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katherinejoyceO
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

Thanks for joining in this thread, @Shanep77. I understand we need to fix this issue immediately. As mentioned by my peer @MichelleBh, this is still under investigation and we're unable to provide the exact time for the fix.

 

To make sure you'll receive updates about its progress, I'd recommend contacting our Customer Care team. That way, we can link your company to the investigation. 

 

For future reference, here's our article with a series of links to further guide you in managing your QuickBooks POS account: FAQs

 

Let me know if you have additional concerns. I'll be here to help you more. 

LEONWW
Level 1

Point of Sale 19.0 Lane 5000 Freezing

THIS IS LITERALLY A POS... PIECE OF S#!T PIN PAD! THOUGHT WITH IT BEING NEW AND CONTACT LESS, WOULD GIVE OUR CUSTOMERS A SENSE OF SECURITY IN THESE DIFFICULT TIMES, INSTEAD ITS GIVING THEM AND US HELL, HAVING TO LOSE TIME DISCONNECTING EVERY TIME IT FEELS LIKE FREEZING UP. SMH!!! AS FAR AS CUSTOMER SERVICE AND REACHING OUT TO BE ADDED TO THIS SO CALLED INVESTIGATION LIST... ITS A TOTAL WASTE! I CHATTED WITH ONE PERSON WHO ASSURED ME THIS CASE HAD BEEN CLOSED AND RESOLVED, JUST TO LET HIM/HER KNOW THAT AS OF YESTERDAY TWO INTUIT REPS WERE STILL TALKING ABOUT THIS ISSUE ON THIS THREAD... THEY SENT ME A LINK TO SOMEONE ELSE AND CALLED, ALSO TO TELL ME STEPS THAT WE'VE BEEN DOING ALL THROUGH THE HOLIDAY SALES, IN ORDER TO HOPEFULLY NOT LOSE A SALE BECAUSE OF THIS ON GOING ISSUE. TWO BIG THUMBS DOWN ON THE WAY INTUIT HAS GONE ABOUT THIS ISSUE NOT TO MENTION THE LACK OF SUPPORT. THEY SURE ARE FAST TO OFFER AND TRY TO SELL US SOMETHING NEW, BUT NO REFUNDS OR REIMBURSEMENTS WHEN THE CRAP HITS THE FAN.

JeninDenver
Level 1

Point of Sale 19.0 Lane 5000 Freezing

We've been experiencing this since October when we upgraded.  I got yet another automated email from QB saying they are working on it.  Never reimbursed for lost transactions, never refunded fees when we have to manually enter -- RIDICULOUS.  Read down the feed, many others are going through the same issues.

d4days
Level 2

Point of Sale 19.0 Lane 5000 Freezing

You have got to be kidding me!  It is obviously a timing issue with the Lane5000 and Quickbooks POS.  Something gets lost between the card reader and the software (QBPOS).  I know this and I don't work at QB.  So, I would assume there'll be a class action lawsuit if this continues.  You can tell your boss/supervisor this.  Maybe at that point, something WILL get fixed.  There are enough attorneys out there who will take this up.  We've tried now to do it your way, but apparently that's not working.  So, you want to fix this or what?

dschoenbeck
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I just want to add to this thread.  This is the absolute worst customer service I have ever experienced.  This POS is totally a Piece of Shi-.  You forced us to upgrade to the 19.0 and then use the Ingenico 5000 readers.  I have them quit working and freezing almost every other transaction.  It then reverses the transaction.  My customers are very upset and I can't even begin to tell  you about the employees.  We cannot function as a store with this!!! I have spent countless hours on the phone with tech support and then I even tried the Chat to which the last person just totally cut me off and disconnected.  The amount of money I had to spend on the new software, hardware and then an IT person is unbelievable.  I would agree that if anyone is looking into a lawsuit there are so many of us that would definitely be a part of it.  It is costing us money and customers.  ABSOLUTELY AWFUL!!!!!

SunshineMadison
Level 1

Point of Sale 19.0 Lane 5000 Freezing

Same issue with freeze and reversing transaction out $119 since 1/28/20 to today

ShiellaGraceA
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

Thanks for letting us know about this, @SunshineMadison.

 

Currently, we have an ongoing issue where POS will freeze. Rest assured, our engineers are working on getting this fix.

 

To ensure you'll get an update about the resolution, please contact our Customer Care Support. This way, they can add your company to the list of affected users and provide this investigation number for easy tracking INV-21727. Check out this link for the contact details: Contact Payments or Point of Sale Support.

 

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

 

I'm also adding this link if you need help with other tasks in QuickBooks POS, just look for topics that suit your concern.

 

Let me know if you have other questions or concerns with POS. I'll be around for you. Take care and have a good one.

ErskinesGrain
Level 1

Point of Sale 19.0 Lane 5000 Freezing

Hi,

Just adding to the conversation here too. We are a new business which opened on 12/23. The Lane 5000 pin pad freezes often even with "Automatically log out user after each sale" disabled. 

Luckily so far we have only lost one sale for about $50, but we are constantly required to unplug the pin pad so it can reboot. We are on the latest version and don't need any updates.

Based on this thread this is obviously a known issue, so I'd like to know what are my options for either a hardware or software upgrade.

The current solution is completely unworkable long-term, especially when our business picks up in April and May.

ZackE
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

Thanks for becoming part of the Community, ErskinesGrain.
 

Currently, there's an ongoing investigation about Tetra Lane 5000 PIN pads freezing while in use. Our Product Investigations team has published some recommended troubleshooting steps that can help solve this issue. You'll be able to find each of them in MichelleBh's post.
 

If your device continues encountering interruptions after performing each of the five processes, you'll want to get in touch with our Customer Care team and reference the case number (INV-52625). They'll be able to pull up your account in a secure environment and add you to Intuit's list of affected users. This ensures you'll receive email communications about any updates relating to our investigation. Steps for contacting the Point of Sale support group can be found in katherinejoyceO's post.
 

I'll be here to assist if there's any questions. Enjoy the rest of your day!

dschoenbeck
Level 2

Point of Sale 19.0 Lane 5000 Freezing

We are still experiencing the exact same issues. We were forced to purchase the new 19.0 software and then 3 new Windows 10 computers and Ingenico 5000 pin pads and nothing works!  We have spent countless hours on the phone with tech support.  We are losing money on transactions when the pin pad freezes and then reverses the transaction. We have to disconnect the pin pads and restart at least 10 times a day while customers wait and get frustrated. It is embarrassing. I cannot believe there is no other way to resolve this issue.  Can't you use a different credit card processing machine like Square or anything that may actually work with the software???? Why can't you integrate your GoPayment reader to work with the Point of Sale???? It has been months with not one bit of support or solution.  It may be time to search for a different software company.  On top of it, the customer support has been horrible.  They disconnect the call, they say they will get back to you, or they act like you are the only one who is having this issue.  Absolutely unbelievable.

kgmagnuson
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I think that disabling the Automatic log out after sale is one of the first things to do when you start using QBPOS. That said, our system has that disabled and we still are having freezing issues. I've said this before and I will say it again. Small retailers are getting blasted by the pandemic. Technology is supposed to improve our experience and our customers' experiences. This is not happening. Suggesting that we use technology we already have (IP350) in place of the technology that you recommended is a poor excuse for support. We spent a LOT of money buying the software(albeit at pretty good discount ...will give Intuit props for that) and two new computers. Windows 10 is not a tremendous improvement over Windows 7 and a great deal of time was lost just getting that up to speed. Our staff and us are taking the brunt of the poor shopping experience and causing unneeded stress to our clerks and customers. A little more empathy from the support team and your superiors would be a nice gesture. Please get this figured out.

ACC Consult
Level 2

Point of Sale 19.0 Lane 5000 Freezing

R5 has been released and appears to have been released to address this problem.  It hasn't been pushed to my POS workstations but I was able to download it manually by going to the Quickbooks Downloads & Updates page:

downloads.quickbooks.com/app/qbdt/products

Choose "Not Sure" on the first question then navigate to your version of Quickbooks POS v 19.0 and choose the "Get the latest updates" link to the right of the POS box.  The details of what the update is intended to address are in the "What's New?" link.

I haven't installed it yet.  We removed all the Lane 5000 Pin Pads for all the reasons that have been detailed in this thread, most of all because we were losing money.  I have nothing good to say about Intuit support, and I am not surprised I was NOT notified by Intuit that R5 had been released or that it was close to being released. Intuit support has met my very, very low expectations.  I do hope this finally fixes what should have been fixed months ago.

According to "What's New?"  Release 5 (R5)

  • Improved communication to Tetra Lane 5000 PIN Pad to help mitigate interruptions.
  • Updated Ingenico 3.26 USB driver for Tetra Lane 5000 PIN pad now included in the Drivers folder.

 

Norwichagway
Level 2

Point of Sale 19.0 Lane 5000 Freezing

THe problem with this, customers are losing TRUST in us as a business. Oh machines aren't working again? Nice to know this happens in other stores, but sad for what we pay for in these systems.

Norwichagway
Level 2

Point of Sale 19.0 Lane 5000 Freezing

Absolutely embarrassing 

Norwichagway
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I could have wrote this as well. It's an absolute embarrassment to have this new technology of Windows 10, and v19 of QB, and these new pin pads, and THEY SUCK!!  People want to be in and out of the store, but we have to wait, and wait, and oh, it cancelled, can i manually enter your card, and wait and wait....and ujhdsfjshfhsakjfhks. Beyond aggravating, and if this isn't fixed ASAP, we are jumping this sinking ship!!

Kevprit000
Level 3

Point of Sale 19.0 Lane 5000 Freezing

Can you let us know if this fixed the problem. We are having the same issue as everyone else and when we call Intuit they try to act as if something wrong on our end and there is nothing they can do except tell me to re install drivers. They won’t even admit there is an issue with others too. 

MaryJoyD
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

This is not the kind of experience that we want you to have, @Kevprit000.

 

Can you tell us more about the error you're having with your Point of Sale (POS)? That'll help us get the best resolution for the error you're having.

 

If it freezes when signing in after it logs out after a sale or with the pin pad freezing, our Product Engineering team is still working on identifying the cause of this issue and resolve it.

 

If you’re having any of these errors and or anything else, I suggest reaching out to our Customer Support team. This way you'll be added to the list of affected users and receive an email notification once we resolve the issue.

 

You can reach them by going to this link: Contact Payments or Point of Sale Support.

 

Here's also our QuickBooks Point of Sale (POS) FAQ for a list of articles that may help you with the most commonly asked questions.

 

That should get you in the right direction. If you have any additional questions or require further clarification about your account, let me know by leaving a comment below. Have a great rest of the day.  

Kevprit000
Level 3

Point of Sale 19.0 Lane 5000 Freezing

So this update is not for that problem then. I have contacted support twice already and mentioned that others on the forum were having the same issues and they acted as if this is the first time anyone is having issues with pos freezing while using the new reader. I guess I’ll have to contact them again. 

Kevprit000
Level 3

Point of Sale 19.0 Lane 5000 Freezing

Yes it freezes after making a Sale. I contacted support about a month ago and they made to do a whole list of things and nothing helped. Just contacted them again and they refuse to even acknowledge there is an issue and won’t add me to the investigation to be contacted unless I do all the same troubleshooting things again and send them supporting files to upload. This is insane. I disconnected the reader and uninstalled it and am using my old reader. Just spend 40 minutes with support for them to refuse to add me to that investigation. What is going on.

Gregpeggyw
Level 3

Point of Sale 19.0 Lane 5000 Freezing

FYI - Did that!

R5 on all four computers.

Actually just bought two brand new computers and did super clean installs and windows updates and driver installs, etc etc etc - connections, firewalls, yadda yadda yadda

Same issue - still freezes and looses sales!  Same as in October.... and no contactless yet either.  you get that error before it freezes!

I love having thousands of dollars of hardware just sitting on my shelf collecting dust.

 

Kevprit000
Level 3

Point of Sale 19.0 Lane 5000 Freezing

Same here. Called support again yesterday and gave them the investigation number so I can be added to it and they refused . They wouldn’t acknowledge there was an issue and kept saying they have a workaround and need to troubleshoot my problem. I’ve already done all the nonsense troubleshooting they wanted last month and now trying to make me do the same bs. Told them i uninstalled the reader and refuse to use it again until they release a fix so they refused to add me to the investigation for this issue so I can be notified of any fix. Never ever have I had such horrible support in my life . 

KitchenGrl81
Level 1

Point of Sale 19.0 Lane 5000 Freezing

I completely agree! I also had the pin pad freeze during a sale and then it reversed the sale after I rebooted. I foolishly let the customer leave since the POS screen said the transaction had been completed. I am also out money. This is a TERRIBLE software upgrade with absolutely no help on the part of Intuit. I have not had time to call, but it's pretty clear after reading multiple complaints that they will not solve the problem and it would be a waste of my time. I purchased the upgrade in October and I actually waited to install until AFTER the holiday season. I am so glad I did! What a nightmare this would have been during the busiest holiday season my shop has ever had! QB gets an F...epic FAIL!

BOBBBL
Level 2

Point of Sale 19.0 Lane 5000 Freezing

Please add me to the list of Retailers having freezing problems... We have three stores and they all have this issue. We installed the update last week but that did not correct the problem.

 

Intuit Quickbooks POS, please add us to your long list of Retailers having Pin Pad problems.

FritzF
Moderator

Point of Sale 19.0 Lane 5000 Freezing

Thanks for joining this conversation, @BOBBBL.

 

For you to be added to the notification list about his ongoing issue, I suggest contacting our Support team. They have tools that can pull up your account and add your details to the list. This will also help our Product Engineers determine the number of affected users.

 

An email notification will be sent to you once this has been resolved. I'll also inform you here when we get the update as well.

 

To reach them, refer to this article to get their most updated contact information: Contact Payments or Point of Sale Support.

 

For tips and other resources, you may visit our website for reference: Self-help articles.

 

Please know that I'm only a few clicks away if you have any other issues. I want to make sure everything is taken care of for you. I'll be here to help. Have a good one!

gregpeggyw
Level 2

Point of Sale 19.0 Lane 5000 Freezing

Oh, yes, please contact support!  They have been so helpful at resolving this on going upgrade issue since October!  Please have three hours of uninterrupted time with dedicated computer access  available to help them troubleshoot and identify the issues!

I have had these Lane 5000’s for six months....and I’ve only lost several hundred dollars in lost transactions....and lost consumer confidence.  Ohhhh, no it’s your credit card, Mr. Customer,  it’s our system, just give me a minute while I restart the computer and try running your card for the fourth time.....

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