software updates killed turbo tax?

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Level 1

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software updates killed turbo tax?

Hello.

I've been using Turbo Tax with no issues for several weeks on my PowerBook running 10.3.9. All was good. OS X and Turbo Tax itself are both updated with all the latest patches. No problems running anything I've ever tried to run. Even did my taxes early this year...

Last night Software Update found new versions of iTunes and QuickTime to install, so I let it go ahead and do so. This seems to have been my mistake.

After the successful installation and restart I decided to do some more tax related work. However, now Turbo Tax won't run.

From the console log, each time Turbo Tax starts (and immediately exits) I see this:

Error locating symbol - dlcompat: Symbol "_JVTDecoOpen" not found

A Google search and a search on Apple's site yielded no hits. I knew I was in trouble.

Assuming that somehow Turbo Tax had become corrupted, I de-installed and completely re-installed from scratch (from the known good CD).

Same problem.

Error locating symbol - dlcompat: Symbol "_JVTDecoOpen" not found

I contacted Intuit support and they suggested re-installation of Turbo Tax - which I'd already done.

So the only changes (that I'm aware of) between a working Turbo Tax and a "broken" Turbo Tax were the Apple updates to iTunes (7.1) and QuickTime (7.1.5).

I can't explain how these changes would break seemingly unrelated software, but I've seen stranger things.

I've done a disk permissions repair, and that cleaned up a few things - but made no change for the problem at hand. I've scanned the drive looking for anything related to the error and turned up nothing. I made sure that Turbo Tax was completely wiped (every associated file) before re-installing. I don't know enough about the dlcompat routines to do any debugging, or to even guess what it's trying to do.

Any ideas?

Thanks.

-mike

PowerBook M7572 Pismo G3, Mac OS X (10.3.9), 400MHz / 576M RAM

Posted on Mar 6, 2007 9:36 AM

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Answer 1

MerkleA

Level 1

0 points

Mar 6, 2007 1:10 PM in response to MWDonovan

Hello.

I've been using Turbo Tax with no issues for several
weeks on my PowerBook running 10.3.9. All was good.
OS X and Turbo Tax itself are both updated with all
the latest patches. No problems running anything I've
ever tried to run. Even did my taxes early this
year...

Last night Software Update found new versions of
iTunes and QuickTime to install, so I let it go ahead
and do so. This seems to have been my mistake.

After the successful installation and restart I
decided to do some more tax related work. However,
now Turbo Tax won't run.

From the console log, each time Turbo Tax starts (and
immediately exits) I see this:

Error locating symbol - dlcompat: Symbol
"_JVTDecoOpen" not found

A Google search and a search on Apple's site yielded
no hits. I knew I was in trouble.

Assuming that somehow Turbo Tax had become corrupted,
I de-installed and completely re-installed from
scratch (from the known good CD).

Same problem.

Error locating symbol - dlcompat: Symbol
"_JVTDecoOpen" not found

I contacted Intuit support and they suggested
re-installation of Turbo Tax - which I'd already
done.

So the only changes (that I'm aware of) between a
working Turbo Tax and a "broken" Turbo Tax were the
Apple updates to iTunes (7.1) and QuickTime (7.1.5).

I can't explain how these changes would break
seemingly unrelated software, but I've seen stranger
things.

I've done a disk permissions repair, and that cleaned
up a few things - but made no change for the problem
at hand. I've scanned the drive looking for anything
related to the error and turned up nothing. I made
sure that Turbo Tax was completely wiped (every
associated file) before re-installing. I don't know
enough about the dlcompat routines to do any
debugging, or to even guess what it's trying to do.

Any ideas?

Thanks.

-mike

Help!!! I'm having the SAME issue!
MC

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Answer 2

Mar 6, 2007 3:51 PM in response to MWDonovan

No TurboTax here, but the Full Tilt Poker client doesn't seem to work on 10.3.9 after the update either.

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Answer 3

Mar 6, 2007 4:43 PM in response to MWDonovan

Same problem here. The new quicktime 7.1.5 update killed TurboTax 2006.
It quits right after the splash screen comes up. It worked fine untill I did the
QT update. I contacted Intuit and their reply was to uninstall the QT update.
I asked if they will issue a fix for this but they said nothing of the possibility
of a fix from them. I wonder if Apple is aware of the problem? Will Apple fix it?

Thanks,
Dan

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Answer 4

Mar 6, 2007 5:16 PM in response to MWDonovan

I experienced the exact same problem with TurboTax today. Turbotax opens to the point of "Connect for Updates," then choosing either the "Connect now" or "Remind me next time I return" option immediatley terminates the program. I also downloaded and installed both the iTunes and QuickTime updates prior to this issue, but did not make the possible connection until a came upon this post......although, I have a backup of my hard drive on an external drive from February 27, 2007 and the same error occurs when I try to access TurboTax from the backup hard drive.

I also contacted Intuit and went through all of the suggestions with no change. I did not know of the console log information until after the call, so I don't know if that would have helped in the troubleshooting.

My console log displays:
Error locating symbol - dlcompat: Symbol "_JVTDecoOpen" not found

I would appreciate any ideas on this also.
Thank you,
Julie

G4 Dual 800 Quicksilver Mac OS X (10.3.9)

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Answer 5

Mar 6, 2007 5:46 PM in response to Michael Moulton

As a followup... it doesn't display on the console, but doing a ktrace on the Full Tilt Poker client gave the same error TurboTax is giving:

Error locating symbol - dlcompat: Symbol "_JVTDecoOpen" not found

Sure looks like the QT update is broken!

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Answer 6

Mar 6, 2007 10:04 PM in response to Julie Marshall

Hi,

I updated QuickTime yesterday and I'm having the same problem with Turbo Tax. I click on the icon and nothing happens. I un-installed and re-stalled and it's the same thing.I had already started on my taxes and I can't even open what i have saved.

Please someone help

eMac Mac OS X (10.3.9)

eMac Mac OS X (10.3.4)

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Answer 7

sjacobs

Level 1

0 points

Mar 7, 2007 6:41 AM in response to Marion Gordon

I have the same problem.
I stupidly allowed a seemingly innocent update of Quicktime & Mail. Now Turbotax 2006 will not work. It will ask for updates, but it won't actually launch the program. Turbotax 2005 still works fine.
I spent 2 hours with Turbotax help line (live person) and we erased and re-installed multiple times to no avail.
Clearly there is a new conflict introduced by the updates.
I need help as to how to identify it, because Intuit (Turbotax) does not yet know about the conflict.
Thanks

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Answer 8

sjacobs

Level 1

0 points

Mar 7, 2007 6:44 AM in response to DanTheMacMan1

How do you uninstall the Quicktime update?

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Answer 9

stankay

Level 1

9 points

Mar 7, 2007 6:54 AM in response to MWDonovan

Not surprisingly, this subject is also being heavily discussed at the TurboTax site. See this thread: http://forums.turbotax.com/intuit/board/message?board.id=installupdate06&message .id=2269

I understand that TT is working on a fix, and you can add your e-mail address to a notification list when it is issued. Here is the link:
http://support.turbotax.intuit.com/cgi-bin/turbotax.cfg/php/enduser/stdadp.php?pfaqid=3069

Power Mac G4 Mac OS X (10.3.9)

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Answer 10

MacPatty

Level 1

0 points

Mar 7, 2007 8:23 AM in response to stankay

I read on the TurboTax forum that other applications are killed by this last update. Is anyone at Apple actually working on this problem or we all just talking to each other here. Does Apple know that they created a big problem for us?

PowerPC G4 Mac OS X (10.3.9)

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Answer 11

kestrel7

Level 1

0 points

Mar 7, 2007 12:52 PM in response to MacPatty

another TT user who casually updated Quicktime user and now can't launch TT ... 10.3.9

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Answer 12

Mar 7, 2007 1:00 PM in response to kestrel7

I just realized that that update for Quicktime has also caused probelms with anything involving Quicktime. I just get either a blank screen or the Quicktime icon with a question mark over it.

I'm assuming that Apple is aware of this fine mess that it has gotten us into.

Thanks to anyone who can find an answer to this problem

eMac Mac OS X (10.3.9)

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Answer 13

The Duke

Level 1

4 points

Mar 7, 2007 1:49 PM in response to Marion Gordon

I wanted to cross-post some info from the Intuit discussion boards regarding this problem, since it's stopping TurboTax users running Mac OS 10.3.x dead in their tracks.

Intuit has found that "QuickTime is now calling for a symbol ("_JVTDecoOpen" as indicated earlier) that does not exist."

Sounds like the ball's in Apple's court now. This problem is affecting other apps besides TurboTax. I'm posting this with the hope that someone at Apple will read this and look into it. I'm sure the people at Intuit are on the phone with them as we speak 🙂

Power Mac G5 Mac OS X (10.3.9)

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Answer 14

kestrel7

Level 1

0 points

Mar 7, 2007 1:55 PM in response to MWDonovan

According to a post on the TT forum, TT expects to release a fix on Monday 3/12.

http://forums.turbotax.com/intuit/board/message?board.id=installupdate06&message .id=2269&view=bydateascending&page=4

Mac OS X (10.3.9)

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Answer 15

Mar 7, 2007 2:23 PM in response to kestrel7

Hi all,
TurboTax works fine on Tiger with all the updates. I installed it today on my
Tiger drive after having no luck on my Panther drive. There is good information about this on http://www.xlr8yourmac.com/
Check it out if you get a chance.

Dan

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