Point of Sale 19.0 Lane 5000 Freezing

I can help you sort this out, @JFKATZ23.

Let's start by making sure that your point-of-sale software is updated to the latest version. Doing this will make sure that you're able to download critical product updates that can fix the freezing issues in your QuickBooks. I can guide you on how to do it.

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

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

Also, the other possible reason why QuickBooks Point of Sale is freezing is that the Windows admin permission was not given to POS software. You'd want to run the QBPOSAdminUtility on your computer where it is installed to fix the issue. Here's how:

1. Download the utility to a location on your computer.
   • Make sure to do this for each server and client workstation that has Point of Sale installed and will process credit cards.
2. Right-click on the QBPOSAdminUtility.exe.
3. Select option Run as administrator.
4. Once the utility runs and is successful, click the OK button to complete the process.

I've added these articles to help you resolved any unexpected behavior when working with QuickBooks POS:

• Resolve Point of Sale errors in Windows 10
• Resolve unexpected errors when opening POS

Leave a comment below if you have other questions about using QuickBooks Point-of-Sale. I'm always here to help.

I get a similar problem. I have four instances of QBPOS, I updated them all a few weeks ago to v19.0 and also added the Lane 5000 to two of them. I updated the driver to 3.22 from the 3.15 that is supplied with the v19.0 update. Both pin pads will work fine for a week or so and then suddenly the pin pad will freeze right at the end of a transaction and QBPOS also freezes. The only way out of it has to be to unplug the Pin Pad and power-cycle it, and either kill QBPOS via the Task Manager or re-boot the entire computer. The worst thing is that it freezes after authorization but before the transaction is saved; this means when QBPOS comes back up it will find a transaction that was not saved and instead of saving it it reverses it; so I'm out of pocket.

This has happened on both computers that have the Lane 5000; these are completely different computers but they both have Windows 10 with all the latest updates. QBPOS is also updated with all the patches up to the one from 9/29/2020 -- I don't think there are any more recent.

When the pin pad is working it works great and is an improvement on the 350 but this freezing problem is a real pain. 

I doubt that any of the fixes suggested  will help since I would have thought if there was a permission problem it cause a constant failure; but the pin pad works most of the time and then suddenly hits this condition and freezes up.

I just upgraded to V19 with all the latest updates and lane 5000 worked great for one day and now when I open a receipt it will not connect to the pip pad.   I have rebooted pin pad, computer and pos several times and no success.  I have played with the settings in pos for the pin pad it says it is mandatory for the new lane 5000 to do a reset every 24 hours but it does not seem to change to the time I select it to. The default is set for 3:00a.m  and says it will take 24 hours for the new time to take effect. But I am not sure if it is capable of doing it while the computer is sleeping?     I try to do a test connection to the pip pad in the hardware setup but it fails every time!     I would say it sounds like intuit definitely has some issues going on with this new lane 5000

I am having the same problem.  I have 4 stores and 7 POS workstations, all unplugging and restarting multiple times thru each day.  I have lost sales as a result too - a customer initiates a credit card payment, the system freezes but after an approval code is issued.  Checking on the merchant services website later I have found the transaction reversed.  Intuit Merchant Services essentially said "so sad but nothing we can do to recover the funds." I also get very poor results for customers that want to use Apple Pay.  Most times our customers have to switch to a credit card.  

The compelling reason for upgrading to v19.0 was touchless payments.  This is turning out to be a big disappointment.

Fed Up!

Finally got fed up today and took out the Lane 5000 and went back to the old pinpad.  Today the 5000 locked up several times and almost cost me $357 when it locked up after authorization...when we restarted QBPOS it reversed the transaction.  Luckily the customer was still there and we re-ran the card.

We are having the same problems noted above.   The Lane 5000 Pin Pad works properly for a few transactions.   Out of nowhere, the Sales process starts to slow down the POS screen, at which time the Pin Pad stops functioning.   We discovered we can then enter credit transactions manually for awhile, before the Pin Pad loses its connection entirely and we are forced to unplug the Pin Pad and reboot POS.  Sometimes this works and sometimes it doesn't.  Today we had people in line at the register while we were forced to do this a number of times.   Can you say stress?!     The error message we receive is:   Invalid Version of RBA Found.   Should I return V19 while still under the 30 day free trial period?   While the old pin pad was terribly un-intuitive (microscopic font, customers never new whether to press keys, screen, or menu below screen, etc.), at least it worked.

Same experience as all of you. Wasted 3 hours with QB Support yesterday. First call (1 hour) they walked me thru creating a log file for the device so they can see what is causing the issue. As soon as I hung up with QB Support the device froze the software again. This time I went on chat. I repeatedly asked the Support Agent to look at the log file that we just created. Copy pasted the Win10 error messages from Event Viewer into the chat window. Again asked about the log file. They kept saying it gets emailed to their Developers and we wouldn't be able to make sense of the log file. So after wasting my time for 2 hours, the only thing their support person could do was have me uninstall and reinstall the PIN pad drivers (which I had already done).  And of course the device froze the software again. What is the point of making a log file if no one is going to look at it?

Just want to chime and say I have also been having all these issues since we were forced to install 19.0 and got the Lane 5000.  We've lost a lot of money because of the constant freeze-ups and it made an already extra stressful holiday season that much worse. 

I've tried doing the chats many times which usually are a dead end as they "transfer" me to another chat that doesn't work.  I've called multiple times and been told that it's a known issue.  Last time I was told to call again if we had this issue again but after so many calls without results, I don't see the point.

Has there been/will there be any reimbursement for anyone?  

I'm also curious if anyone has switched to a different POS system they would recommend?  I'm hesitant to switch because it will be an interruption to my business, but at this rate I'm losing enough money using QB it might be best.

We've been experiencing this since October when we upgraded.  I got yet another automated email from QB saying they are working on it.  Never reimbursed for lost transactions, never refunded fees when we have to manually enter -- RIDICULOUS.  Read down the feed, many others are going through the same issues.

I just want to add to this thread.  This is the absolute worst customer service I have ever experienced.  This POS is totally a Piece of Shi-.  You forced us to upgrade to the 19.0 and then use the Ingenico 5000 readers.  I have them quit working and freezing almost every other transaction.  It then reverses the transaction.  My customers are very upset and I can't even begin to tell  you about the employees.  We cannot function as a store with this!!! I have spent countless hours on the phone with tech support and then I even tried the Chat to which the last person just totally cut me off and disconnected.  The amount of money I had to spend on the new software, hardware and then an IT person is unbelievable.  I would agree that if anyone is looking into a lawsuit there are so many of us that would definitely be a part of it.  It is costing us money and customers.  ABSOLUTELY AWFUL!!!!!