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JFKATZ23
Level 3

Point of Sale 19.0 Lane 5000 Freezing

We upgraded our Point of Sale to 19.0 last week and installed the new Ingenico Lane 5000 pin pads this week.  Installed the drivers and have tested and been using the pin pads for a few days now.  Once a sale has been completed, if point of sale is left in the Sales Screen the pin pad freezes up.  If it freezes and you leave the sale screen, it stays with a screen asking to "Please Insert, Swipe or Tap Card".  Will not go to the Intuit Quickbooks screen.  Even if I exit Point of Sale completely, the pin pad continues to be frozen.  The ONLY solution we have found is to unplug the pin pad from power and let it reboot.  Takes at least 5 minutes with a customer waiting while you reboot a pin pad and point of sale.  

 

I can't be the only one who is experiencing this.  Any tips or tricks?  Would love to know a quick way to reboot the pin pad without unplugging it.  Cannot find anything on line. Support line was absolutely ZERO help.  Basically told me, that's just the way it is.  

190 Comments 190
IamjuViel
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

I can help you sort this out, @JFKATZ23.

 

Let's start by making sure that your point-of-sale software is updated to the latest version. Doing this will make sure that you're able to download critical product updates that can fix the freezing issues in your QuickBooks. I can guide you on how to do it.

  1. Go to the Help menu.
  2. Hover over Software Update.
  3. Select Updater Preference.
  4. Choose the General tab.
  5. Click Automatically download updates.
    • You can also select Notify me so you can decide if you want new updates when they're available.
  6. When you're done, select OK.

Once completed, close QuickBooks to ensure that all components are updated. You can read through this article for more detailed instructions: Update Quickbooks Point of Sale.

 

Also, the other possible reason why QuickBooks Point of Sale is freezing is that the Windows admin permission was not given to POS software. You'd want to run the QBPOSAdminUtility on your computer where it is installed to fix the issue. Here's how:

  1. Download the utility to a location on your computer.
    • Make sure to do this for each server and client workstation that has Point of Sale installed and will process credit cards.
  2. Right-click on the QBPOSAdminUtility.exe.
  3. Select option Run as administrator.
  4. Once the utility runs and is successful, click the OK button to complete the process.

I've added these articles to help you resolved any unexpected behavior when working with QuickBooks POS:

Leave a comment below if you have other questions about using QuickBooks Point-of-Sale. I'm always here to help.

JFKATZ23
Level 3

Point of Sale 19.0 Lane 5000 Freezing

Thank you for your reply but none of these work.  In this case, Point of Sale program is not freezing...the pin pad is locking up.  The program continues to work, but you have no pin pad functionality.   Ingenico has blamed this on Point of Sale program and cannot provide a solution.  

ken-skybar
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I get a similar problem. I have four instances of QBPOS, I updated them all a few weeks ago to v19.0 and also added the Lane 5000 to two of them. I updated the driver to 3.22 from the 3.15 that is supplied with the v19.0 update. Both pin pads will work fine for a week or so and then suddenly the pin pad will freeze right at the end of a transaction and QBPOS also freezes. The only way out of it has to be to unplug the Pin Pad and power-cycle it, and either kill QBPOS via the Task Manager or re-boot the entire computer. The worst thing is that it freezes after authorization but before the transaction is saved; this means when QBPOS comes back up it will find a transaction that was not saved and instead of saving it it reverses it; so I'm out of pocket.

 

This has happened on both computers that have the Lane 5000; these are completely different computers but they both have Windows 10 with all the latest updates. QBPOS is also updated with all the patches up to the one from 9/29/2020 -- I don't think there are any more recent.

 

When the pin pad is working it works great and is an improvement on the 350 but this freezing problem is a real pain. 

 

I doubt that any of the fixes suggested  will help since I would have thought if there was a permission problem it cause a constant failure; but the pin pad works most of the time and then suddenly hits this condition and freezes up.

JFKATZ23
Level 3

Point of Sale 19.0 Lane 5000 Freezing

Thank you for your reply...I'm on V3 which is the latest and have done the Admin Permissions but none of these work. 

 

In this case, Point of Sale program is not freezing...the pin pad is locking up.  The program continues to work, but you have no pin pad functionality.   Ingenico has blamed this on Point of Sale program and cannot provide a solution.  

Joesem M
Moderator

Point of Sale 19.0 Lane 5000 Freezing

Hello there, @JFKATZ23, @ken-skybar.

 

Since the steps shared by my colleague doesn't work, I suggest contacting our POS Customer Care team. They have the tools to expedite the resolution of your card reader. Please check out our support hours before getting in touch with them.

 

Here's how: 

 

  1. Go to this link: Contact Payments Support
  2. Look for the QuickBooks Desktop Point of Sale section. 
  3. Click Chat with us or get the phone number to call them.

 

You can check out this website: QuickBooks Point of Sale (POS) FAQ. It has a series of articles to help you manage your Point of Sale (POS) such as using financial exchange in the software, installing hardware and software drivers, and processing payments.

 

Also, I've compiled some articles I find helpful about using QuickBooks Point of Sale:

 

 

I’ll be around if you have other concerns in mind. Leave a reply and I’ll answer it for you. Keep safe.

 

poser
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I just upgraded to V19 with all the latest updates and lane 5000 worked great for one day and now when I open a receipt it will not connect to the pip pad.   I have rebooted pin pad, computer and pos several times and no success.  I have played with the settings in pos for the pin pad it says it is mandatory for the new lane 5000 to do a reset every 24 hours but it does not seem to change to the time I select it to. The default is set for 3:00a.m  and says it will take 24 hours for the new time to take effect. But I am not sure if it is capable of doing it while the computer is sleeping?     I try to do a test connection to the pip pad in the hardware setup but it fails every time!     I would say it sounds like intuit definitely has some issues going on with this new lane 5000

JFKATZ23
Level 3

Point of Sale 19.0 Lane 5000 Freezing

I was on a chat yesterday with point of sale support. Essentially having me uninstall and reinstall the pin pads. This did nothing. Pin pads continued to freeze throughout the day.

 


Since Point of Sale support is no help and no one there seems to be invested in helping, I will try Ingenico support to see if they have some sort of work around. 

Extremely unhappy with how this is progressing so far. When you essentially Demand an upgrade, it should be to a near perfect product. Not a new one filled with even more glitches. 

ken-skybar
Level 2

Point of Sale 19.0 Lane 5000 Freezing

So today is Saturday and the store is busier than during the week. The pin pad just froze again at the end of yet another transaction, in this case QBPOS was stuck in the transaction screen but the QBPOS itself was still running and it was possible to get back to the home screen, clear things and keep going. But of course the transaction never got saved and was reversed and the store is out of pocket again. The pin pad was power-cycled and started working again. And it worked ok and did several transactions for about 15 minutes but then it froze again, same symptoms.

This looks like a timing bug in the handshake between QBPOS and the Pin Pad, and timing bugs tend to reveal themselves more often when the transaction rate goes up;  this is going to be a pain as this is coming into the busiest time of year. 

My wife was on the phone with Intuit support for almost an hour a couple of days ago but nothing was resolved; I think this is a bug and will not be solved by the standard phone support people who are always very courteous and try to be helpful but are limited in what they can do if the problem is not in the script.

poser
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I went back to using my ipp350 and have not had any trouble, but I really would like for the lane 5000 to work so we could take advantage of the contactless option!!

ACC Consult
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I am having the same problem.  I have 4 stores and 7 POS workstations, all unplugging and restarting multiple times thru each day.  I have lost sales as a result too - a customer initiates a credit card payment, the system freezes but after an approval code is issued.  Checking on the merchant services website later I have found the transaction reversed.  Intuit Merchant Services essentially said "so sad but nothing we can do to recover the funds." I also get very poor results for customers that want to use Apple Pay.  Most times our customers have to switch to a credit card.  

The compelling reason for upgrading to v19.0 was touchless payments.  This is turning out to be a big disappointment.

hometownrefurnishing
Level 2

Point of Sale 19.0 Lane 5000 Freezing

We have had the same issue 3 times.  Once it reversed it as a cash return, and I was unaware so I charged the customer a second time. Therefore, had to refund it and eat the processing fees.  Today I lost the sale all together because the customer already left.  This is a huge issue that needs to be repaired asap.  

hometownrefurnishing
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I am afraid we will have to do that too! Do they work ok with the QB 19?

Thanks!

klmFluffy
Level 1

Point of Sale 19.0 Lane 5000 Freezing

I am having this problem as well. We have lost about $500 so far. The most infuriating thing is I can't get ahold of anyone at Intuit

MariaSoledadG
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

Hi klmFluffy,

 

There's an ongoing issue about QuickBooks Point of Sale w/ Tetra Lane 5000 interruptions. Our engineers are working to fix this as soon as possible.

 

In the meantime, I suggest contacting our Payments Support Team to add you to the list of users who are affected. If you're unable to get hold of a representative, you can try again later. Our customer service representative may be busy assisting another call at the moment.

 

I've also included the Point of Sale FAQ in case you have questions about Point of Sale (POS). 

 

Reach out to us if you need anything else. I'll always be right here to help you in any way.

ken-skybar
Level 2

Point of Sale 19.0 Lane 5000 Freezing

Relieved to hear there is recognition this a problem. Things got so bad we unplugged the Lane 5000's and went back to using card swipe which increases our risk but is better than losing money on the sales when the customer had left already. Looking forward to the fix.

Thx.

SkiLBK
Level 2

Point of Sale 19.0 Lane 5000 Freezing

Fed Up!

Finally got fed up today and took out the Lane 5000 and went back to the old pinpad.  Today the 5000 locked up several times and almost cost me $357 when it locked up after authorization...when we restarted QBPOS it reversed the transaction.  Luckily the customer was still there and we re-ran the card.

 

JFKATZ23
Level 3

Point of Sale 19.0 Lane 5000 Freezing

We are getting busier and busier every day as the Holidays approach and the Pin Pads continue to be a problem.  If they're left in the sale screen for more than 5 minutes they're almost guaranteed to lock up.  We need a fix and/or a solution immediately.  We are losing out on money and testing our customer's patience!  

SkiLBK
Level 2

Point of Sale 19.0 Lane 5000 Freezing

This morning I noticed there was a software update for 19.0, so I updated the server and all of the clients.  In the update notes it did mention that the update "Improved the EMV card processing for Contacless PIN Pad."  The update was released on 11/12/20 and is Release 4 (R4).

 

Then I re-installed the Lane 5000, and so far, so good.  We've only had a handful of transactions this morning but it seems to be working and not freezing yet.  I'll keep an eye on it.

SkiLBK
Level 2

Point of Sale 19.0 Lane 5000 Freezing

Update - Nope, the new release did not correct our issues.  The pinpad still locks up QBPOS, had to re-install the old pinpad again this afternoon.

RenjolynC
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

Thanks for coming back here, SkiLBK.

 

Updating the Point of Sales helps resolve common issues within the software. Since you're still getting the same result, I recommend reaching out to our Customer Care Team. They have the necessary tools to investigate the issue and resolve it.

 

Here's how: 

 

  1. Go to this link: Contact Payments Support
  2. Under the QuickBooks Desktop Point of Sale section, select the Chat with us link or get the phone number to call them.

Please let me know in the comments if you have any follow-up questions or other concerns. Take care and stay safe.

poser
Level 2

Point of Sale 19.0 Lane 5000 Freezing

If you are qb employee why cant you be the ambassador for all of us and go to the correct people to resolve this issue for all of us? 

RobG2
Level 2

Point of Sale 19.0 Lane 5000 Freezing

We are having the same problems noted above.   The Lane 5000 Pin Pad works properly for a few transactions.   Out of nowhere, the Sales process starts to slow down the POS screen, at which time the Pin Pad stops functioning.   We discovered we can then enter credit transactions manually for awhile, before the Pin Pad loses its connection entirely and we are forced to unplug the Pin Pad and reboot POS.  Sometimes this works and sometimes it doesn't.  Today we had people in line at the register while we were forced to do this a number of times.   Can you say stress?!     The error message we receive is:   Invalid Version of RBA Found.   Should I return V19 while still under the 30 day free trial period?   While the old pin pad was terribly un-intuitive (microscopic font, customers never new whether to press keys, screen, or menu below screen, etc.), at least it worked.

Rea_M
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

This isn't the kind of experience we want you to have with our QuickBooks Point of Sale (POS) Pin Pad, @RobG2. That's why I'm here to guide you on what actions you need to take care to the issue.

 

Currently, we have an ongoing investigation about Lane 5000 PIN Pads when processing POS transactions. Rest assured that our product engineers are actively working to resolve this issue as soon as possible.

 

In line with this, I suggest contacting our Customer Care team. They can add your account to the list of affected users. This ensures you're in the loop about the investigation's status and its fix. You can provide the INV-51552 to our representatives as your reference. Then, you can also verify if it'll be best to return your V19 while still under the 30 day free trial period.

 

To make sure we address your concern on time, contact us within Monday to Friday, from 6:00 AM to 6:00 PM PST. 

 

Additionally, here an article that'll further guide you in managing your QuickBooks POS account: FAQs. It includes topics about software and hardware installation, data management, and financial exchange to name a few.

 

Please know that you're always welcome to comment below if you have other concerns or follow-up inquiries about QuickBooks POS Pin Pads and other payment terminals. I'm just around to help. Take care.

ken-skybar
Level 2

Point of Sale 19.0 Lane 5000 Freezing

Sorry, I tried to follow the steps you have described above but don't quite understand them. And even if it re-boots the Lane 5000 I don't see how this solves the freezing problem or avoids having a credit transaction reversed.

The next 4 or 5 weeks are the busiest time of year for the store, I am not planning on updating anything right now, my POS systems are working right now and I don't want to risk breaking anything.

 

There was an R4 POS update released on Nov 12 2020, the release note mention that improves the EMV experience; does that mean it is a fix for the Lane 5000 freezing problem? Apparently not if the experience of others on this thread is anything to go by.

 

Still looking forward to a proper fix for the Lane 5000.

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