I too am having issues with the pinpad today spent over an hour with intuit tec got it working so I thought until I turned off the computer and restated it. Then back to the same old (pinpad not detected) I get that there is an issue ( NO ONE CARED TO WARN ME ABOUT BEFORE I UPGRADED) but you need to fix this like yesterday this is my business my paycheck!! I can't afford to loose customers or sells over your machine not working 100%. Plus mine made my whole system run SLOOOOOWWWWWW. Has anyone else ran into this slow issue? 

How long are we to wait for a permanent fix? Frustrated 

Spent 3 hours chatting with tech support!  PS: tech support software is glitchy also - they can’t log in and just fix it - very annoying and time consuming. They enabled logging - so they can figure out the issues. But I am not risking anymore lost sales or frozen computers, so I am not plugging them in. I will continue to use the 350’s. I am working on the hardware return with intuit also.   

Hello everyone,

I'm here to correct myself about the workaround and investigation number I've provided to this thread about the QuickBooks Point of Sale (QBPOS) v19 w/ Tetra Lane 5000 issue.  The steps I've provided aren't the right workaround. With this, I've updated my response and provided the exact investigation number which is INV-51552.

In line with this, I'd recommend contacting our  Customer Care team again. This way, you'll be added to the right investigation list. This ensures you're in the loop about the investigation's status and its fix.

Please let me know if you have other concerns. I'm just around to help.

This is beyond unacceptable.  This past Saturday we had a line at the register at a time when it's already challenging to manage social distancing in the store.  Several people left in frustration and we lost hundreds of dollars in sales.   Intuit, what are you doing to make this right???!!!

Same experience as all of you. Wasted 3 hours with QB Support yesterday. First call (1 hour) they walked me thru creating a log file for the device so they can see what is causing the issue. As soon as I hung up with QB Support the device froze the software again. This time I went on chat. I repeatedly asked the Support Agent to look at the log file that we just created. Copy pasted the Win10 error messages from Event Viewer into the chat window. Again asked about the log file. They kept saying it gets emailed to their Developers and we wouldn't be able to make sense of the log file. So after wasting my time for 2 hours, the only thing their support person could do was have me uninstall and reinstall the PIN pad drivers (which I had already done).  And of course the device froze the software again. What is the point of making a log file if no one is going to look at it?

We have discovered that unplugging and plugging in the USB connector at the PC corrects the problem much quicker than rebooting the pinpad or PC. Give it a try and reply back if that works for you so others will know.

Unfortunately, we cannot keep reaching under the desk all day when there are customers standing in front of us at the register. Need to find a way to make this work as it should without freezing.

This isn't the kind of experience we want you to have with our QuickBooks Point of Sale (POS), @aadam12.

Currently, we have an ongoing investigation about QBPOS v19.0 and Tetra Lane 5000 Pinpad interruptions. Rest assured that our product engineers are aware of it and are actively working to fix this issue as soon as possible.

In line with this, you may consider contacting our support team. They can add your account to the list of affected users. This way, you'll get a notification of its status and once it's fixed. You can provide the INV-52625 to our representatives as your reference. 

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

I've also added this article that'll further guide you in managing your QuickBooks POS account: POS most commonly asked questions.

Don't hesitate to click the Reply button if you have follow-up inquiries about QuickBooks POS Pin Pads and other payment terminals. I'm just around to help. Keep safe always.

On Dec 4th, my wife (she owns the business, I'm just her IT person), got an e-mail from the POS Payments team saying the PIN PAD manufacturer had identified a defect in the PIN Pad software and that Intuit was going to send a replacements for the two that we bought. Today is Dec 12th and nothing received so far. Hopefully this will fix the problem. Did anyone else on this thread get such an email? Did you get your replacement PIN PAD? Is it working for you?

We've had the same issue with over 50 hours of time with phone support.  I am so very sorry to hear theses stories, ours are the same. 

We did get a new terminal request approved only to find out they are backordered.

At this point after 14 years of using quickbooks, its simply not a good fit anymore.

We are experiencing the exact same problems with ZERO solutions from QB despite countless hours on the phone with their customer support. QB clearly did not properly test the Lane 5000 before selling it to their clients and the outcome is extremely frustrating. We're losing customers who don't want to wait for us to unplug and reboot the pinpad, and we've lost sales and have inventory problems when the entire system freezes and cancels the previous transaction after the customer leaves. Unless we  find a serious solution to this problem immediately we are going to switch to another POS system completely.

Has anyone found a remedy to the problem? 

I can totally see where you're coming from, @LittleStore.

Rest assured the issue was already investigated by our product engineers to get a resolution as quickly as possible. If you've already contacted our support team, you'll automatically receive an email notification of the latest updates.

If not, you can reach out to them, and have your account added to the list of affected users in this investigation (INV-52625).

I appreciate your patience as we continue working for a fix of the issue. If you have any other QuickBooks questions, please feel free to leave a comment below. I'm more than happy to help. Have a great day!

We have spoken with technical support for countless hours and they have acknowledged that there is a "known problem" with the LANE5000 and they appear to have no idea how to solve it. One support individual disclosed that he has been seeing this with "a lot of customers". At this point, with no resolution in sight we believe that we are better off switching Point of Sale systems and pursuing a refund from Quickbooks. They have admittedly sold us (and many others) a faulty system and we have lost all confidence in their capability of providing a properly functioning point of sale system. One of my biggest concerns is that if they are unable to debug this issue, then I would be concerned about security vulnerabilities and other shortcomings due to sloppy system design and poor software engineering. 

We have not had this occur yet, but only one occurrence, and we go back to the ipp350... immediately.  We simply cannot have this happen.  This should be an absolute priority for your engineers.  If you're pushing v19 and the Lane5000, then there should be no issues... at all.  

You can stop telling people to contact the support team, as if they have any idea what the hell they are doing.  Because, they don't.  Spent 15 minutes and I was basically having a conversation with myself.  And, you can stop with the 'go to our FAQ section'.  How about you get people who actually know what they are doing?  Yeah....how about that?  Getting QB POS v19 seems more and more like a HUGE mistake.  SQUARE probably has better customer service and waaaaaay less problems.  And, as an aside, I was told that there can be multiple discounts for one item (if you get 6 items it's 10% and if you get 12 of the same item, it's 15%).  Well, no... this is NOT the case.  So, do you QB people want to get your crap together and fix these things?  It's not the 80's anymore...

Well, it happened to us and the transaction was reversed after the customer left.  So, I assume Intuit will reimburse us for the lost money?  The old IPP350 is going back onto the system, and this piece of crap credit card reader goes in the closet.  You guys there want to get on this now?  Yeah, how about that?

The dust has settled from the holiday season and I finally have a chance to comment on the Lane 5000 issues referred to above.  What is clear is Intuit sold an item that was not ready for prime time.   We have lived through a 60 day retailer's nightmare.   We lost thousands of dollars due to people walking out of the store as we tried repeatedly to restart our computer and pin pad.  I spent one day on the phone with a nice woman from the Philippines who tried to help.  She called back the next day to see if things were working and I said no.  I never heard from her again.   When we tried at one point to switch back to our old 350, she informed me that the POS V19 I had been required to purchase was not compatible with the 350.   Thus we were forced to enter every transaction manually.   No one has had the courtesy to offer a solution or to update us on any fixes.   The response is simply inexcusable.    Instead of procuring a piece of equipment that would help us minimize contact, we were forced to handle everyone's card.  

Thank you for making my holiday season at the store a living hell.   I purchased POS V19 and the Lane5000 to help create a contactless environment.   It failed to work properly from the outset.   We lost thousands of dollars in December as the hold-up at the counter made social distancing impossible as we repeatedly restarted the pin pad and computer each time it would freeze (dozens of times per day).   I am beyond furious.   Never an offer of a stopgap solution.    We were forced to handle all transactions manually, increasing contact with customers whose cards we had to handle.   I expect full recompense for the fees and money we lost over the last 2+ months.

Just want to chime and say I have also been having all these issues since we were forced to install 19.0 and got the Lane 5000.  We've lost a lot of money because of the constant freeze-ups and it made an already extra stressful holiday season that much worse. 

I've tried doing the chats many times which usually are a dead end as they "transfer" me to another chat that doesn't work.  I've called multiple times and been told that it's a known issue.  Last time I was told to call again if we had this issue again but after so many calls without results, I don't see the point.

Has there been/will there be any reimbursement for anyone?  

I'm also curious if anyone has switched to a different POS system they would recommend?  I'm hesitant to switch because it will be an interruption to my business, but at this rate I'm losing enough money using QB it might be best.

I feel your frustration I too was forced to upgrade only to have the new system not work loosing me $$. Unlike you I am a very small business so I don't get many customers at once however when you have to have them wait 5mins while you try to get the machine to work that is embarrassing

I was offered NOTHING no solution NO refund Nothing 

Still nothing from QB POS...have spent numerous hours on phone with techs who admit they have no fix.  QB will not offer reimbursement or any solutions.   Disgusting.

Thanks for joining on this thread, @JeninDenver.

This is not the experience I want you to feel for our system. 

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. If you haven't called our support yet, I'd suggest reaching them to add your company to the list. Rest assured, you'll automatically receive email notifications of the latest updates.

Ensure to call then within our business hours to address your concern promptly. 

In the meantime, let's perform the workarounds provided by our engineers.

• First, reboot the Pin Pad, then re-process the transaction. 
• If you have the old iPP350 PIN Pad, you can switch over to using that pin pad instead. It will also work with POS 19.0.
• If you have a USB card reader, you can use it too as a second workaround. 
• Manually enter the order in the POS system. 
• If the issue persists, I'd recommend using a credit card vs. a debit card. 

Please browse this page: Help Articles: This contains the How Do I question about POS.

Let me in the comment section how the workaround goes. I want to make sure this is taken care of. 

Keep getting the try this response. That is not a solution. We invested in two new computers (Win 10 just sucks) and two licenses. You demanded that we upgrade. Intuit should have this figured out by now. It's a too common problem. You may have noticed that the pandemic is having a bad effect on small retail operations. Your lack of concern that your expensive upgrade is not working well is disappointing. We need solutions that work. 

I to am having the same problems, any kind of solutions out yet??