Once again, QB POS v. 19 had a new patch security update in March 2022 and the POS is glitching up.
After updating, the POS now freezes when loading and stops at "Updating Pin Pad". Contacted QB support and they
walked through their whole list of possible fixes and none worked.
We now have to right click the icon, "Run as Windows Administrator" have the POS open then it freezes again at
Updating Pin Pad. We then have to exit, then reopen again, "Run as Windows Administrator" then the POS finally opens
to the home page.
Our QB case # is: 1578710605. I received a link to CONTACT US but it isn't working.
I want to resolve this pin pad issue in QuickBooks as quickly as possible, @plum124.
Resolving the patch security update issue is our focus here. I appreciate all your efforts in dealing with the pin pad issue.
Our product engineers are already aware of the Point of Sale (POS) pin pad problem. I checked your Case ID, and it's already in our investigation report. Having that said, our engineers are currently investigating this experience and exploring the root cause. Once the issue is resolved, rest assured that QuickBooks will notify you by email.
To follow up on the said investigation, you can visit this link to reach our Customer Care Team again: Contact Payments or Point of Sale Support. You'll see the direct chat link and telephone from there. Make sure to contact them within business hours to ensure a swift response.
Further, to know the POS compatible hardware and other related questions, check out these articles below:
I'm willing to listen and help if there are other problems with your account. Please leave that in the comment section below, and I'll get you back shortly. Be safe, plum124.
It has now been 4 weeks and we STILL have the same issue of the POS freezing upon the Updating Pin Pad Device.
We have to exit, use Task Manager to end task of QBPOSShell, then log back in a second time.
Please advise as to any solutions yet to this issue!
Hi and thanks for sharing your details on this thread, plum124.
I'd like to add some information about the investigation status.
I've checked our reports and found that the investigation status is still open. Our engineers are working on resolving this issue as soon as possible.
As a workaround, we would like to enable debug logging to capture insights and pass the logs to our Product Development Team. To do this, I recommend reaching out to our Customer Care Team. You can get our contact information through this link: Contact Payments or Point of Sale Support.
In addition to the links shared by my colleague above, please check out more guides in this article: QuickBooks Point of Sale (POS) FAQ.
Please know that whenever you need assistance with the features in your QuickBooks account, the Community is here for you. Take care and stay safe!
We are having the same issue. It tries to update, freezes, I hit update again and it cycles through "updating" several more times. Then once we log in, it won't connect to the pin pad, and I have to access it through the Hardware Setup Wizard.
This needs to be addressed!!!
Four weeks to "work on this issue" is unacceptable.
Please advise as to the time frame when we won't have to log in twice.
Engineers should have anticipated this when they required us to update the pin pad and POS in March for the "Security Update".
I understand that your concern needed and deserved a timely response. As of now, we're unable to provide a timeframe on when this will be resolved. Rest assured that our engineers are doing their best to come up with a fix as soon as possible.
I also encourage you, @hometownrefurnishing, to reach out to our Customer Care Support team to get your account added to the list of affected users. This way, you will get notified of any updates on the progress of the investigation via email.
I appreciate your patience as we work through this. If you have any other concerns, please don't hesitate to drop a comment below. Take care.
If you follow this thread you know that I have already logged several hours into getting resolution to this issue. I have a case number, have contacted support several times and don’t appreciate you sending an auto response without having done the research in this case.
I am having a similar issue. Also, when clicking on make a sale we get message "connecting to pin pad" and it takes 5-10 seconds, if not more, to get to the sales screen. We also loose the pin pad connection all together in the middle of a sale and have to enter the sale manually. We never had an issue like this until we switched merchant accounts to Inuit and are now using the provided pin pad. Getting ready to look elsewhere.
I have the exact same problem. QB is very slow to respond to issues in their software glitches. I should know, I've been using QB for 28 years, but now in the process of switching to another company for process credit cards. I'm tired of having to start POS v19, manually close it and than have to restart it just to open, my error tells me it's updating as well, after the updating you go to sign in and it goes right back to updating again in less you manually close and re open.
I am still having the freezing problem. I am so frustrated with QB POS . It's been a problem for 3 months. No help from support.
Does anyone have a recommendation for a better POS System?
Thank you for joining this Community thread, molzons.
I understand how important it is to be able to use our system. I'm to share some updates about this ongoing issue in QuickBooks Point of Sale.
I've checked our system and found that the status of the investigation is still open. That means, our product engineers are still working on it to resolve this as soon as possible.
For now, I recommend reaching out to our Point of Sale Support Team so that you'll be added to the list of affected users and to make sure you'll receive updates and notification about it. You can use this link to reach them: Contact Payments or Point of Sale Support.
Thank you so much for your patience. Please don't hesitate to reach us back for other concerns. I'l be around if you need anything. Have a good day!
Purchasing yet another peripheral to work around Quickbooks ineptitude of not being able to fix this issue - AFTER OVER TWO MONTHS - is not an acceptable solution. They forced us to update to this security patch, now fix it this issue,Quickbooks and please prioritize!
Quickbooks, If your engineers were working for a well run software company, you can better believe this issue would have been fixed within a week. Shame on you!
I guess if we all ditch Quickbooks POS then perhaps they will pay attention. It's just that the time and effort to migrate all of our information over to another new POS system is a huge hassle but a likely option after all. @DarrinPio , what POS system do you recommend and does it interface with Quickbooks Desktop? Anyone have ideas as to the top POS systems that are cloud-based?
What a sham QB POS support is. I have been having this problem for 4 months. I have spoken with level 2 support maybe 30 times. They know there is a problem but they will not fix it. Are any people looking to change their POS system to Square or Clover? I have been a customer for over 20 years. They just don't care.
Same issue and not even a response or update to my case!!
I signed up with SQUARE and working without any issues. Slowly I am moving away from POS by Intuit as there product and support and resolutions are extremely incompetent both in terms of product and customer care.
Going back and forth isn't easy, so I'm here to ensure you'll get the right support you need, @alam200.
I went through your previous cases in our database and I'd suggest reaching out to our Customer Support team. This will help you get updates on the cases and possible resolutions to your issue. Here's how you can reach support:
Please note their support hours to make sure they're available for assistance.
For future reference, you can also review some of the commonly asked questions about payments: QuickBooks Payments FAQ.
Loop me in if you have additional concerns with payments or QuickBooks. I'm always here to give you assistance. Take the best care.
Why should I keep contacting support for same issue? There is a case open for than 3 moths approx and it is upto Intuit to provide a fix as promised. Rather than wating my time, I have the options to explore other better options
We’ve been dealing with this problem for months with no fix in sight… I was told June for a fix and still nothing. Sometimes we have to try 4 times before it opens ! So frustrating!!
Last Friday/Saturday, I noticed that the pin pads suddenly stopped updating every time we opened point of sale. I found that curious, as we had not done any updates on our end.
Saturday morning a glitch began happening on all workstations and the server that had the Lane 5000 installed where after finishing a sale, the sale wouldn't clear the screen. Point of Sale appeared to be frozen. Home button wouldn't work. Credit card box had a check mark on it and the sale was in the sales history, but it wouldn't go to a new sale.
We found if you went to the held receipts screen and then to home or make sale, we could continue using...however, the pin pad would stay lit. So after a few hours of course, the pin pad becomes unrecognizable and locks up and we have to deal with that issue.
I spent close to 3 hours on the phone on Monday with support. At first, they had no clue what I was talking about. Most of this time was spent doing things I had already done (uninstall and reinstall pin pad, uninstall and fresh install of point of sale, debug et al) and even though I told them I had already done this, they told me this would fix it. Of course it didn't.
At that point they said they would call me back, which they did and then it suddenly became a known issue with no fix. We have been dealing with 19.0 version issues and pin pad issues since October of 2020! These new March of 2022 issues still aren't resolved and I cannot believe the lack of support from anyone on their end.
They provided me with some 'work arounds' one of which was remove the pin pad completely and ring everything manually. It's 2022! Us manually entering credit cards is an awful look for our business and our customers don't deserve to question any of our practices because you all cannot get your product fixed in a timely manner!
A few questions for the group and for Intuit
1. Is anyone else seeing these sale issues I mentioned above?
2. Why is the ad for Intuit Payments still on our receipts costing us so much money in receipt paper? This could be fixed in no time at all by just reversing the previous patch.
3. Where is the update to fix all of these issues that was promised in 'late July'?
4. Can anyone recommend an alternative point of sale for large inventories? We have been using QBPOS for 18 years and the last two years have been absolutely awful for us...and worst, they don't seem to care.