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JFKATZ23
October 15, 2020
Question

Point of Sale 19.0 Lane 5000 Freezing

  • October 15, 2020
  • 24 replies
  • 0 views

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.  

    24 replies

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    T
    TRC4
    August 11, 2021

    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.

    I
    Irritated 12
    October 30, 2021

    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.

      Angelyn_T
      Angelyn_T
      October 30, 2021

      Hi there, @irritated11.

       

      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!

      H
      HGA
      January 12, 2022

      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.

        K
        Kurt_M
        January 12, 2022

        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!

        H
        HGA
        January 14, 2022

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

          P
          plum124
          June 27, 2022

          UPDATE: Spent an hour on the phone with support who walked me through with cleaning up old data and adjusting some of the config settings. She said this may or may not fix the issue for QB POS customers. If it doesn't, then she said there will be another patch update towards the end of July. We'll see.

           

          Because I had another update today, the printer receipts has a long Intuit 10-line "message" at the bottom of every receipt. It takes up at least two inches and is not appropriate for Intuit! QB Should NOT be adding an advertisement for their payments system and I'd like to ask them to delete it immediately.

           

          You can't go through the Company Workstation set-up under receipts because the message isn't there. Support said there may be a patch to remove it if enough customers complain about it, so PLEASE WEIGH IN or you will be going through much more receipt paper plus annoying your customers with long receipts.

            P
            plum124
            June 27, 2022

            This is the annoying QB POS message on every receipt:

              J
              JFKATZ23Author
              June 27, 2022

              I’ve called, posted, sent emails etc about this receipt message as well. If it HAS to be on the receipt then fine but why must it be 2 inches below the rest of the receipt. Receipt paper is not cheap and it’s a total waste of paper. 

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