At least once a day our wisepad 3 freezes, it doesnt let us turn it off and no buttons work. When we try put an order through at the POS it just comes up trying to connect. We need to manually disconnect the wisepad from the app and add it on again a few times to kick it out of its freeze. Anyone else had this issue or have a solution?
Topic summary
Persistent freezes on the Wisepad 3 during POS (point of sale) checkout, leaving the device unresponsive and unable to power off. The POS shows “trying to connect,” blocking orders until the reader recovers.
- Frequency/impact: One store reports daily freezes; others report at least weekly. Issue has persisted for months.
- Environment: At least one user is fully up to date on software. Replacing the device with a new Wisepad 3 from Shopify did not resolve the problem (possibly worse).
- Workarounds tried: Manually disconnecting the Wisepad from the app and re-adding it multiple times can sometimes recover it. In other cases, staff must wait for the device to unfreeze; buttons do not respond.
- Scope: Multiple retailers affected; appears not isolated to a single unit.
- Status: No confirmed fix or root cause identified. Participants are seeking solutions; discussion remains open.
1 Like
We get that at least once a week now.
we have also had this same issue for the last few months, all software is fully up to date, I’ve even purchased a new wisepad direct from shopify that has exactly the same problem (if not a little worse), we find that we just have to wait for it to unfreeze & nothing we do can change it