Lane 5000 Pin Pad updates issues every time I log in.

Good day, @Andrewswineshopllc. 

Thanks for sharing the details of your concern in the QuickBooks Community page. 

Are you getting any error message while performing the updates? Also, can you share with me the POS version you're using? This way, we can identify its cause and provide you with the right steps to address the issue. Any further details would be much appreciated. 

Doing regular updates on Lane 5000 PIN Pad will help us ensure that the device works properly during operations. 

It's possible that a minor issue in its system is the reason why it takes longer to update. To fix the problem, try rebooting the PIN pad. This way, you can refresh the device and its system. 

To reboot the Lane 5000, press and hold the Yellow (<) Button and # button simultaneously. This is the preferred method over unplugging the device while it is powered on.

Additionally, here's an article that'll help you manage your QuickBooks POS account effectively: FAQs. It includes topics about installation, financial exchange, and not limited to data management.

Let me know if you have other concerns or follow-up questions about QuickBooks POS PIN Pads and other payment terminals. I'll be around to help. Keep safe. 

We have been having the problem with Lane 5000 updating every time we try to log in to POS. This has been going on for about a month (same timeframe that Quickbooks released ver 9. Hmm...) I rebooted the pin pad, but still getting the same problem.

POS is also locking up and we have to use Windows' Task Manager to shut it down. This is happening about 2 or 3 times every day! (probably has been happening longer than a month). I am so frustrated! We have been using Quickbooks and Quickbooks POS for a very long time, and I'm ready to call it quits. HELP!!!

I hear your sentiments, Smalm337.

I've checked on your issue and determined that we have an ongoing investigation about the Lane 5000 Pin Pad updates. Our engineers are working on a fix.

I recommend reaching out to our customer care support team to add your company to the notification list. You can contact us through this link: Contact Point of Sale.

Additionally, here's an article that you can read to learn how to fix common errors when processing a transaction or accessing the program: Resolve unexpected errors when opening POS.

Please reach out to me again if you have any follow-up questions or other concerns. Have a good day ahead!

Couldn't agree more.  This R9 update was absolutely awful. Essentially brought back all of the pin pad issues that we originally had when we were FORCED to upgrade.  Taking me nearly 20-25 minutes every day just go get the store up and running and if we have an issue with POS locking up, (which we have on all 3 computers today) we have to go through the Pin Pad update debacle all over again.  

The pin pads should not need to update every single time Point of Sale is opened.  And if you're going to require that then, after they're done upgrading, log into point of sale automatically!  90% of the time I have to close POS again, and reopen it.  

Maddening...looking into new point of sale and new financial software.  Can't continue to do this.

Exact same issue is happening for us! After updating to R9, the pin pad updates every time we log into the POS, and the majority of the time it freezes up and we have to exit and get back in! Super frustrating! Have you figured out how to fix this issue yet?!

This may not be an easy process for you, TNPLH.

Let me help fix the issue about the Lane-5000 PIN Pad that keeps you updating when you log into the Point of Sale (POS).

There's a possibility that the previous update had disconnected the PIN Pad. You can reboot the PIN Pad (power off and back on) or unplug it.

Then, connect it again to isolate the issue. Here's how:

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

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

1. From Point of Sale, select File then select Hardware Setup Wizard.
2. Follow the on-screen instructions to connect and set up 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.

If the same issue persists, I recommend contacting our QuickBooks POS Team. They can check and provide additional information on why you're required to update the PIN Pad.

Please feel welcome to visit me again here with any concerns or questions you may have. I'll be right here to provide the information that you need.

This is complete nonsense.  This will not help at all...as is obvious from this thread.  

My update:  I spent close to two hours with Merchant support last Friday.  They watched my screen as I went through this time and time again.  They captured some logs and said they are working on a fix and that someone would be in touch.  Nothing as of yet.  We probably updated, rebooted, restarted the computer etc, no less than 20 times.  

Hello, @JFKATZ23. 

Thank you for taking the time to express your concerns here in the QuickBooks Community. Please know that getting you back to business is our top priority. 

We currently have an open investigation for this issue (Inv- 69366). Our engineers are working diligently to resolve this concern. I recommend contacting our Technical Support Team so you can be added to the list of affected users. This way, you'll receive email updates on the progress of the investigation and will be notified once this matter has been resolved. 

To connect with an agent: 

• Point of Sale Support

Please let me know if you have any questions or concerns. Take care! 

Is there any update on this issue?  We've been experiencing the same PIN pad update issue every time we launch QB POS.  Unacceptable that Intuit has not prioritized this.  Like many others on this thread, I'm close to abandoning the product in favor of something that is far less problematic.

And update please...

I hear your sentiments, StonehedgeGolf.

It isn't the kind of experience we want you to come across.

As of now, the investigation about the PIN Pad update is still ongoing. That said, I'd recommend contacting our Phone Support team so we can add you as one of the affected users.

You can reach out to them through this link: Contact POS.

I've also added this article that you can read to learn how to fix common errors when processing a transaction or accessing the program: Resolve unexpected errors when opening POS.

We appreciate your patience while we're working to resolve this issue the soonest. Keep safe!

My background:  I own an IT company and one of our clients has 14 stores that we manage and maintain. All stores are configured exactly the same. Same exact antivirus, same exact firewall/router, same ThinkCentre M series line of computers.. All running QB POS PRO v19 R9.

There's a possibility that the previous update had disconnected the PIN Pad. You can reboot the PIN Pad (power off and back on) or unplug it.

- Yes, you are correct. After the v9 update the PIN Pad appears as disconnected.

- While rebooting the PIN Pad and letting QB POS complete the updating process, along with going through the Hardware Wizard fixes the issue, this is only temporary. Sometimes, this needs to be done several times per computer.

Your telephone support is useless. The answer to everything is "uninstall and reinstall OR disable antivirus" Intuit is quick to blame some other component instead of looking in the mirror. Over the years we have built out our own KB of how to solve well documented issues that support has no answer for.

Good job Intuit and the team at QuickBooks POS. We all know what the POS stands for. LOL. 

We are having the same issues with nothing to correct.  Sometimes I have to totally log out in order to reboot so that I can use the PIN pad.  There should be a fix to this but Intuit had not given one to our IT department yet.

I know that this hasn't been easy for you, PCForest.

At this point, I'd recommend contacting our Support Team. This way, we'll be able to look into your account and conduct an investigation into this error. You can connect with us through this link: Contact Point of Sale Support.

Additionally, here's an article that you can read to learn how to fix common errors when processing a transaction or accessing the program: Resolve unexpected errors when opening POS.

Please feel welcome to visit us again here with any concerns about Lane 5000 Pin Pad. The Community always has your back.

This has been over a 4 month issue now. To say it's frustrating is an understatement. For being one of the largest in the industry when it comes to this kind of software, I'm surprised by the lack of support in fixing things that get broken by updates. I've been using Quickbooks point of sale and financial for my retail business for over 20 years. Constant crashing and taking a lengthy amount of time to enter the program because it wants to update a pin pad that doesn't need to be updated is unacceptable and is affecting my business. There is no reason I should have a customer needing to wait 20 mins or sometimes longer while I try to sort out why my point of sale crashed and then why it won't just instantly start back up again.  

Couldn't agree more!  I was told 4 times in June/July that an update was coming to fix this and it would come late July.  Here we are in the middle of August and still nothing.  

The pin pad issues now coupled with the more money we are paying in receipt paper to advertise for Intuit Payments, and the lack of information coming from Intuit is absolutely maddening.  Truly showing they do not care at all about their customers.  

I was walked through the updates yesterday and today it is still not working properly.  Will call again today.  Very frustrating when you are trying to run a business.

This isn't the impression we want you to experience while using PIN Pad, JFKATZ23.

I can help you to sort this out. Let's start by making sure that your Point of Sale (POS) software is up-to-date. It allows you to download critical product updates that can fix issues on the software.

Let me guide you on how to do it.

1. Go to the Help menu and hover over Software Update.
2. Select Updater Preference.
3. Choose the General tab.
4. Click Automatically download updates.
5. You can also click Notify me so you can decide if you want new updates when they're available.
6. Click OK.

Once done, close QuickBooks to ensure that all components are updated. You can read through the Update QuickBooks Point of Sale article for more detailed instructions. 

You can always visit the pointers below for some tips to help you resolve unexpected behavior when working with QuickBooks POS:

• Resolve Point of Sale errors in Windows 10
• Resolve unexpected errors when opening POS
• QuickBooks Point of Sale (POS) FAQ

If the same issue persists, I suggest getting in touch with our POS Live Team. They can pull up your account and provide updates from your previous case.

I'm always around to lend a hand if you have more questions about using QuickBooks Point of Sale. Take care always!

I assume you're either a bot or you're just taught to say these things, no matter the question or reply.

I've been checking for updates daily since 7/20.  Late July has come and gone and we are still dealing with the same issues.  The last update that was forced down our throat didn't fix the pin pads updating every time you start point of sale and instead forced a lengthy advertisement for your company on the bottom of every credit card receipt.  Wasting around 4-5" of paper on every receipt.  

THAT issue could have been fixed overnight by pushing another update removing it.  But NOPE...wasted money isn't your problem, it's ours.  

It's very clear by reading through all of these posts, what your customers need from your product.  The engineering team needs to get this fixed now!

Not a BOT, really trying to get this fixed but have not had any luck.  I know I am wasting my time calling but thought maybe that would motivate them to get going on a patch for the system or give us new pin pads.

I have to agree with everything said here by others on this thread. We are running the most current software update, and it's not that hard to keep the software up to date. So please stop undermining our intelligence. At this point, new WORKING pin pads should be sent free of charge. Also, there is no reason for so much "verbiage" on our receipts for "compliance" as stated in the last update. There are HUGE blank spaces on the receipts anytime a debit card is used which is unnecessary. However, these are 2 separate issues. Most importantly, I want my software that I am forced to upgrade every 2 years and I spend a lot of money on to work properly. This isn't a "check and make sure you have the latest update" solution. This is a "you messed something up and need to fix it" solution. 4 months is too long to still be dealing with this.... 

I have the same issue.  I thought it was my computer and I purchase a new one and SAME STUPID PROBLEM.  Very frustrating, I have coll numerous times and spend hours trying to resolve  this issue to no avail.

So, the best thing to do is:  AS SOON AS YOU GET THE UPDATING PIN PAD; PRESS CTR-ALT-DEL AND TURN OFF THE PROGRAM.  Then is should start normally.  Good luck.  

and now we are on a 6 month issue...gotta love how quickly this is being handled. If I force Point of Sale to close while it tries to update the pin pad, I can get by with just 1 restart, but this is beyond ridiculous at this point..... 

You are absolutely correct.  INTUIT SUCKS .   They only care about the money.  I have the same problem with Quickbooks and also Quicken.  Now in quicken they charge you monthly because they are not happy with all the yearly updates charges.   And if you don't pay they freeze your bank account downloads.

For the last 2 weeks our Lane 5000 Ingenico has gone down twice on Saturday and once during the week.    I tried to call customer service and they are NOT OPEN ON SATURDAY OR SUNDAY which is a huge joke.  Who isn't open on the weekends when the weekend is your busiest time all week long?   To make a long story short, I have called 3 times in the last 2 weeks.  Each time they have me uninstall and reinstall the software and deleting some other drivers, etc.    When I called them this Monday, I was told by the customer service rep that every time there is an update this will happen. This has NEVER happened before.  Our POS is used only for the cash register.   We are losing money and so is their Merchant Services.  Thank GOD for Square as a backup.   Is anyone else having the same issues.  I'm tired of calling them which takes at least an hour out of my day (which I don't have)   I am so frustrated right now I don't even know which way to turn. 

I've attached a picture of the pin pad and a picture of the error that comes up when we troubleshoot the hardware.    Once again WORST CUSTOMER SERVICE EVER!   If there was a company asking if I would recommend Intuit, I would tell them to turn and run.