POS/Register Screen Is Frozen
Troubleshoot a POS or Register that has a frozen screen and is not responding to any input.
Use this when the POS screen is completely frozen.
The screen is stuck on one display. No buttons, taps, or swipes do anything at all.
This is usually a software or network issue. A reboot or checking the network cable usually fixes it.
Keywords
Also called: POS frozen, register stuck, POS not responding, screen locked up, POS hung
Keywords: frozen POS screen, POS stuck, register not responding, screen locked, POS crash, ethernet cable POS
Quick triage for "frozen screen"
If the report only says "frozen screen," first confirm where the screen is frozen.
Is the frozen screen on the register/POS, or on the DCR at the pump?
Use this guide only for register/POS frozen screen.
If the issue is on the DCR/pump, do not use this guide. Use DCR/pump screen frozen instead.
Symptoms
You may see one or more of the following:
The screen is stuck and doesn’t change.
No buttons or touch inputs work at all.
The POS was working earlier but is now completely frozen.
Most likely cause: A software issue or a loose ethernet connection.
After every step, try using the POS normally.
✅ The POS responds and works — stop here. The issue is fixed. ❌ Still frozen — go to the next step.
Before you start
Note what screen the POS is frozen on — this helps the Helpdesk if you need to call.
Make sure you can access the back of the POS to check cables.
How to fix the frozen POS screen
Reboot the POS
Press and hold the Reset button on the register.
The Reset button is usually near the status display that shows A9.
If that does not work, unplug the POS power cable from the battery backup.
Wait 2 minutes.
Plug the power cable back in.
Wait for the POS to fully restart.
✅ Issue fixed — stop here.
❌ Still not working — continue to Step 2.
Still not working? Contact the Helpdesk
Need assistance? Contact Verifone Helpdesk at anytime.
Use our Chat platform
Or call 1.800.VERIFONE (837.4366)
Tell us the troubleshooting steps you’ve already tried. This saves time and gets you the right support faster.
FAQ
Why is my POS screen frozen?
The most common causes are a software issue or a loose ethernet cable. Resetting the POS and checking the cable usually fixes it.
What if the POS freezes again after I fix it?
If it freezes repeatedly, contact the Helpdesk. There may be a recurring software or hardware issue.
Should I unplug the ethernet cable or just reseat it?
Unplug it fully, wait 5 seconds, then plug it back in firmly. This resets the network connection.
Will I lose data if I power cycle the POS?
No. Completed sales are saved. You may need to re-enter any transaction that was in progress when it froze.
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