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ATTAC
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I've called 4 times went through the prompts to get to an actual human (for 20 minutes) explain the Lane 5000 problem, they tell me to hold on, and then never fails they hang-up. I'm minutes away from disputing the upgrade charge on my AMEX due to them not providing a product or service as described. 

 

ATTAC
Level 2

Point of Sale 19.0 Lane 5000 Freezing

 

Rose-A
Moderator

Point of Sale 19.0 Lane 5000 Freezing

Hi, ATTAC.

 

I can see the need to get this resolved. We aim to provide you the best experience. This isn't the kind of impression we'd like you to have when contacting our phone support. I'd like to check this for you and get it taken care of myself.

 

However, we're receiving reports that other users are getting the Lane 500 issue as well (INV-52625). We would like to inform you that this has already been escalated to our Engineering Team and all hands on deck working together for an immediate fix to sort everything out.

 

I know you've already called in. Nonetheless, if the problem persists, I'd still suggest getting in touch with our QuickBooks Desktop Point of Sale Support so they can add your account details to the list of affected users. 

 

Agents have the necessary tools, like screen-sharing to get you back up and running.

 

Also, allow me to share this article where you can access some guide articles about QuickBooks POS for more details: QuickBooks Point of Sale (POS) FAQ. On the same link, you'll find resources about how to handle hardware installations as well as organizing your financial exchange.

 

I want to make sure everything is taken care of for you, so please let me know how to call goes or if you need additional assistance. I'll be here to help. Have a good one.

ATTAC
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I called the 5th time yesterday and asked to speak with a supervisor. I was informed that after I hung up the phone a supervisor would contact me in 2-3 minutes after I hung up. (After the checked their supervisors availability) still no phone call. Bottom line is you sent out a defective product that had displaced thousands of business owners after imposing a “need” to purchase and upgrade by x date or I can’t use merchant services, further I have to now manually enter debit cards which gets charged a fee at a higher %. It’s embarrassing and quite frank annoying.  

So while it’s “escalated” from what I’ve seen now for 7 months + it’s still worthless, as well as, your customer service skills. I’ll be looking to clover or another POS system. 

 

Cranky1
Level 2

Point of Sale 19.0 Lane 5000 Freezing

Seems like I should have to point out that this worthless attempt to solve you customer's problem with your product is a total slap in the face.

 

Cranky1
Level 2

Point of Sale 19.0 Lane 5000 Freezing

Unfortunately, good customer service won't solve this problem because the product doesn't work and they have our money and don't really care.

 

Cranky1
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I'm looking forward to your engineers figuring this out so that I can open my business again and go back to making a living.  I have to compliment Intuit on its innovative method for enhancing shareholder value; most companies probably never considered that screwing your customers was so profitable.

 

Cranky1
Level 2

Point of Sale 19.0 Lane 5000 Freezing

Yet, here we are in April with the same problem.

HGA
Level 2

Point of Sale 19.0 Lane 5000 Freezing

The engineering department should have solved the problem before shipping out the pin pads.  It is constantly freezing and having socket errors.  Our customers are charged twice when it shows in POS that the charge never went through!  Logging into our account online doesn't show the double charge until 30 minutes later so we can't check right away while the customer is still there.  If it was debit we can't void the double charge either.

 

You forced us to upgrade our software and that was not cheap.  It doesn't work.  So why did we upgrade?  It's too late to roll back without losing our data.

 

You are THE financial software company.  Why are you running it like a startup.  This is completely unacceptable.

BoutiqueOwner
Level 1

Point of Sale 19.0 Lane 5000 Freezing

I also had issues with the new 5000 freezing back in October, and did not get the issue resolved after numerous hours on hold and QBPOS support techs trying to figure it out. In one case it voided a transaction after the customer had left. That was the last straw, so we switched back to the old 350. 

 

I figured that Intuit would have fixed the issue with updates by now (April), but I see that people are still having the same problem. As another user pointed out, it was not cheap to switch, and we still cannot use this technology that is now widespread. My customers are referring to the swipe and chip options as "old school." I want to allow them to use Apple Pay and tap-to-pay, and I paid for the technology so that that could happen, but now, two seasons later, I'm still not confident I can. Do I even try again, knowing that another sale could be voided and I could lose revenue?

 

Please reply, Quickbooks Payments, and let us know what progress has been made, and when we can confidently use the technology we paid you for months ago.

Rubielyn_J
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

Thanks for bringing this to our attention, @BoutiqueOwner

 

At this time, we have an ongoing investigation regarding the POS Tetra Lane 5000 PIN pad. Rest assured that our product engineers are diligently working on fixing it.

 

As a workaround, you can consider following these steps to resolve the issue:

 

  1. Reboot the PIN Pad (power off and back on). Then you can process the transaction again.
  2.  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.
  3.  If you have a USB Card Reader, they can try using it.
  4. You can also be able to enter the order manually in the POS Software.

If the issue persists, you can use a credit card as we have seen this issue occur frequently with debit cards.

 

Also, to ensure you'll get an update about the resolution status, I recommend contacting our Phone Support Team. This way, they can add your company to the list of affected users and provide this investigation number for easy tracking: INV-52625.

 

Moreover, allow me to share this article where you can access some guide articles about QuickBooks POS: QuickBooks Point of Sale (POS) FAQ. On the same link, you'll find resources about how to handle hardware installations as well as organizing your financial exchange.

 

Thank you for your patience while we work for a fix. Please know that you can always get back to this post if you have any other questions with QuickBooks. I'll be more than happy to help you again.

Redband88
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I just received replacement Tetra Lane 5000 Pin pads today which include new software from the manufacture for the freezing during transactions. I will tested these on one of my terminals and see how they go.

Redband88
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I just received replacement Lane 5000 pin pads today which includes new software to resolve the freezing during transactions. I will give these a try on one of my terminals and see how they work.

BOBBBL
Level 2

Point of Sale 19.0 Lane 5000 Freezing

We are still having problems with the Pin Pad freezing, charging and then voiding the sale at our three stores. As many have said, it was expensive upgrading to V19 and having troubles the last 8 months...

 

Please help us and fix this issue and do not copy and paste your standard answer solutions as its not helping..

 

Ethel_A
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

Hello there, BOBBBL.

 

Thank you for reaching out to us. For a point of sale concern, I am happy to share with you how to contact our support team.

 

Here's how:

 

Contact us through QuickBooks Online

  1. Sign in to your QuickBooks Online company.
  2. Choose Help (?) at the top right.
  3. Select or type Contact Us.
  4. Enter your concern, then select Let's talk.
  5. Choose a way to connect with us:
    • Ask the community to get help from businesses like yours.
    • Start a chat with a support expert.

 

You may also check our point of sale FAQ.

 

Get back to me if you have any additional questions. I'm just a post away.

Have a great day.

Redband88
Level 2

Point of Sale 19.0 Lane 5000 Freezing

Update Release R6 just came out. You have to go to the update website (link below) if you want to get it early. Or wait a week or two and use Help > Software Updates > Check for updates

 

https://downloads.quickbooks.com/app/qbdt/products

 

  • Resolved an issue where Point of Sale would sometimes become unresponsive after authorizing a credit card transaction before saving the Sales Receipt.
  • Improved Point of Sale and Tetra Lane 5000 communication between credit card payment attempts to mitigate error "PIN Pad cannot be detected".
plum124
Level 1

Point of Sale 19.0 Lane 5000 Freezing

I'm not too sure about updating to see if this will or won't work. I've downgraded back to the old pinpad and want to know if this update will affect the IPP350 old pinpad? It would be awful if it glitched the old pin pad and I'd be stuck with a useless LANE 5000 and a glitchly old IPP350.

Please reply to see how it worked for you.

plum124
Level 1

Point of Sale 19.0 Lane 5000 Freezing

I upgraded to V19 with the LANE 5000 in September and have had countless issues with the pin pad freezing with the POS locking up, too, as with all of the hundreds of others on this thread. I disconnected the LANE 5000 and re-installed the iPP350 today. After multiple calls with customer service I received assurance that my call would be escalated today to a supervisor and I would receive a call back. I'm wondering how much Intuit is making with all of us merchants forced to enter manual transactions at a higher rate and losing many sales because of transactions freezing?

 

i have several case numbers attached to the same issue: [removed], [removed]. QB Support Team, please don't respond with a cut and paste with links to Learn and Support and FAQ's. I have been through the processes with agents remotely logging in with Glance and trying but they can not "fix" the bugs remotely. 

I would like a NEW, bug-free, updated Intuit contactless pin pad. Please do not send me a new one that will cause the same issues. I will continue to use the old pin pad but would like a refund for the upgrade since it is defective. 

 

Could you please add me to the contact list for notification when these issues are addressed with Intuit? 

INV-52625.

 

Rasa-LilaM
QuickBooks Team

Point of Sale 19.0 Lane 5000 Freezing

Thanks for being detailed about your concern, plum124.


I know how important for your business to have the pin pad working normally. This saves your time business time and tracks sales automatically.


Let’s perform some troubleshooting steps to get your LANE 5000 pin pad working again. To begin, you’ll have to reboot (turn off and on) the device to start on a clean slate. Then, process the transaction again.


If you get the same result, try using the old iPP350 pin pad or a USB card reader. If none of these suggestions work, we encourage all affected users to sign up to the list of affected users.


I know you’ve called us several times about the issue, but I still recommend contacting us again. This ensures your company information is added in a secure space.


To get the contact details, press this link and choose QuickBooks Desktop Point of Sale. From there, select the Chat with us option to get real-time support.


We’ve collated resources to help our customers perform any POS tasks easily. Click the topic to see the completed details of the article: QuickBooks Point of Sale (POS) FAQ.


I appreciate your patience while we’re working through this. Don’t hesitate to visit the Community again if you need help with QuickBooks. I’ll be around to assist further. 

Redband88
Level 2

Point of Sale 19.0 Lane 5000 Freezing

I am running 19 R6 and using iPP350 on one terminal and Lane 5000 with more limited traffic I can monitor for the next few days.

taroc
Level 1

Point of Sale 19.0 Lane 5000 Freezing

I've been monitoring this series of posts. How can Intuit force us to upgrade if they still can't work out the kinks? I'm receiving these "critical notices"; Intuit should do away with their arbitrary deadline until they can guarantee a glitch-free upgrade to the contactless pin pads.

 

 

HGA
Level 2

Point of Sale 19.0 Lane 5000 Freezing

This update doesn't do anything.  We had it installed before we started using the new pin pads.

MirriamM
Moderator

Point of Sale 19.0 Lane 5000 Freezing

I can see the urgency of getting this resolved, @HGA.

 

We want to make sure all of our customer's concerns are resolved as soon as possible. Right now, our engineers are looking for a permanent fix for unexpected behavior about POS Tetra Lane 5000 PIN pad. 

 

Although we are unable to provide a specific time frame as to when this will be fixed. To ensure you're able to receive an update through email once this has been resolved, I suggest contacting our QuickBooks Support Team. They can add you to our notification list and will help our engineers determine the number of affected users.

 

I appreciate your patience as we continue to research the root cause and implement a permanent fix. If you have additional assistance while managing your QuickBooks account, let me know. I'll be around to provide further assistance. Have a nice day.

Kevprit000
Level 3

Point of Sale 19.0 Lane 5000 Freezing

Why do the moderators keep telling people to call to be put on a list to be notified of a fix when there is one because that is not true. I’ve called multiple times and first time I was told the issue already has a workaround and there is no list and they gave me all kinds of bs and a list of all this stuff I had to do to try to fix the problem and nothing worked. The next time I was told I had to do all the same bs again to try to fix it and to send them some files so it can be logged and unless I did all that again they wouldn’t add me to the investigation list . I’ve stopped using the pin pad months ago and I’m not about to re install it again and do all the same troubleshooting I’ve done multiple times when we all know there is no fix yet .

Gregpeggyw
Level 3

Point of Sale 19.0 Lane 5000 Freezing

I have upgraded all machines to R6 and installed one replacement pad and it has been 48 hours with no issues!

I am so IMPRESSED!!  

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