Blue Text= Intuit
Black Text= Me
Red Text= My clarifications/comments
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H. Edan.
H. Edan: Hello?Mitchell,?how?may?I?help?you?today?
Mitchell Earl: hi, I have been trying to install turbox tax 2002 on a clients
computer because he was not able to with technical support...
Mitchell Earl: have tried all things mentioned on your website
Mitchell Earl: i am wondering if you have a utility that will completely
Mitchell Earl: remove all entries for this product so we can start from scratch
Mitchell Earl: after several botched attempts
H. Edan: Mithcell,are you trying it on first time, is the
product install properly, at which date you have activated it?
Mitchell Earl: never had it installed properly...always gets to the end and says
Error: "Installation not complete / Installation not successful"
H. Edan: Mitchell,tell me what is the actual problem you
are facing.
H. Edan: Mithchell,tell me the error number?
Mitchell Earl: The problem is the product will not install...period. It
gets to the end of the install and gives the error
Mitchell Earl: There is no error number. the error I sent is from your website,
and is the error i receive
H. Edan: Mitched,it only tells error and nothing any
numbers etc.
Mitchell Earl: that's because there is no number
Mitchell Earl: trust me on this...there is NO error number
H. Edan: okay just a minue.
t
H. Edan: Mithcell,To resolve this issue:
H. Edan: Clean the shiny surface of the CD-ROM with damp (use water or rubbing
alcohol) toilet paper (tissues may have ingredients that may leave their own
film). Wipe straight from the center of the CD to the edge. Do not wipe around
in a circle.
Allow the surface to dry completely.
Insert the CD and try installing TurboTax again.
If the message persists, repeat the previous steps. Please note that you may
need to clean the CD several times before it can be 'read.'
Mitchell Earl: naw, they already sent a new CD thinking that was the
problem...neither works properly.
Mitchell Earl: what I need is an uninstaller for the program to clean up the
mess it left in the registry
Mitchell Earl: because it won't uninstall from the control panel since it never
installed completely
H. Edan: To install TurboTax from the hard disk:
H. Edan: Insert the TurboTax CD into your computer's CD-ROM drive. If any
messages appear, click Cancel.
On the Windows taskbar, right-click Start and choose Explore.
In the left pane, select your hard disk (usually Drive C).
From the File menu, choose New, and then choose Folder.
In the right pane, right-click New Folder, choose Rename, type TXINSTL, and then
press Enter.
In the left pane, double-click your CD-ROM drive (usually Drive D). A list of
files and folders on the CD will appear in the right pane. Make sure that you
can see all hidden files: *
H. Edan: From the Tools or View menu, choose Folder Options.
Click the View tab, select Show hidden files and folders, and then click OK.
From the Edit menu, choose Select All.
Hold down the Ctrl key and click the Media and ID folders if they are present.
(You can also click the AOL folder if you do not want to install America Online
along with TurboTax.)
From the Edit menu, choose Copy.
Mitchell Earl: I've tried that one too serveral times...I have literally done
everything that is listed in your technical support at least once, some two or
three times and with 2 separate disks on a computer that has no other apparent
problems
Mitchell Earl: most programs of this nature would have a utility for removing if
an install fails...do you have manual directions for removing entries/files from
the computer?
Mitchell Earl: or are there any patches that can be added to the hard drive
install directory before trying to install
H. Edan: tell the date of purshased of CD.
Mitchell Earl: i don't have either of the CDs in front of me...the last
one was sent to the customer last week after the other one didn't work
Mitchell Earl: i am researching this from home now
Mitchell Earl: so the last one he received must be the latest revision
H. Edan: please give me the activation dare.
Mitchell Earl: is it possible to activate before installing?
H. Edan: Download and install the updated Internet
Connection Client:
Click the file name ICupdate.exe to download.
When the Save File As or Save As box appears, save the file to your desktop by
choosing Desktop from the Save In drop down list.
When the file has finished downloading, find it on your desktop and double-click
it.
Please note: This file will not fix connection issues related to firewalls.
Mithed,please give me the activation date or the installation when you have
first try to intall it.
Mitchell Earl: correct me if i'm wrong...it activates after its installed,
correct? (about 5 minutes go by with no response)
Mitchell Earl: please, its not rhetorical...am i correct in this statement?
(several minutes go by again, I think he's waiting for me
to bailout at this point)
Mitchell Earl: i am trying to understand this, but you aren't answering my
question...is it possible for activation to occur before TurboTax is installed
Mitchell Earl: can you please answer yes, no, or I don't know so we can get
beyond this (I guess he's hoping I will type a profanity
and close the chat)
Mitchell Earl: what I am getting at here, since you prefer not to answer, is
that i cannot provide you with an activation date because I have never been able
to successfully install the software successfully, so I go back really to my
need for some detailed information on how to manually "scrub" both the registry
and the hard drive of TurboTax 2002, so I can try a truly clean install
H. Edan: okay contact on this number
1-800446-8848,1800264-5943
H. Edan: Is there anything else I can help you with?
Mitchell Earl: so you do not have this information?
H. Edan: your issue related to asles and support that's
whyn i amgiving you the number.
H. Edan: your issue related tosales and support that's why i am giving you the
number.
Mitchell Earl: asles?
Mitchell Earl: oh
Mitchell Earl: i gotcha
Mitchell Earl: ok...well, thanks for trying anyway
H. Edan: I would like to take this opportunity to thank
you for visiting our TurboTax Support Chat.
Mitchell Earl: see ya
Mitchell Earl: thanks
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