I'm here to guide you on what you can do to know the updates about the Lane 5000 PIN Pads, @taroc.

The Community is unable to verify the account which is needed to check for updates about this issue. I suggest contacting our Customer Care team. They verify your account and they will assess the logs on your computer to fix it.

In addition, you can provide the INV-51552 to our representatives as your reference. To ensure we address your concern on time, contact us within Monday to Friday, from 6:00 A.M. to 6:00 P.M. PST. 

Additionally, here an article that'll help you manage your QuickBooks POS account effectively: FAQs. It includes topics about installation, financial exchange, and not limited to data management.

Let me know if you have other concerns or follow-up inquiries about QuickBooks POS Pin Pads and other payment terminals. I'll be around to help. Take care always.

I received an email saying they identified the problem, the manufacturer of the pinpad has corrected it, and they are sending me new pinpads.

Has anyone else received these new pinpads?  Did they correct the issues?

This has been BEYOND frustrating for a lot of us, and I am hopeful these new ones they are sending me work correctly.

I've checked our records and the investigation (INV-51552) is already closed, SkiLBK. Let me share a few info.

If you've received an email from Intuit that we'll send you new pinpads, it's a replacement for the defective one. You should be able to use it without any issues.

Also, I suggest reaching out to our customer care support for any updates about the new pinpads.

Get back to us if you have other concerns. We'll be right here to help you. Take care!

I have been using the replacement pin pads now for a week. Open/Close/Login Quickbooks a time or two before running a transaction. You should see a message of updating the pin pad when logging into Quickbooks. Each pin pad needed this before working correctly.

I received my replacement PIN pad, followed the PIN Pad Setup Guide, and this just made things worse. 

1. The PIN Pad Setup Guide is incorrect. Step 6 asks users to follow the onscreen instructions and set up the replacement PIN pad. There are no instructions in the hardware wizard for accomplishing that task. I figured that the correct instructions would ask users to navigate to the PIN pad setup step in the wizard to install the PIN pad so I did that, but then there was no prompt to connect the replacement PIN pad. Great start, Inuit. Terrible tech writing here.

2. I went ahead and connected the replacement PIN pad and was able to use the wizard to test the connection successfully. However, after I completed the wizard, QB POS updated the PIN pad software, and when I performed the obligatory restart of the application, my heart sank. The application now takes three to four minutes to start, and after it does finally open, it refuses to see the replacement PIN pad. Thanks, Intuit QA for doing such a superb job. I love wasting my time debugging. Thankfully, I have my old CC swiper still installed so I can run transactions.

So, after a week, how would you say these are working for you.  I'm the OP here and I still haven't gone back to the Lane 5000 on all workstations.  Any glitches you are still seeing?  

Hello there, JFKATZ23.

The investigation is already closed as my colleague mentioned. 

Did you receive an email from us about a replacement? We can check it out in your Spam and Inbox folders and then reach out to us for any updates. 

You can check out this link for more details on the recent changes, improvements, and fixes in QuickBooks Desktop Point of Sale 19.0.

Always know we are here to help. Take care!

I was sent replacements months ago.  I installed two of them and have still had non stop issues ever since.  I'm still using the IPP350 on the floor as I can't risk losing any more business. 

My question was directed at a fellow user to see if they were seeing any glitches still after recently updating a week ago.  There's NO WAY this issue can be said to be resolved when people continuously post in this thread about their issues.  And even if it is on Intuit's end...fellow users can discuss their issues and maybe hints and fixes they have.  

I received my replacement pin pads and installed this morning.  No freezes so far, but still not without issues.

My issue is that the new pin pad is forcing all cards that it recognizes as a debit card to input a PIN.  Some customers choose to use their debit cards as credit and other customers cannot remember their PIN, so this is a BIG problem.  I found the option in the workstation preferences that by default is selected and forces a PIN, but when I de-select it, save my selection, close the application, allow the pinpad to update itself, it still requires a PIN when it recognizes a card as a debit.

Anyone have any ideas for this?

Thanks for joining us here today, @SkiLBK. Appreciate the details about what you've done so far to resolve.

I'll share some steps to fix this. You'll want to go back to your preferences again and make sure to de-select the forces a PIN option. Then, reset your POS release version. This process fixes issues with the program and ensures devices will run properly.

Here's how to do it:

1. Sign in to your POS system as an admin.
2. Go to the Help menu and hover over Software Update.
3. Select Check for updates. If QuickBooks finds an update, you'll see it as an option.
4. Click Update now and then OK.

For details, check out this guide: Update Quickbooks Point of Sale.

After updating, check if it still requires a PIN. If you encounter the same result, I recommend contacting our POS Support. That way, they can take over and provide further assistance for you.

Use this link to reach out: POS Technical Support.

I've also added the links below in case you need help with other tasks in POS. Just look for topics that fit your concern.

• QuickBooks Point of Sale Help Articles.

• QBPOS Payments & PinPads - expectations and troubleshooting.

Let me if you have other questions or concerns with PinPads or the program. I'm more than happy to help. Take care and have a great day ahead.

My new one is working good so far with the new software update

Good morning, @poser. 

Thanks for reaching back out to us and letting me know that your system is working properly. 

I'm so happy that you were able to do the new software update. I'm glad that this was able to fix your problem. 

Please let me know if you have any other questions or concerns about this issue. I'm always here to lend a helping hand. Happy Friday Eve!

All of the post ended in OCT 2020 we just upgraded to POS 19 and the Lane5000 and are now getting the Pin Pad not detected after working for a week we have a month before intuit will no longer support the old pin pads that we had to go back to and it does not seem that intuit or ingenico is doing anything about the problem. How can intuit force you to buy a upgrade that cost 1280.00 for two stations then not support a defective product. After 20 years of doing business with them it looks like it is time to find a POS program that works

This is not the kind of service we want you to experience in QuickBooks, rockrustler.

 As mentioned by my peer, there’s an ongoing investigation into the error you’re receiving (INV-21727). I assure you there are full of experts who are knowledgeable in all aspects of QuickBooks. And we're always pleased to help you along your way to success. 

For now, you disable the Automatically log out a user after each sale feature to avoid your POS system from freezing.

Community is a public forum and the security of your account is our top priority. The reason why we let affected users call our phone support is to make sure your information is kept secure and private.

Thanks for your understanding and patience as we are doing our best to get this fixed.

For future reference, read through this article to learn more about Hardware to use with QuickBooks Point of Sale.

Please don't hesitate to leave a comment if you have additional questions or I can be of any assistance. I'm always here to help.

Why are you guys saying there is still an investigation. The problem has been fixed and intuit has sent out replacement pin pads. I received mine a couple weeks ago and have been using it without any issues yet. Just be honest and stop the lying to everyone. 

Hello there, Kevprit000.

I've updated my answer above.

I appreciate you giving us an update on the steps you've done. I'll make sure that these new updates will work in POS smoothly.

I've added this link for additional information about Update Quickbooks Point of Sale.

You can also check this link for additional help about Hardware to use with QuickBooks Point of Sale.

Let me know if you have other concerns in managing your POS account. I'm always here to help.
​​​​​​​

Those steps do nothing and you are just causing more issues ha d headaches and loss of money for merchants. There was a flaw in the lane 5000 and that’s why intuit had to send out replacements to fix it. Why put customers through hours and hours of back and forth nonsense and have them do the same troubleshooting steps everytime someone calls instead of being open and honest with the the real issue is. Someone really needs to do a class action against intuit for this. I personally know dozens of merchants who lost a lot of money including me from this issue. And then was treated horrible everytime I called about the issue and no one would even acknowledge the issue unless I went through the same bs troubleshooting steps everytime. 

It’s been fixed?  I have the new pin pads, as do others, and we are still having many many issues. Do you have any best practices to share that can help others?

I have this same problem > new v19 and lane 5000 last week. Now errors. What does Automatically log out a user after each sale mean? Where is this option? 

I’m here to provide information about Automatically log out a user after each sale feature, @knitonpearl.

The Automatically log out a user after each sale feature is a configuration set up where the POS device will get logged off after each transaction.

You can follow these instructions below to locate the said feature:

1. Select the File menu, then choose Preferences.
2. Go to the Company option.
3. Click the General tab.
4. Under Options, go to the Automatically log out a user after each sale.

I’ve attached a screenshot for your visual reference:

You can always visit our Support page to learn more information about QuickBooks. It provides tips, instructional videos, several resources to help you understand our product's features and its benefits.

I’ll be right here to help if you have other questions or concerns about the feature. Always take care!

Thanks for the suggestion, but I think that made it worse. 
Count me among those who have POS freezing and communication errors. I was just forced to pay $700 for this nonsense. Why are you insisting on this when it’s full of bugs???
I downloaded the 3.26 driver and installed a lane 5000 pinpad I got last week. It worked for 6 days. 
Do you have a response or a suggestion? 

I appreciate you for going through the steps shared by my colleague above, @knitonpearl.

I got some additional steps we can perform to isolate this issue. I recommend updating your QuickBooks Point of Sale (POS). This way, we can guarantee the software is packed with the newest features and fixes. Let me show you how.

1. Sign in to your point of sale system as an admin.
2. Go to the Help menu and hover over Software Update. 
3. Select Updater Preference.
4. Click the General tab.
5. Select Automatically download updates.
6. Then click OK.

You can also read through this article for more details: Update Quickbooks Point of Sale.

If the issue persists, I suggest doing a clean install. This will uninstall the program and reinstall it with a clean slate. If this is not the case, I suggest contacting our Support team. This way, you'll be added to the list (INV-21727) of affected users and be notified via email of any updates.

I've also added this link that you can use for guidance in case you need to void your customer payments: Void or refund customer payments in QuickBooks Point of Sale.

Please bear with us as we're working to fix this. In case you any other concerns about managing your POS, you can always tag me in your reply. I'll be around to back you up. Keep safe and take care!

I will check for updates but I bought/installed the upgrade LAST WEEK. When you forced me to upgrade. 

I was forced to upgrade because v18 no longer supported my old pinpad (which was lousy, but worked). 

If you've been debugging since OCTOBER and haven't worked this out, how can you force an upgrade? 

Incidentally, Sunday, when you aren't open, is the best day to dig into debugging because we are also closed. I spend a substantial amount of my time on this. 

Like another poster here, actively pursuing QB alternative. 

Thanks for the info about cancelling transactions. I hope I don't need it. I'm sure you are continuing to charge me for card processing during this debacle. 

So painful.

It seems that the installation instructions have changed.  I installed two of these for a client and they are having the same issue.  I have more clients to do and just received the Lane 5000 today.  After opening it, I found that the installation instructions are different, and they give a web address to get the drivers before plugging in the device.  I would uninstall the device, download the new drivers and follow the instructions.  Here is the web page, I hope it helps

posdrivers.intuit.com and it states to follow the instructions