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

1

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.

2

Reseat the ethernet cable

Unplug the ethernet cable from the back of the POS.

Follow the ethernet cable to the network box. Reseat the cable at that end too.

Wait 5 seconds and Test.

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.

Related issues

• POS Touch Screen Not Responding
• POS Is Slow or Lagging
• POS Keeps Rebooting on Its Own