cancel
Showing results for 
Search instead for 
Did you mean: 
kgmagnuson1
Level 1

Point of Sale 19.0 Lane 5000 Freezing

Still having issues. On Sunday, I re-connected our PP350. Setup and Hardware test went swimmingly. Monday, everything worked well. Tuesday, the software would hang up when a user tried to login. UPDATE PIN Pad. Constant loop and the exit button was greyed out so Ctrl-Alt-Del, reboot, re-open the software. Same issue. Disconnected and reconnected the PIN Pad. Same issue. Win10 has all the latest updates(some of which suck with Pro Series tax software, but separate issue) and QBPOS v19R5 is installed. First tech support person was clueless and would not get out of script. Hung up and called back. Second support person was a little more empathetic, but the solutions didn't work. While on the phone, I was able to select the Help menu(couldn't select exit), and the loop stopped and the software opened. PIN Pad seem to work okay. Closed the program and reopened it only to have the same user login issue. Support person tried to glance in and do a remote, but they were having issues on their end. Said he would call me back in 15 minutes. 40 minutes later. Crickets. This is costing us money. Even when you get in, the PIN pad connection picks the worst times to malfunction. Our backup is Square, but while customers are waiting to give us money, we have to f*&k around with balky software and hardware that have had issues for at least a half year now. Intuit offers workarounds that are half-assed at best and are not remotely close to a solution. Been through this hell before with third party payment service providers, so we came back to Intuit Merchant Services. That worked fine until we installed the Lane/5000. Now, the PP350 doesn't work consistently, the new hardware doesn't work. This is costing us money, stressing out our employees, and we look irresponsible with people's credit cards. It's hard enough to get people to shop in a pandemic. Brick and mortar has to compete with larger forces. We count on technology to give us a chance and it fails miserably. I've been a QuickBooks Pro Advisor since 1999, and Intuit support on all products is at an all time low. Who is more important? Customers or Shareholders? A solution to this widely endure issue does not appear to be any closer. Have a nice day.

Kevprit000
Level 3

Point of Sale 19.0 Lane 5000 Freezing

I tried that and was talking to them for over an hour. I told them about this forum and the moderators told me to contact them and supplied them with the investigation number and said I wanted to be added to the list to be notified. She was extremely rude and wouldn’t acknowledge any problem and said they have a workaround and want to go through all the same troubleshooting I went through the last time I contacted them. Then they wanted me to re create the issue and send them file logs before they would put me on any investigation and list. I told them I already uninstalled the reader and refuse to use it anymore and test it with customers. So they said there is nothing they can do and won’t add me unless I do that and send them the logs. I’m currently using my old card reader and it’s working fine for now but really would like to use the new reader. 

DivinaMercy_N
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

Thank you for sharing the steps you've done, @Kevprit000.

 

To further help you with this, I can share workaround steps to resolve the issue. Here's how:

  1. You'll have to reboot the PIN Pad (power off and back on). Then, process the transaction again.
  2. If you have the old iPP350 PIN Pad, you can use that instead. This will also work with POS 19.0.
  3. If you have a USB Card Reader, you can try and see if that works.
  4. You can also enter the order manually in the POS software.

 

If the issue persists, after performing the above steps, you can also use a credit card instead of a debit card as we have seen this issue often occur with debit cards.

 

For your reference, please visit this link: How to install the Lane 5000 PIN Pad driver.


Also, in uploading the file logs so you'll be added to the list of affected users, the process needs assistance from our support team. This is because they are the one who can generate specific info such as the PIN and your case number to upload the file. For more details, please refer to this article: Upload or download a QuickBooks Desktop company file to Intuit.  To connect with them, refer to these steps:

  1. Head to the Contact Payments or Point of Sale Support page at this link.
  2. Under the QuickBooks Desktop Point of Sale section, click Chat with us.

  3. Enter the needed details and select Submit. 


You can also seek self-help articles on our QuickBooks help articles page, to help you get your QuickBooks task done in no time. 

 

Let me know how this goes and leave a reply below if you need further assistance about this. I'm always here to help you. Have a good one.

Kevprit000
Level 3

Point of Sale 19.0 Lane 5000 Freezing

Rebooting has been done many times along with removing drivers and re installing and everything else they tell you over the phone . This isn’t some glitch . It’s a huge issue that’s affecting many and there is no troubleshooting it or workaround. It freezes randomly after customer uses credit card then I have to close the software and it ends up reversing the transaction. I’m currently using the old pin pad which has been working fine but that’s not a workaround. This issue with the lane 5000 needs to be fixed . And 90 percent of our sales are credit card not debit card. But I’m done testing this with customers credit cards and refuse to use that reader until there is an actual fix

kgmagnuson1
Level 1

Point of Sale 19.0 Lane 5000 Freezing

Manual entry costs more and takes more time and is prone to errors. Really not a solution.

TonyaMLD
Level 1

Point of Sale 19.0 Lane 5000 Freezing

Folks! this is just a lie.  We've been dealing with this since August 2020.  When I requested a new terminal I was told they've been out of stock since December.  Interesting I just checked today and I can purchase one from the QB website, and they are offering them at a discount.

 

This problem is NOT being worked on.  You can downgrade to on IPP350 or find another Point of Sale provider.  You will not get a refund for your purchase, quickbooks will NOT resolve the problem. I have currently over 50 hours of time trying to work with their support.  

 

Seriously folks accept that customer support it simply not an important part of their business model.  We are mostly small business owners and they are not going to worry about a few customers leaving.  Just walk away and find a provider that values you.

 

The "currently we have an ongoing investigation" is simply not true.  This is what I've been told for 6 months.

Gregpeggyw
Level 3

Point of Sale 19.0 Lane 5000 Freezing

Just FYI

We have spent $4,884 on POS 19 upgrades since October.  We have 'lost' $1,247 in frozen transactions.  Many customers won't swipe their card anymore because it takes three tries for it complete.

and your resolution is to contract support or key credit cards by hand.....  or just wait until POS 20 and we will maybe fix it then?

and stop encouraging others to purchase this product!

foo
Level 1

Point of Sale 19.0 Lane 5000 Freezing

Just to clarify: Intuit engineering is NOT actively working on a bug fix for this serious bug. It's amazing to me that this version passed QA. I suggest that everyone who paid the tariff for updating to v19 seek a refund. A refund won't repay the money you've lost from reversed charges following a crash, but better than nothing.

BlackRock-Business
Level 3

Point of Sale 19.0 Lane 5000 Freezing

Intuit seems to be sending out the replacement PIN Pads now, as evidenced by this email myself and others are starting to receive.

 

PIN Pad Replacement.jpg

Gregpeggyw
Level 3

Point of Sale 19.0 Lane 5000 Freezing

Yes, we received our today.

I will install one tonight and see what happens over the next few days.  If you don't hear me complaining, assume all is well.

ehhh

Installed one - followed directions very carefully.  (PS - this requires a restart)  Four hours of sales and 15 transactions - only froze once.  Will continue trial and ....

Kevprit000
Level 3

Point of Sale 19.0 Lane 5000 Freezing

I still have not received any email about this. I will probly have to call them again . Called 2 weeks ago and after over an hour was pretty much told this issue was fixed because there are work around a and refused to admit there was a huge issue here and wouldn’t do anything . But if it froze again after 4 hours then it doesn’t appear to be fixed. Shouldn’t be freezing at all. That would mean after a full day it’s going to freeze 2 - 3 times. That is not ok and not a fix

JessT
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

Hi Kevprit000,

 

We'll need help from our QuickBooks Desktop Point of Sale Support about this behavior. They may request a screen-sharing session to gather more details and to troubleshoot this further.

 

I would recommend asking for the case number if you want to make a follow-up call in the future.

 

I'm just right here if you have other questions about QB POS.

Kevprit000
Level 3

Point of Sale 19.0 Lane 5000 Freezing

Haha this seems to be the go to for the tech support. I’ve called 3 times , done the screen share months ago and they couldn’t figure it out and made some bs excuse , next time they sent me an email to do a whole list of stuff so i did them all ( uninstall drivers, reinstall drivers and software , do pin pad reset and some other stuff to ) did nothing and pin pad kept freezing. After multiple times of customers getting pissed they had to sit there while I re started Quickbooks and had to run their cards again because the transactions reverse and promise I wasn’t charging them twice I removed the drivers and removed the pin pad and I’m using the old 350 which works fine for now. Called again a couple weeks ago and they want me to do the same nonsense as before and I told them no because I’ve done it all before and I’m not hooking that thing back to my computer and waste more time not being able to ring up customers because I have support doing the same thing they have already done. I wanted to be added to the investigation so when a fix comes I can be notified but was told they can’t do that unless they do all that stuff again. They wouldn’t even acknowledge there is an issue with the pin pads like it seems you are doing the same . If pin pads are now being swapped out I would like to know how to get mine swapped out. After how much money we have given Quickbooks this should have been taken care of long ago and these readers should of never been released until they were perfect. 

Gregpeggyw
Level 3

Point of Sale 19.0 Lane 5000 Freezing

So still not installing any more Lane5000s.  Still freezing today - day 3.

thought it might be - the you put your card in too fast decline....

thought it might be - well i restarted POS and it still says declined...

thought it might be - well lets try the tap with a different credit card.....still declined.

Oh what a nice customer you are.....Here just take this $10 purchase - if I can't take your money....

It could be me.... tomorrow we use a different cashier person and see what happens.

Redband88
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I removed all Lane 5000 Pin Pads back to the older iPP350. No issues since!! I did see less issues with the Lane 5000 if after each sale if you went back to the POS home screen and not leaving the "Make a Sale" screen open so the pin pad would re-establish a connection on each sale.

Gregpeggyw
Level 3

Point of Sale 19.0 Lane 5000 Freezing

Heard! and did the same.

Now the next question?  We only bought 19 in order to have the tap ablity.  This still has not happened almost six months later.  How do we get a refund and roll back to 18? or get a refund and new retail software that meets it's own expectations? 

SarahannC
Moderator

Point of Sale 19.0 Lane 5000 Freezing

Hello there, Gregpeggyw.

 

I can see how important to get this thing done. Once you go with 2018 POS, the payment services and other online services will discontinue. Though, 2018 is still supported. For further details, you can check this link: Service discontinuation policy and upgrade information

 

If you want to roll back to 2018 POS, you may consider following these steps:

 

  1. You can download the 18 version by utilizing this link: https://downloads.quickbooks.com/app/qbdt/products.
  2. Select your region, product, edition, and version.
  3. Then, click Search.

 

For the refund, it would be best to contact our support team to check it further. They are the ones who can help you process and get through with it. You can get in touch with our Payments or Point of Sale Support. Then, you can view their contact details on the QuickBooks Desktop Point of Sale section.

 

I've also added this article for the detailed information to import and export the lists: QuickBooks Desktop Point of Sale: Import and Export overview.

 

The Community is always here if you have other questions. 

BlackRock-Business
Level 3

Point of Sale 19.0 Lane 5000 Freezing

FYI - There seems to be a second issue in the same arena.

May be an image of text

Steves liquor
Level 1

Point of Sale 19.0 Lane 5000 Freezing

Just installed 3 lane 5000 new pin pads today received from intuit 3-23-2021. In 11 hours of use we had to unplug and reboot from pin pad freezing (not exaggerating) 45-50 times to make it through the day. This is craziness. Can’t intuit get pin pads from other manufacturers that will work. Very disappointed that in 3 weeks of intuit pos use I can’t recall a flawless day. Too much money spent on 4 work station software to have it not work. 

RCV
QuickBooks Team
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

This is not the impression we want you to experience when using the new pin pads from Intuit, Steves liquor. 

 

Updating the Point of Sales helps resolve common issues within the software. Here's how:

  1. Sign in to your Point of Sale system as an admin.
  2. Go to the Help menu and click Software Update.
  3. Select Check for updates. If QuickBooks finds an update, you'll see it as an option.
  4. When you're ready, press Update now and then OK.

To learn more about this one, see the Update Quickbooks Point of Sale article. If the same thing happens, I'd suggest contacting our QuickBooks Point of Sale Support Team. They have the necessary tools to investigate the issue and resolve it. You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. Here's how: 

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

 

You can also check out the QuickBooks Point of Sale (POS) FAQ article 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'd like to know how you get after contacting our support, as I want to ensure this is resolved for you. Just reply to this post and I'll get back to you. Take care always. 

CBGdan
Level 1

Point of Sale 19.0 Lane 5000 Freezing

Redband88

Did you just yank the Lane 5000 and replace with the 350?  or did you also use the old cables, and have to reinstall the old drivers?

Des Plaines Material
Level 1

Point of Sale 19.0 Lane 5000 Freezing

any updates on this? We just upgraded to the lane 5000, and things went find the first day, then today we had issues with the Pin pad freezing up, message on pos saying "your pin pad cannot be detected (invalid version of RBA found).

 

also i have noticed with these new pin pads that bank cards that have the option  to be run as credit only give me the option to run as debit and says enter pin.

BOBBBL
Level 2

Point of Sale 19.0 Lane 5000 Freezing

We received three new Pin Pads for our three stores about 2 weeks ago but are still experiencing Freezing and difficulty logging in at certain times...   

 

Had to retrieve a customer to come back in and re-ring order yesterday because the order froze up, had to use Task Manager to shut down Intuit POS and restart... This reversed the last credit transaction... This has occurred at least a dozen times since we installed the new Pin Pads. 

 

Very frustrating to everyone...

 

This issue is not resolved Intuit...

JenoP
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

The investigation related to  is tiQBPOS v19.0 and Tetra Lane 5000 is still open, BOBBBL.

 

This means that our engineers are still working on a permanent fix to address the issue. If you haven't yet, please contact our Technical Support Team so they can collect your account details and add you to the list of affected users. 

 

You can reach out to them using this link: Chat with us.

 

Please take note that the support channel is open from Monday to Friday, in between 6 AM to 6 PM PT

 

Let me also share this article where you can access some guide articles about QuickBooks POS for more details: QuickBooks Point of Sale (POS) FAQ

 

Don't hesitate to reach out to us again if you need more help with QuickBooks. 

CBGdan
Level 1

Point of Sale 19.0 Lane 5000 Freezing

This is exactly the point of my previous post regarding HORRIBLE CUSTOMER SERVICE.  WHY would Intuit take the time to reply here then tell a customer to WASTE MORE TIME by telling them to contact Intuit support?  Why would you not simply take the extra time necessary to provide the customer information to the team that is working this?  

 

Intuit constantly attempts to resolve issues by wearing down the customer to the point they simply give up and hang up.  Asking for information on the phone that was already entered into the chat request, taking waaayyyy too long to reply to chats (minutes between texts), asking for license information that cant be copied and pasted into the chat, the forcing customers to repeatedly run through a troubleshoot tree of questions and actions that have been tried and failed multiple times.  Someone at Intuit needs to grab this issue and run it to resolution.  BUT FIRST we need to know where we can find daily updates to this issue with any possible resolution.  Simply making every customer run through a lengthy and failed troubleshooting that is KNOWN NOT TO WORK is completely unacceptable.   

 

Telling everyone that is a issue that has not been resolved while CONTINUING TO SELL this solution to customers is fraudulent at a minimum if not criminal. 

 

Intuit obviously needs help to set up a leading customer support organization starting with hiring someone who monitors and CARES about the customer experience and resolves issues fast.

Sign in for the best experience
Ask questions, get answers, and join our large community of QuickBooks users.
Sign In / Sign Up

Need to get in touch?

Contact us