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How to resolve the white screen issue on my Mac

Article ID: 3134
Last updated: 20 Jan, 2021

After a recent update, some customers using TaxCalc on a Mac OS may encounter a white screen when attempting to view a tax return (new or existing). Your data is safe but not visible within TaxCalc itself. The resolution is specific to the Mac OS which you are running so please review the below information. 

The first thing you will need to know is which Mac OS you are currently running. To do this, click on the Apple icon (which is normally located at the top left of the screen) and then select About This Mac.

Big Sur (11.1 / 11.2)

If you are running Big Sur, please complete the below instructions:

  1. If multiple versions of TaxCalc exist in your Applications folder delete all additional instances.
  2. Run this installer - TaxCalc Mac V11.11.058 Big Sur
  3. If prompted select to Replace the current installation
  4. Open TaxCalc and click OK to the Apple message "TaxCalcHub" can't be opened because Apple cannot check it for malicious software.
  5. Open Settings > Security & Privacy and select the General tab and choose for TaxCalc to Open Anyway.
  6. When TaxCalc opens select Settings > Advanced display settings from the top toolbar.
  7. Set 3D acceleration to Use Software Rendering mode.
  8. Set 16-bit colour mode to Support 16-bit colour.
  9. Apply changes then close and restart TaxCalc.
  10. Your returns will now be displayed. 

Follow these instructions to fully uninstall TaxCalc or please contact support if you continue to have an issue.

Catalina or prior Mac OS (10.15 or earlier)

If you are running Catalina or a prior supported Mac OS, please complete the below instructions:

  1. If multiple versions of TaxCalc exist in your Applications folder delete all additional instances.
  2. Run this installer file - TaxCalc Mac V11.11.063
  3. If prompted select to Replace the current installation.
  4. Open TaxCalc and click OK to the Apple message "TaxCalcHub" can't be opened because Apple cannot check it for malicious software.
  5. Open Settings > Security & Privacy and select the General tab and choose for TaxCalc to Open Anyway.
  6. Your returns will now be displayed.

Follow these instructions to fully uninstall TaxCalc or please contact support if you continue to have an issue.

Article ID: 3134
Last updated: 20 Jan, 2021
Revision: 37
Views: 1578
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