Question

Point of Sale 19.0 Lane 5000 Freezing

Forum|Forum|5 years ago
October 15, 2020
24 replies
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We upgraded our Point of Sale to 19.0 last week and installed the new Ingenico Lane 5000 pin pads this week. Installed the drivers and have tested and been using the pin pads for a few days now. Once a sale has been completed, if point of sale is left in the Sales Screen the pin pad freezes up. If it freezes and you leave the sale screen, it stays with a screen asking to "Please Insert, Swipe or Tap Card". Will not go to the Intuit Quickbooks screen. Even if I exit Point of Sale completely, the pin pad continues to be frozen. The ONLY solution we have found is to unplug the pin pad from power and let it reboot. Takes at least 5 minutes with a customer waiting while you reboot a pin pad and point of sale.

I can't be the only one who is experiencing this. Any tips or tricks? Would love to know a quick way to reboot the pin pad without unplugging it. Cannot find anything on line. Support line was absolutely ZERO help. Basically told me, that's just the way it is.

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ErskinesGrain

Hi,

Just adding to the conversation here too. We are a new business which opened on 12/23. The Lane 5000 pin pad freezes often even with "Automatically log out user after each sale" disabled.

Luckily so far we have only lost one sale for about $50, but we are constantly required to unplug the pin pad so it can reboot. We are on the latest version and don't need any updates.

Based on this thread this is obviously a known issue, so I'd like to know what are my options for either a hardware or software upgrade.

The current solution is completely unworkable long-term, especially when our business picks up in April and May.

R

rvrfrf

Thanks for becoming part of the Community, ErskinesGrain.

Currently, there's an ongoing investigation about Tetra Lane 5000 PIN pads freezing while in use. Our Product Investigations team has published some recommended troubleshooting steps that can help solve this issue. You'll be able to find each of them in MichelleBh's post.

If your device continues encountering interruptions after performing each of the five processes, you'll want to get in touch with our Customer Care team and reference the case number (INV-52625). They'll be able to pull up your account in a secure environment and add you to Intuit's list of affected users. This ensures you'll receive email communications about any updates relating to our investigation. Steps for contacting the Point of Sale support group can be found in katherinejoyceO's post.

I'll be here to assist if there's any questions. Enjoy the rest of your day!

A

ACC Consult

R5 has been released and appears to have been released to address this problem. It hasn't been pushed to my POS workstations but I was able to download it manually by going to the Quickbooks Downloads & Updates page:

downloads.quickbooks.com/app/qbdt/products

Choose "Not Sure" on the first question then navigate to your version of Quickbooks POS v 19.0 and choose the "Get the latest updates" link to the right of the POS box. The details of what the update is intended to address are in the "What's New?" link.

I haven't installed it yet. We removed all the Lane 5000 Pin Pads for all the reasons that have been detailed in this thread, most of all because we were losing money. I have nothing good to say about Intuit support, and I am not surprised I was NOT notified by Intuit that R5 had been released or that it was close to being released. Intuit support has met my very, very low expectations. I do hope this finally fixes what should have been fixed months ago.

According to "What's New?" Release 5 (R5)

Improved communication to Tetra Lane 5000 PIN Pad to help mitigate interruptions.

Updated Ingenico 3.26 USB driver for Tetra Lane 5000 PIN pad now included in the Drivers folder.

K

Kevprit000

Can you let us know if this fixed the problem. We are having the same issue as everyone else and when we call Intuit they try to act as if something wrong on our end and there is nothing they can do except tell me to re install drivers. They won’t even admit there is an issue with others too.

MJoy_D

This is not the kind of experience that we want you to have, @Kevprit000.

Can you tell us more about the error you're having with your Point of Sale (POS)? That'll help us get the best resolution for the error you're having.

If it freezes when signing in after it logs out after a sale or with the pin pad freezing, our Product Engineering team is still working on identifying the cause of this issue and resolve it.

If you’re having any of these errors and or anything else, I suggest reaching out to our Customer Support team. This way you'll be added to the list of affected users and receive an email notification once we resolve the issue.

You can reach them by going to this link: Contact Payments or Point of Sale Support.

Here's also our QuickBooks Point of Sale (POS) FAQ for a list of articles that may help you with the most commonly asked questions.

That should get you in the right direction. If you have any additional questions or require further clarification about your account, let me know by leaving a comment below. Have a great rest of the day.

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gregpeggyw

Just FYI

We have spent $4,884 on POS 19 upgrades since October. We have 'lost' $1,247 in frozen transactions. Many customers won't swipe their card anymore because it takes three tries for it complete.

and your resolution is to contract support or key credit cards by hand..... or just wait until POS 20 and we will maybe fix it then?

and stop encouraging others to purchase this product!

F

foo

Just to clarify: Intuit engineering is NOT actively working on a bug fix for this serious bug. It's amazing to me that this version passed QA. I suggest that everyone who paid the tariff for updating to v19 seek a refund. A refund won't repay the money you've lost from reversed charges following a crash, but better than nothing.

BlackRock-Business

Intuit seems to be sending out the replacement PIN Pads now, as evidenced by this email myself and others are starting to receive.

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gregpeggyw

Yes, we received our today.

I will install one tonight and see what happens over the next few days. If you don't hear me complaining, assume all is well.

ehhh

Installed one - followed directions very carefully. (PS - this requires a restart) Four hours of sales and 15 transactions - only froze once. Will continue trial and ....

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Kevprit000

I still have not received any email about this. I will probly have to call them again . Called 2 weeks ago and after over an hour was pretty much told this issue was fixed because there are work around a and refused to admit there was a huge issue here and wouldn’t do anything . But if it froze again after 4 hours then it doesn’t appear to be fixed. Shouldn’t be freezing at all. That would mean after a full day it’s going to freeze 2 - 3 times. That is not ok and not a fix

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BoutiqueOwner

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

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:

Reboot the PIN Pad (power off and back on). Then you can process the transaction again.
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.
If you have a USB Card Reader, they can try using it.
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.

B

BOBBBL

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..

F

foo

I received my replacement PIN pad, followed the PIN Pad Setup Guide, and this just made things worse.

1. The PIN Pad Setup Guide is incorrect. Step 6 asks users to follow the onscreen instructions and set up the replacement PIN pad. There are no instructions in the hardware wizard for accomplishing that task. I figured that the correct instructions would ask users to navigate to the PIN pad setup step in the wizard to install the PIN pad so I did that, but then there was no prompt to connect the replacement PIN pad. Great start, Inuit. Terrible tech writing here.

2. I went ahead and connected the replacement PIN pad and was able to use the wizard to test the connection successfully. However, after I completed the wizard, QB POS updated the PIN pad software, and when I performed the obligatory restart of the application, my heart sank. The application now takes three to four minutes to start, and after it does finally open, it refuses to see the replacement PIN pad. Thanks, Intuit QA for doing such a superb job. I love wasting my time debugging. Thankfully, I have my old CC swiper still installed so I can run transactions.

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rockrustler

All of the post ended in OCT 2020 we just upgraded to POS 19 and the Lane5000 and are now getting the Pin Pad not detected after working for a week we have a month before intuit will no longer support the old pin pads that we had to go back to and it does not seem that intuit or ingenico is doing anything about the problem. How can intuit force you to buy a upgrade that cost 1280.00 for two stations then not support a defective product. After 20 years of doing business with them it looks like it is time to find a POS program that works

D

DebSheenD

This is not the kind of service we want you to experience in QuickBooks, rockrustler.

As mentioned by my peer, there’s an ongoing investigation into the error you’re receiving (INV-21727). I assure you there are full of experts who are knowledgeable in all aspects of QuickBooks. And we're always pleased to help you along your way to success.

For now, you disable the Automatically log out a user after each sale feature to avoid your POS system from freezing.

Community is a public forum and the security of your account is our top priority. The reason why we let affected users call our phone support is to make sure your information is kept secure and private.

Thanks for your understanding and patience as we are doing our best to get this fixed.

For future reference, read through this article to learn more about Hardware to use with QuickBooks Point of Sale.

Please don't hesitate to leave a comment if you have additional questions or I can be of any assistance. I'm always here to help.

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Kevprit000

Why are you guys saying there is still an investigation. The problem has been fixed and intuit has sent out replacement pin pads. I received mine a couple weeks ago and have been using it without any issues yet. Just be honest and stop the lying to everyone.

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yvonnej

Hello, just upgraded to POS 19 with two Lane 5000's and this is happening to us as well. Yes our updates are done, have tried everything stated here. Money just walking out the door. Has anyone come up with any solutions? Thank you.

AlexV

Hi yvonnej!

Thanks for joining us here. I understand that you need to use the Ingenico Tetra Lane 5000. Let me assist you.

I checked our records and found an investigation regarding the unresponsive or freezing behavior of QuickBooks POS when using the said PIN Pad. I suggest you reach out to our Support Team so they can add your info to the case and you'll receive updates once it's fixed.

Also, let me share some articles. These will show you the supported hardware and the improvements of QuickBooks Point of Sale 19.0:

Do you have other concerns with your POS? Comment them here and we'll answer it. Thanks!

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Wayne-NBD

I have installed a few POS v19 and they started having the same issues. What I found to work was, shut down the system, uplug the Tetra 5000 from the electric source, restart the computer, start POS, in the Hardware setup, when you click on pin pad setup, there is a link for the Tetra drivers, download them and install it from there, plug it in when it states to. Since I've done this on 8 machines, I have had only one problem on 1 and that was because the USB port was bad. Changing where it was plugged in to solved that one. Good luck, it has worked for me.

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LGW1

This helped me: File > Preferences > Workstation > EMV Debit Setting > UNCHECK "Accept PIN only" box

LJ

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hfc-mike

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.

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Archie_B

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!

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hfc-mike

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.

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