This discussion was created from comments split from:
Taxes Report Should Print or Export a Condensed Version (edited).
I purchased a Quicken subscription in late November, specifically for exporting and importing data into TurboTax. I've spent hours and hours since then, without the ability to export "any" files to TurboTax.
One Simplifi rep tried for over an hour via Chat to find a solution, but then said he would need to phone me at 10:30 a.m. Pacific time today, to continue troubleshooting over the phone. I confirmed that would be 12:30 p.m. for me in Central Time - but he called me at 10:18 Central, and I wasn't available. I've tried twice today to return the phone call, waiting on hold for a total of 90 minutes, before being disconnected both times.
The current issue is this: Simplifi insists that we can export a .txf file of our Tax Report from their Web version. However, even that hasn't worked. Every time I click on that download option in Simplifi, nothing happens.
My case number with Simplifi is 12144215. Is any other customer "currently" able to export .txf files of their Tax Report? If so, how are you making it work?
If the Simplifi web version isn't currently able to export any .txf files, that capability should be fixed - and removed from the website until then, so that customers like me don't continue to waste everyone's time. Thanks!
Hello @Stu123,
Thanks for reaching out! I am sorry to hear that the ability to export from the Taxes report isn't working for you correctly. I can also see the ticket where you mentioned working on this issue with an agent that you mentioned. Have you tried exporting from a different web browser/incognito mode to see if that works better for you? I ask because I was able to export a .TXF file within Quicken Simplifi from the Taxes report myself. I would also see if you are able to reach back out via chat support, since they have already started troubleshooting with you. Let us know!
-Coach Jon
Thanks, Coach Jon, for responding. Yes - I've already tried those suggestions multiple times, both the incognito and new browser ideas.
The Chat is not an easy solution, since for some reason I couldn't speak any of my words into the Chat. I spent more than an hour yesterday with a Simplifi rep, slowly typing everything back and forth. It would be really good if someone would try to phone me again.
Thanks for letting us know! We cannot personally call you within the community, but you can reach out to phone support here if that is your preference: https://support.simplifi.quicken.com/en/articles/5077917-how-to-contact-support#h_fb87dc291f
If you wish to continue here, just let us know! You already stated that nothing happens when you select the 'Export to tax programs (.TXF)' option, but is there an error message of any sort that pops up? Or is the option itself completely unresponsive? Do all other Export options work for you?
Thanks, Coach Jon. In response to your questions:
I can definitely see how that would be frustrating. As mentioned before, we can't personally talk over the phone, but we can definitely continue to troubleshoot here if you are willing. If you are, can you please supply a screen recording showing the unresponsive Export option from your side? You may feel free to DM this to me if you prefer.
We will need to know what web browser, operating system, and their respective versions if you can please provide that information as well.
We will also need you to provide logs, please:
Thank you!
Thanks again, Jon:
Thanks for the reply! It looks like we are still missing the logs I requested previously. If you can send those over via the instructions I provided, that would be great!
As for the screen recording, I requested this because it would help our product team determine what exactly is occurring here. A screen recording showing that the Export option is not responding when you try clicking it would definitely help. Let us know if this is something you can provide.
Coach Jon,
Just provided the log you requested via "Send Feedback".
Regarding the screenshot, are you just looking for proof that I am, indeed, clicking on the "Export to Tax files (.Txf)" option? As you know, any error message or response would only happen "after" I clicked on that - and, as I've indicated many times, there is no response.
Maybe I'm missing something. Please clarify. Thanks again
Thank you for the requested logs! Are you able to provide the requested screen recording showing the issue from your side? I am not able to replicate this issue from my side, so whatever you can provide showing the issue would help in escalating this issue you are experiencing.
You're welcome, Coach Jon! But it seems like you haven't yet seen my follow up message (above) - sent shortly before your reply.
Please clarify. Bottom line: If I'm missing something, I'll make and send a screenshot, but in my current situation, it's not that easy to do - again, if it would only serve to "prove" that I'm clicking on the "Export to Tax files (.Txf)" link, as I've repeatedly stated to multiple Quicken staff members.
Thanks again.
Never mind - I think I understand the rationale, Coach Jon. Since the feedback log only allowed me to write a couple of sentences, I think you're wanting me to show the screenshot, to communicate to whatever new person is reading the feedback log that I did click on the link to export a .txf file😅 I'll work on it later this evening.
Thanks again for your efforts!
We are not so much looking to prove that an issue is occurring, as much as we want to specifically see what occurs when you select the Export option, so that our product team can attempt to replicate the behavior if need be. A screenshot probably would not suffice in this case due to the nature of this issue, which is why I suggested a screen recording.
I hope this makes more sense!
Coach Jon, I didn't know there was such a thing as a screen "recording"…Got help to do it - and sent it directly to you, rather than posting the recording on this public site. Have a good evening.
Thank you for the screen recording! I was able to report this issue to our product team and will follow up here with any status updates going forward as they work on a resolution.
SIMPL-31126
Thanks again, Coach Jon. I hope to hear about a resolution soon.
I am back with an update from our product team regarding this issue! They have implemented a fix that should release with Quicken Simplifi Web 4.92.0 6.4.0. Be sure to let us know if the issue is fixed for you when that version rolls around.
Thanks, Coach Jon - but how do I access the updated fix? Do I just open my Simplifi account online?
Yes! Once that version is released, just sign in to Quicken Simplifi as you usually do and verify if your web application has been updated. If it has, go ahead and try exporting. You can verify your version by scrolling down to the bottom of the Dashboard page.
Great, hopefully I'll see that updated version soon. Do you know when they'll be releasing it, Coach Jon?
Thank you! I am not aware of when they will be releasing that version, but it should be soon.
Quicken Simplifi Web version 6.4.0 has been released. Be sure to let us know if the issue is fixed for you!
