i7 is a 64-bit machine. Based on your description of the problem, it sounds like you may have a bad CD or perhaps a bad sector on your hard drive. This is just speculation. Sorry if that is the case. Nevertheless, if you drop me a note at "turbotax_advocate" + "@intuit.com" I'll make sure you get a potential solution immediately.

     

    Bob Meighan, VP TurboTax

  • ocontoooo Level 1 Level 1 (0 points)
    Currently Being Moderated
    Mar 14, 2013 9:07 PM (in response to monsieureden)

    Ok Bob, I get it. I have an old MacBook Pro.  I bought Turbotax and now have a useless disk.  So I am willing to use the online version of Turbotax.  Is there a code on my disk that I can use to start the online Turbotax?  Or are you saying I need to pay again?  The box say for Windows and Mac.  I know nothing of 64-bit or Intel Cores but I do know something is wrong here if I cannot get some credit for my first purchase.

  • Bob Meighan Level 1 Level 1 (5 points)
    Currently Being Moderated
    Mar 14, 2013 9:09 PM (in response to ocontoooo)

    We can help. Drop me an email at "turbotax_advocate" + "@intuit.com" and I'll respond right away.

     

    Bob Meighan, VP TurboTax

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