> For the complete documentation index, see [llms.txt](https://commanderhelp.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://commanderhelp.verifone.com/general-help-guides/general-help/pos-troubleshooting-guide-for-circle-k-ck-helpdesk/pos-register-screen-is-frozen.md).

# POS/Register Screen Is Frozen

#### 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.*

<details>

<summary>Keywords</summary>

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

</details>

<details>

<summary>Quick triage for "frozen screen"</summary>

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 ](/fuel-dcr-help/fuel-dcr-help/dcr-help/dcr-screen-frozen-keypad-not-responding.md)instead.<br>

</details>

### 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.

{% hint style="info" %}
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.
{% endhint %}

### 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

{% stepper %}
{% step %}

#### 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.
{% endstep %}

{% step %}

#### 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.
{% endstep %}
{% endstepper %}

### Still not working? Contact the Helpdesk

{% hint style="info" %}
N**eed 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.
{% endhint %}

### FAQ

<details>

<summary>Why is my POS screen frozen?</summary>

The most common causes are a software issue or a loose ethernet cable. Resetting the POS and checking the cable usually fixes it.

</details>

<details>

<summary>What if the POS freezes again after I fix it?</summary>

If it freezes repeatedly, contact the Helpdesk. There may be a recurring software or hardware issue.

</details>

<details>

<summary>Should I unplug the ethernet cable or just reseat it?</summary>

Unplug it fully, wait 5 seconds, then plug it back in firmly. This resets the network connection.

</details>

<details>

<summary>Will I lose data if I power cycle the POS?</summary>

No. Completed sales are saved. You may need to re-enter any transaction that was in progress when it froze.

</details>

### Related issues

* [POS Touch Screen Not Responding](/pos-help/pos-help/register-touchscreen-not-responding.md)
* [POS Is Slow or Lagging](/general-help-guides/general-help/pos-troubleshooting-guide-for-circle-k-ck-helpdesk/pos-is-slow-or-lagging.md)
* [POS Keeps Rebooting on Its Own](/general-help-guides/general-help/pos-troubleshooting-guide-for-circle-k-ck-helpdesk/pos-keeps-rebooting-on-its-own.md)


---

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