Ron Kelley's Avatar

Ron Kelley

17 Feb, 2018 06:34 PM

I can log into my Turbotax account, but when I try to do my taxes I just get boxes that are filled with "A".

  1. Support Staff 1 Posted by Cameron Kaiser on 17 Feb, 2018 06:42 PM

    Cameron Kaiser's Avatar

    This is a font problem due to known bugs in the operating system, and we probably need to add the fonts to the blacklist so that the browser selects an alternative which the ATSUI font system can properly display. Unfortunately, the 10.4 SDK does not offer a known way to detect this problem automatically, so this is a manual process.

    To find out which font URLs are offending so that we can put them into the blacklist, I'll need you to do the following steps:

    • Get to a page with the bad fonts.
    • Go to Tools, Web Developer, Inspector. Wait for the Web Inspector panel to load.
    • You will see two main panes on the lower half of your browser. On the right pane, click the Fonts tab.
    • Click the button "See all the fonts used in the page."
    • Scroll through the list of fonts. Some will not appear or will not say "Abc." These are the defective fonts. Below each entry is a little box with part of a URL. Click in that box, Command-A to select all and Command-C to copy.
    • Make a list with each font URL that does not display. I don't need the other URLs.
    • Post that list here so I can analyze it.

    If you can do this by the end of today (Saturday February 17), it will make FPR6 beta. Otherwise, it will be deferred until FPR6 final, which is scheduled around March 12.

    Please note that if the font in question is used for displaying icons or other characters which other fonts may not have, the page may still not display properly. There's nothing I can do about that; this is actually an operating system bug in 10.4 and 10.5 that we have to work around.

  2. 2 Posted by Ronald Kelley on 17 Feb, 2018 06:55 PM

    Ronald Kelley's Avatar

    Thank you for getting back to me so quickly. I followed your
    instructions and these are the fonts that I came up with:




    Let me know if I can be of any further help in fixing this problem.

    Ron Kelley

  3. Support Staff 3 Posted by Cameron Kaiser on 17 Feb, 2018 07:06 PM

    Cameron Kaiser's Avatar

    The icon font actually checks out. That might have just been because "Abc" wasn't in the font character map.

    The other two, plus their WOFF variants, are indeed triggering the bug. They will be blacklisted in FPR6 beta. The browser will automatically fallback to a similar font.

    Please note that sometimes the fallback itself also makes ATSUI barf and we need to iterate over this a couple times. There's no way to know this in advance. The main TurboTax page doesn't seem to have this problem and I'm not a TurboTax Online user, so I can't do further analysis myself. We'll just see how far we get with this (likely builds available next week).

  4. 4 Posted by Ronald Kelley on 17 Feb, 2018 07:09 PM

    Ronald Kelley's Avatar

    Thank you.

  5. 5 Posted by Ronald Kelley on 14 Mar, 2018 05:36 AM

    Ronald Kelley's Avatar

    Just wanted to let you know that the last update fixed the Turbo Tax
    problem. Thank you very much.

    Ron Kelley

  6. Support Staff 6 Posted by Cameron Kaiser on 14 Mar, 2018 05:53 AM

    Cameron Kaiser's Avatar

    Great! Thanks for following up. I'll close this ticket.

  7. Cameron Kaiser closed this discussion on 14 Mar, 2018 05:53 AM.

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