Identified - Incident: Windows update causing Hardware Service failures
Status: Identified
Start time: 16 Oct 2025 (Australia/Brisbane)
Affected: Windows 11 devices running 24H2 that installed KB5066835 (build 26100.6899)
Impacts: Retail Express Hardware Service may fail to start or function, affecting POS peripherals (printers, scanners, cash drawers, EFT integrations).
What happened
We’ve identified that the Microsoft Windows 11 update “2025-10 Cumulative Update for Windows 11 Version 24H2 for x64-based Systems (KB5066835) – build 26100.6899” can cause the Hardware Service to fail on some machines.
Workaround (until we ship an update to the Hardware Utility)
Please uninstall the specific Windows update and temporarily pause Windows Updates for 7 days.
Watch: 60-second uninstall guide → How to uninstall the Windows update
https://share.vidyard.com/watch/HRAtjXoQ6kpTi1mf9iSzj2
Step-by-step: Uninstall the update
Open Settings
Go to Windows Update
Select Update history
Choose Uninstall updates
Select 2025-10 Cumulative Update for Windows 11 Version 24H2 (KB5066835) (26100.6899)
Click Uninstall and follow the prompts, then restart the PC
Step-by-step: Pause Windows Updates for 1 week
Open Settings
Go to Windows Update
Click Pause updates and select 1 week
Note: Pausing updates is a temporary mitigation. Once our patch is released, you can resume updates.
For IT teams (optional)
If you manage devices centrally, block or roll back KB5066835 for Windows 11 24H2 via your endpoint management tool (e.g., Intune or WSUS) while we prepare a permanent fix.
Next steps
We’re updating the Hardware Utility to restore compatibility with Windows 11 24H2.
We’ll post a further update with the fixed version and instructions to safely resume Windows Updates.
Need help?
If uninstalling the update does not restore the Hardware Service, please contact Support with your device OS version and build number.
Oct 16, 2025 - 14:14 AEST
Status: Identified
Start time: 16 Oct 2025 (Australia/Brisbane)
Affected: Windows 11 devices running 24H2 that installed KB5066835 (build 26100.6899)
Impacts: Retail Express Hardware Service may fail to start or function, affecting POS peripherals (printers, scanners, cash drawers, EFT integrations).
What happened
We’ve identified that the Microsoft Windows 11 update “2025-10 Cumulative Update for Windows 11 Version 24H2 for x64-based Systems (KB5066835) – build 26100.6899” can cause the Hardware Service to fail on some machines.
Workaround (until we ship an update to the Hardware Utility)
Please uninstall the specific Windows update and temporarily pause Windows Updates for 7 days.
Watch: 60-second uninstall guide → How to uninstall the Windows update
https://share.vidyard.com/watch/HRAtjXoQ6kpTi1mf9iSzj2
Step-by-step: Uninstall the update
Open Settings
Go to Windows Update
Select Update history
Choose Uninstall updates
Select 2025-10 Cumulative Update for Windows 11 Version 24H2 (KB5066835) (26100.6899)
Click Uninstall and follow the prompts, then restart the PC
Step-by-step: Pause Windows Updates for 1 week
Open Settings
Go to Windows Update
Click Pause updates and select 1 week
Note: Pausing updates is a temporary mitigation. Once our patch is released, you can resume updates.
For IT teams (optional)
If you manage devices centrally, block or roll back KB5066835 for Windows 11 24H2 via your endpoint management tool (e.g., Intune or WSUS) while we prepare a permanent fix.
Next steps
We’re updating the Hardware Utility to restore compatibility with Windows 11 24H2.
We’ll post a further update with the fixed version and instructions to safely resume Windows Updates.
Need help?
If uninstalling the update does not restore the Hardware Service, please contact Support with your device OS version and build number.
Oct 16, 2025 - 14:14 AEST
Investigating - We are investigating reports that the latest Windows 11 security update is preventing the Retail Express Hardware Utility from being detected in POS. Impacted users may find that integrated EFTPOS and receipt printers are unavailable.
If you are effect by this issue kindly If available, switch your EFTPOS terminal to standalone mode.
In Back Office, go to Settings > Payments, enable the EFTPOS payment option for POS, then log out of POS and log back in so the manual payment option appears. Process the transaction manually on the terminal.
After the card is approved, record the payment in POS.
We’re actively working on a solution for the Hardware Utility and will post further updates as soon as they’re available.
Please pause any pending Windows updates until we have a resolution.
Oct 16, 2025 - 10:13 AEST
If you are effect by this issue kindly If available, switch your EFTPOS terminal to standalone mode.
In Back Office, go to Settings > Payments, enable the EFTPOS payment option for POS, then log out of POS and log back in so the manual payment option appears. Process the transaction manually on the terminal.
After the card is approved, record the payment in POS.
We’re actively working on a solution for the Hardware Utility and will post further updates as soon as they’re available.
Please pause any pending Windows updates until we have a resolution.
Oct 16, 2025 - 10:13 AEST
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