KEYWEST_RICKS Posted December 16, 2014 Report Share Posted December 16, 2014 well this is not off to a good start.... has anyone else received an error.. "failed to extract a file while staging" I receive this with the download from the web page and from the disk?? am I the only lucky one on this? I don't find it anywhere listed on the knowledge base thanks jeff Quote Link to comment Share on other sites More sharing options...
NECPA in NEBRASKA Posted December 16, 2014 Report Share Posted December 16, 2014 When I try to open 2013, now that I installed 2014, I get "The program has encountered an unexpected error and needs to close." I need the program tomorrow am for someone that is coming in. I am running Windows 7 Pro 64. I could just scream. Quote Link to comment Share on other sites More sharing options...
jklcpa Posted December 16, 2014 Report Share Posted December 16, 2014 well this is not off to a good start.... has anyone else received an error.. "failed to extract a file while staging" I receive this with the download from the web page and from the disk?? am I the only lucky one on this? I don't find it anywhere listed on the knowledge base thanks jeff Call support tomorrow. It's highly doubtful there'd be any KB on this because it's something specific to your machine that is stopping the installation from both sources, perhaps a corrupted or missing file. Quote Link to comment Share on other sites More sharing options...
NECPA in NEBRASKA Posted December 16, 2014 Report Share Posted December 16, 2014 I went to the other forum and there was a link to the knowledge base. Totally my fault, I had not removed the 2014 DVD from the drive, which was causing 2013 to not open. I had no idea that it would make a difference. 2 Quote Link to comment Share on other sites More sharing options...
FreedomTaxed Posted December 16, 2014 Report Share Posted December 16, 2014 ATX tech support told me the same thing, NECPA. An easy fix, but unexpected. 1 Quote Link to comment Share on other sites More sharing options...
mcb39 Posted December 16, 2014 Report Share Posted December 16, 2014 I know that I read somewhere, "Do not try to operate software before removing disk from drive"; or words to that effect. Possibly, during the install. Quote Link to comment Share on other sites More sharing options...
Tax Prep by Deb Posted December 16, 2014 Report Share Posted December 16, 2014 They say this will be corrected next year, but we've been promised things before. 1 Quote Link to comment Share on other sites More sharing options...
KEYWEST_RICKS Posted December 16, 2014 Author Report Share Posted December 16, 2014 customer support got back to me very quickly and it appears that there is a "guid" that need to be removed from my download file on my hard drive. i hope this works and thanks to atx for the very quick email 1 Quote Link to comment Share on other sites More sharing options...
Jack from Ohio Posted December 16, 2014 Report Share Posted December 16, 2014 This is why I do NOT USE the DVD for installation. Download the install file and run it. This problem will not exist if you download the file. In addition, the downloaded file will be more up to date than the DVD. I toss the DVD. Quote Link to comment Share on other sites More sharing options...
Pacun Posted December 16, 2014 Report Share Posted December 16, 2014 This reminded me of the famous message loop: NTLDR is missing Press any key to restart. AND the one people got when DOS was the operating system. People would call me to their desks and I would just pull out the floppy disk and computer would start without any issues. I agree with Jack, I never install from the CD or DVD. Quote Link to comment Share on other sites More sharing options...
NECPA in NEBRASKA Posted December 16, 2014 Report Share Posted December 16, 2014 I didn't use the DVD, I was going to and then decided to download. I just forgot that it was in the drive. Quote Link to comment Share on other sites More sharing options...
Jack from Ohio Posted December 16, 2014 Report Share Posted December 16, 2014 I didn't use the DVD, I was going to and then decided to download. I just forgot that it was in the drive. I throw it away for just that reason. Quote Link to comment Share on other sites More sharing options...
KEYWEST_RICKS Posted December 18, 2014 Author Report Share Posted December 18, 2014 Believe it or not.... I actually get the same error when I download from the web site. I still have the problem and now need to put a phone call into tech support...... Hopefully it will be resolved soon Quote Link to comment Share on other sites More sharing options...
jklcpa Posted December 18, 2014 Report Share Posted December 18, 2014 Believe it or not.... I actually get the same error when I download from the web site. I still have the problem and now need to put a phone call into tech support...... Hopefully it will be resolved soon Did you get it installed initially after removing that corrupted file, and now you can't update? Or, are you still working on the initial installation? Quote Link to comment Share on other sites More sharing options...
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