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EMV-ready Ingenico iPP350 pin pad stops responding after a while

A few weeks ago, we purchased 2 of the "EMV-ready 2.0" Ingenico iPP350 pin pads for credit cards and debit cards. This was due to the "End of support" message that was displayed in the QB POS about support ending for the non-EMV ready pin pads by the end of August 2019. The old pin pad we had was working fine for 6 years or so, connected to an HP desktop. That Windows 7 Pro desktop had originally been running QB POS Pro 2013, before we upgraded to QB POS Pro v18 last year.  Other than not being able to use the chip slot, the old non-EMV ready  iPP350 was working normally. When we received the 2 EMV-ready pin pads, both stop responding after a while (it seems due to inactivity, usually at some point overnight) when connected to that same computer. They both end up getting stuck on "This Lane Closed". The only thing that reliably gets them to work again is restarting the computer. In the process of trying to eliminate this problem, I've switched computers twice (to a different HP and a Dell, both running Windows 10). I've checked USB power settings in the bios, in the OS, etc. The only real clue I have is that they seem to "freeze" or stop responding over night, it doesn't seem to happen in the middle of the day when there's store traffic. The POS computer is left powered on all the time. Lastly, Intuit POS support even sent 2 additional EMV-ready pin pads to replace the 2 new ones they had just sent. But nothing has helped.

 

So, I've swapped computers twice, I've tried 4 different EMV-ready pin pads. They all stop responding and get stuck on "This Lane Closed".

 

I can't be the only one experiencing this issue? Three different computers and 4 pin pads all with the same issue?

 

I'm at my wits end ...

2 Comments
QuickBooks Team

Re: EMV-ready Ingenico iPP350 pin pad stops responding after a while

I appreciate you for sharing the details and the steps you've taken to resolve your concern, @MikeFF.

 

Currently, we have an on-going issue where users like you received the error message saying This Lane Closed and your iPP350 suddenly stops working.

 

Rest assured that this has been escalated to our product engineers and they're in all hand on working to fix this as soon as possible.

 

In the meantime, you can continue performing the troubleshooting steps you've taken. Restarting your computer fix the error and it's the workaround recommended by our engineers.

 

Additionally, I'd recommend contacting our Customer Care Team. This way, you'll be added to the list of affected users. To do so:

  1. Go to Help.
  2. Select Help & Support.

Once you've been added to the list of affected users, you'll receive all available updates about this on-going issue through your email.

 

In case you need some related article for your future tasks, you can always visit our Help Articles page for QuickBooks POS for reference.

 

We appreciate your patience as we're working for a permanent fix. Please let me know in the comment section below if you have any other concerns.

Senior Explorer ***

Re: EMV-ready Ingenico iPP350 pin pad stops responding after a while

Try looking here:

 

https://www.qbdeal.com/quickbooks-point-of-sale-blog/712-my-qb-pos-pin-pad-is-forcing-a-reboot.html

 

This may be the issue if the pin pads stop at 3:20 CDT.

 

Also, look at the model number on the bottom of the pin pad. If it ends in -31p, this is probably what is happening.

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