I expect a 10% fail rate on running credit cards….  We have had issues with taps, clicks, pauses, sticks, card read error, card not detected, held receipts being lost - we have to move customers to a working register - and pooof…it’s gone…..it reversed the transaction for us….I am so sorry, kind customers, I just can’t your money today, please come back tomorrow… we can try again…..

Currently on day 3 of POS 19. We've removed the Tetra Lane 5000 series from our front line systems and gone back to mag readers until this is sorted out. 

Does anyone have info on the Ingenico Telium iPP3xx series? Any better, worse, discontinued, etc.?

Also, I am considering going to Intuit with the argument that they sold us a "PIN pad that's compatible with POS 19", which it clearly is not, and letting them know they need to send us a replacement that <i>works</i> in a manner that a "reasonable person" would expect. 

You are not the only one. We have 3, all do what you described. We also unplug them and reboot POS.

This problem has been continually reported since October 2020. Intuit support / Engineering must not care to fix this for some reason. The 5000 is bulletproof on other POS platforms. 

The tap cards are pretty hit and miss as well. Citi Bank and Chase cards read about half the time. Apple pay always works (makes you think Apple must have QA requirements).

It is just so frustrating.

Hi there, hfc-mike.

It's important to know that QuickBooks Desktop Point of Sale must first be installed on your computer to avoid conflicts when you install the hardware and its drivers.

Also, you have to make sure that your Windows Operating System is up-to-date and for the PIN pads to be set up properly. 

You can check out this link for more information about the Ingenico Telium iPP3xx series: Install an Ingenico PIN Pad 350 (iPP350).

If doesn't work, I suggest contacting our Payment support or Point of Sale Support team to process a request for replacement.

Let me know if you still have other questions or clarifications about it. I'll be here if your need me. Have a nice week!

1. installed Win 10 on modern workstations (4+ cores, 8gb+ ram, SSD). server is brand new server2019 on brand new dell t440, 16 cores, 64 gb ram, SSD drives

2. installed POS and updated to R7, ran test transactions prior to going live. everything looked good, most staff commented it was quicker than 2018

3. read instructions for lane 5000, downloaded and installed drivers

4. connected pin pads. 

5. performance of POS is now in the toilet. run ok for a couple hours, but is slow to initiate sales, card transactions occasionally hang up and force us to restart POS. it's not as bad as POS 2018 R3, but it's close.  

I haveave 4 stores, running Multistore V19.  Waited as long as I could to install 19 and 5000 Pinpads.  Have Had in for 3 weeks.  Frustrating.  Freezeups, Socket Errors.  Switch main register back to ipp350 - its useable, still a few errors.  Getting ready to switch another back tomorrow.    Not sure how much the problem is merchant payment center or the QBPOS software, but hoping next software update improves it and comes quick.

Whats also irking is many new POS can process a card in a couple seconds.  QBPOS takes over a minute from start to stop.   

Tried that one!

The PIN pad was "FREE" with our $9,000 license for V19. They said they were happy to refund the $0. It took over an hour to get through to support for that answer!!!

QBPOS V19 R8 is rolling out now - looks like some more issues could be addressed in this.  Check your update tab over next few days should see it.

For those with “replacement “ pinpads, how can I tell if I have the old or new ones. We got them about the time they were sending new ones out. We’re having the same problem as everyone else.  Lane5000

Welcome to the Community, @Rcjohnsn. I'll help and point you in the right direction for support with this issue.

We have an ongoing investigation for the specific pin pad you stated above. With that said, I suggest you contact our Technical Support team for assistance. They can pull up your account within a secure environment and include you on the list of our affected users. This way, you'll receive an email notification as soon as an update is available. 

See this article for the steps: Contact Payments or Point of Sale Support. Please take note of their hours of operation, so you know when they're available.

Let me know in the comments below if you have other questions about pin pads in QuickBooks Point of Sale. I'll be sure to get back to you. Enjoy the rest of the day!

This is insanity. Is there a class action lawsuit about this issue? We've lost hundreds of dollars this week alone. When I am able to contact a customer, they assure that the money was taken out of their bank account. Where is it going? Not to my small business.

Hi there, @irritated.

I understand your frustration about the lost dollars from your account. I'm here to ensure you'll be able to retrieve the funds in no time.

I want you to know that our Support Team is available on business days from Monday to Friday. During weekends, they won't be able to process refunds or any other transactions. I'll be setting a reminder for the team to take a closer look into your account so they can identify the best way to help get the issue fixed as soon as possible.

Let me know if you have any other follow-up questions. I'm more than happy to provide additional assistance. Keep safe!

Since this thread is still active A YEAR LATER, I’d like to ask a question - though I haven’t lost any money lately. 
Why does the reader spontaneously reboot right AFTER we open????

Is there a way to schedule this?????

Thanks for joining in this thread, knitonpearl.

When installing new updates to QuickBooks Point of Sale (POS), it's recommended to reboot your computer after opening the program. This process ensures and helps the user to install and sync the updates to their files.

While the option to schedule the rebooting process is unavailable, I'd suggest doing this manually and submitting feedback to our product developers. This way, we can enhance the program to help you utilize the program. Here's how:

1. Go to your QuickBooks Point of Sale Home screen.
2. Click Help at the top menu bar.
3. Select Send Feedback.
   
4. Enter your suggestions and hit Send Feedback.

In case you need to set up automatic updates for your QuickBooks Point of Sale, you can read through this article for the detailed steps: Update QuickBooks Point of Sale.

Additionally, here's a link that provides you with more references for your future tasks as well as a brief video to serve as your visual guide: Support resources.

I'd be more than willing to lend you a hand if you have other POS concerns. Take Care!

Thanks. The computer/program doesn’t reboot, the actual pinpad does. It’s as if it got unplugged/replugged, reboots, in unavailable for processing for a few minutes. It usually happens a little after noon, before 1pm. There is no change in the POS. 
I will provide feedback. 

It's been over a year, getting close to a year and a half since the forced (PAID) upgrade and our pin pads still don't work without the same lockup and crash issues from the beginning.

Is this EVER going to be fixed?

You sold us a faulty product and have taken no responsibility for it.

Thanks for joining the thread, @HGA. Allow me to share some updates about your concern.

Upon checking the status of the investigation, It appears that our engineers have fixed it already. You can consider updating your software to the latest version of QBPOS 19. Rest assured by doing this you'll no longer experience the same issue.

You might want to visit this article to know more about how to update QuickBooks Point of Sale.

As always you can get back to me if you have any QuickBooks related query. I’m just a click away. Keep safe!

We are on the most recent update and have been for a while.  We still have issues all the time with the pin pad.

I appreciate you for going through every suggested step from this post, @HGA.

These are some of the reasons why you're getting that error when you try to open POS:

• Damaged or improperly installed Microsoft.NET framework
• Your computer not meeting the minimum system requirements
• Point of Sale Database Manager that may not be running

Ensure to properly set up and import data to your QuickBooks Desktop POS account. Here's how:

1. Open the File menu > Utilities > Import.
2. In the Data Import Wizard, click on Next.
3. Choose the type of data to import then hit Next.
4. Choose Default template on how you want to import the data and access the Import Template.
5. If you chose to have a different file template for import:

1. Click on Custom file then select Next.
2. Search your saved template. Make sure to select the correct worksheet tab and what row the data started.
3. To match the columns from the import template to the Point of sale fields, you may need to map the data manually. Click on Choose File Mapping > Add or Select Mapping > Manage Mappings.
4. After mapping, hit Save.
5. Select Next and follow the prompt to start the import.

1. Click on Next and follow the prompt.
2. After the import wizard checked the import file, choose Import.
3. Close the wizard.
4. Note: To check for any errors, open the File menu > Utilities > View Data Import Log.

For more details on how to handle errors when opening POS: 

• Resolve unexpected errors when opening POS
• QuickBooks Desktop Point of Sale: Import and Export overview

Please feel free to comment back if you need additional assistance about this or QuickBooks in general. We're here to back you up. Have a good one!

I can assure you it is NOT FIXED!!!

Very nice answer to some other question.

This thread is about the Lane 5000 PIN pad randomly freezing.

Nothing to do with importing items.

This has nothing to do with my issue.  The QBPOS program works fine.  It's the pin pad for our merchant account with you that doesn't work and has never worked.

Hello, HGA.

I'd like to share some steps to help you out with the Pin pad.

As per my colleague KurtKyle_M mentioned above, the investigation has been fixed. One of the requirements to make the Pin pad work is to have an updated release of QuickBooks Desktop Point of Sale. If your program is on the latest version, let's do the following:

• Plug the PIN Pad power supply into the back of the PIN Pad and the other end into a power source.
• Turn on the PIN Pad, then take the PIN Pad USB cable and plug it into the USB port of your computer.

Once done, try to run the setup wizard in QuickBooks Desktop Point of Sale.

Here's how:

1. From Point of Sale, go to File > Hardware Setup Wizard.
2. Follow the on-screen instructions to connect and setup the PIN Pad. Make sure you don’t connect anything unless you’re instructed to.
3. From the Select the model drop-down, choose Ingenico Tetra Lane 5000 Series PIN Pad (USB).
4. Click Next. Follow the on-screen instructions.

After the setup, try to test the connection between the PIN Pad and QuickBooks Desktop Point of Sale by following these steps:

1. From Point of Sale, select Begin Test. When your Point of Sale and PIN Pad are connected, the PIN Pad will power on and you’ll see a QuickBooks logo on the screen.
2. Point of Sale will prompt you to either insert, swipe, or tap your card for a test transaction.
3. Run a sale in Point of Sale for $1, then make sure you see it on the PIN Pad.
4. Enter your card into the PIN Pad, then select Yes to run the transaction.
5. Once you see Approved on the PIN Pad screen, it means you're connected and ready to process transactions.

If you getting the same result, the best thing to do here is to contact QuickBooks Point of Sale Support. You can click on the Chat with us link or get our direct phone number in this article: Contact Payments or Point of Sale Support.

You're always welcome to post a reply on this thread if you have additional questions or need help with other concerns. We'll be around to help. Take care.

You're kidding right?  You think we haven't done those basic steps?

The pin pad is plugged in and powered obviously, otherwise it wouldn't freeze up, it would just be off.

Second, the pin pad accepts the card swipes but somewhere in between the customer chipping/tapping the card and the approval coming back it freeze up the pin pad/qbpos software.  We then have to restart the computer to get qbpos working again.  The transaction is then reversed on your backend and we have to run the card again.  A customer isn't going to wait for this.  Sometimes they are double charged and the transaction isn't reversed even though it says it is.

If the problem was fixed the pin pads would work.  They don't.  So it's not fixed.  It's the same error as late 2020.

Our software is up to date and has the updates installed within 48 hours of release so it's not that.