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Jlstore
Level 1

QB Pos desktop freeze/lock up while accepting debit/credit cards

Does anyone know if there is a solution for this? It seems like the qb tech have no clue and telling me that the engineers are working on it for the last year and half. 

Also, anyone knows any other software that is better than QB?

11 Comments 11
AdrianG001
Level 4

QB Pos desktop freeze/lock up while accepting debit/credit cards

The user can re-install QuickBooks and see and if still issue persists, then run QuickBooks refresher tool.
 
 
Regards,
Adrian
GraceC
QuickBooks Team

QB Pos desktop freeze/lock up while accepting debit/credit cards

Hello there, @Jlstore.

 

Currently, our product engineers are continuing to look into the root cause and possible solutions we can't provide a workaround as of now. Once we have new and relevant information, we will communicate that to you.

 

However, when downloading and installing updates for multiple POS workstations, the Server is always the computer to which the updates are applied first. Once completed, restart the computer to ensure all components are updated.

 

 For additional insights, you may check out this article: Update Point of Sale to the latest release.

 

Please don't hesitate to visit us here in the Community if you have other questions. I'm always here to help.

BigtennisBob
Level 2

QB Pos desktop freeze/lock up while accepting debit/credit cards

This reply was a year ago and it is still happening in  my business.  Customer is at counter with the terminal saying transaction is approved and their phone confirming debit from their bank but the program freezes and I do not receive payment.   This is not good business. 

Rasa-LilaM
QuickBooks Team

QB Pos desktop freeze/lock up while accepting debit/credit cards

Thanks for following on this thread, @BigtennisBob.


Allow me to share some information about why QuickBooks POS freezes when accepting payments.


This issue is already reported to our engineers (INV-21727). They’re all hands on deck working to get this issue resolved as soon as possible.


While waiting for the permanent solution, I suggest signing up for the list of affected users. This is to ensure you’re in the loop about the progress of the investigation.

 

We’ll have to collect sensitive information to pull up your account, so I recommend you get in touch with our Technical Support Team for further assistance. They can add your company information in a secure space. Aside from that, one of our specialists can help disable the Automatically log out user after each sale feature. This is to avoid your POS system from freezing.

 

Check out the Contact Payments Support link to view the complete support information and service hours.  Let me also share the Resolve unexpected errors when opening POS guide. It outlines the complete steps on how to fix issues when processing a transaction or opening the software.


I appreciate your patience while we’re working on this issue. Please let me know how the call goes. I want to make sure this is taken care of for you. Have a good one.

GardenShopSarah
Level 1

QB Pos desktop freeze/lock up while accepting debit/credit cards

This is happening to me and I am losing money. After completing the transaction (it is approved and shows a zero dollar balance due), the program freezes and will not allow us to save or print the transaction or go to another function in POS or do anything in POS. I am able to minimize the program and do other things on my computer, just not on POS. After 10 mins and multiple new customers trying to check out but not able to because of the frozen program, we finally do a control alt delete end program.  When restarting POS it automatically voids unsaved transactions--the one that it froze up on after approving.  I use intuit for our merchant services and just bought/installed the new POS V19 to try to ensure our ability to continue smoothly processing CC/Debit cards.  

 

This exact thing happened earlier in the week. So that is two lost sales (and lost inventory) I tried to chat with POS and Merchant Services Support but it is not available I guess because it is Saturday, so I am reaching out on this platform. 

 

 

 

GardenShopSarah
Level 1

QB Pos desktop freeze/lock up while accepting debit/credit cards

This is happening to me and I am losing money. After completing the transaction (it is approved and shows a zero dollar balance due), the program freezes and will not allow us to save or print the transaction or go to another function in POS or do anything in POS. I am able to minimize the program and do other things on my computer, just not on POS. After 10 mins and multiple new customers trying to check out but not able to because of the frozen program, we finally do a control alt delete end program.  When restarting POS it automatically voids unsaved transactions--the one that it froze up on after approving.  I use intuit for our merchant services and just bought the new POS V19 to try to ensure our ability to continue smoothly processing CC/Debit cards.  

 

This exact thing happened earlier in the week. So that is two lost sales (and lost inventory) I tried to chat with POS and Merchant Services Support but it is not available I guess because it is Saturday, so I am reaching out on this platform. 

 

Mich_S
QuickBooks Team

QB Pos desktop freeze/lock up while accepting debit/credit cards

I'd be glad to help you today, @GardenShopSarah.

 

When your QuickBooks Point of Sale freezes after completing a transaction, you'll just need to make sure QB POS installation is updated to the latest release. If not, I'll show you how to do it:

 

  1. Go to the Product updates section.
  2. Select Point of Sale as your product.
  3. Follow the steps to install a manual update.
  4. Then, reboot your computer.

 

Once done, you can now try to reprocess the transaction. 

 

Please feel free to read these handy articles for your reference. This will help you fix errors in QB POS.

 

Let me know if I can be of any additional help. Take care!

GardenShopSarah
Level 1

QB Pos desktop freeze/lock up while accepting debit/credit cards

I am on release 7 of Version19 POS. If I am in POS and go to help => software updates => check for updates, it checks and says I am up to date and there is nothing to download or install.  Is that the same as what you are talking about? I'm not sure from your instructions where I find the product updates section. 

I will be out of the office the next two days, but will check for a message when I return on Tuesday.  

 

Thanks,

Sarah

LieraMarie_A
QuickBooks Team

QB Pos desktop freeze/lock up while accepting debit/credit cards

Yes, you're right, @GardenShopSarah. That's what my colleague is referring to about updating QuickBooks Point of Sale (QB POS).

 

Release 7 (R7) is the latest release version for QB POS 19.0. I'd suggest running the Verify Data tool to check for any data issues. 

 

Here's how:

  1. From the Help menu, select Debug, then Verify Data.
  2. After it completes, check the validation window to verify any issues.
    • If no errors are found and validation is successful: Close the message window.
    • If an error message is returned: you can use the Clean Up Company Data utility. It repairs transactions and lists damage in your company file.

 

I've also included some articles that guide you when you encounter any error messages:

 

Keep me posted should you need further assistance. I'm determined to help you succeed. Have a great day.

Olympic1
Level 1

QB Pos desktop freeze/lock up while accepting debit/credit cards

Same issue as garden and reprocess charge link is clearly wrong. 

LieraMarie_A
QuickBooks Team

QB Pos desktop freeze/lock up while accepting debit/credit cards

Hey there, @Olympic1.

 

May I know the steps you've taken in resolving the issue? Make sure your Quickbooks Point of Sale (QB POS) is updated to its latest release version. 

 

Here's how:

  1. Sign in to your point of sale system as an admin.
  2. Go to the Help menu and hover over Software Update. Then, select Check for updates. If QuickBooks finds an update, you'll see it as an option.
  3. When you're ready, select Update now and then OK.

 

If you're getting the same result after processing a transaction, I'd suggest running the Verify Data tool to check for any data issues. You can follow the instructions I've provided above.

 

If the same thing happens again, I'd suggest contacting our Technical Support Team. This way, they can further investigate why the program freezes after every sale.

 

I'd appreciate it if you can post about your progress with this issue. I want to make sure everything is straightened out.

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