Troubleshooting

In this topic:

Prerequisites

  • HTTPS POST, Converge Mobile and EMV chip cards are enabled.
  • CWS Debug Build is running on the machine to test.

    To install CWS Debug Build, complete the following steps:

    1. Determine the Commerce SDK version.
    2. Request the Commerce SDK Obfuscated Build download link from Software Technical Support .

      The Commerce SDK Obfuscated Build must match the Commerce SDK version.

    3. Uninstall the current CWS build.
    4. Install the Commerce SDK Obfuscated Build.

Obtain Logs Using CWS Debug Build

  1. Right-click the ConvergeConnect icon from the system tray and click Logs.

    The ConvergeConnect Logs window appears.

  2. Set Log Level to 9  and click Update.
  3. Post a transaction that replicates the error.
  4. Right-click the ConvergeConnect icon from the system tray and click Logs.

    The ConvergeConnect Logs window appears.

  5. Select cws.logs from the Logs list and click View.
  6. Save and send the logs to Software Technical Support .

USB Device - Not Communicating with CWS

  1. Uninstall the USB drivers.
  2. Disconnect the device from the USB port.
  3. Reconnect the device to the USB port and stop Microsoft Windows from auto-installing drivers (Commerce Web Services will supply the correct drivers).
  4. Uninstall the USB drivers.
  5. Disconnect the device from the USB port.
  6. Uninstall CWS.
  7. Install CWS.

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    important

    Do not connect the USB device until you install CWS.

  8. Plug the USB device into the USB port and cancel Windows auto-detect/install drives (Commerce Web Services will supply the correct drivers).
  9. Open CWS and click Refresh to confirm that the device is recognized.

    If there is an update, CWS will initiate the download (multiple restarts will occur but should end on the Welcome screen).

    After the update, open CWS and click Refresh to confirm that the device is recognized.

    If the This Lane Closed  screen appears instead of the Welcome  screen, change USB ports (3.0, 2.0 or directly into PC if currenctly going through a USB hub).

    Possible issues with competing drivers already installed from a previous device.

USB Device - Not Populating in CWS and Outdated RBA

  1. Uninstall the USB drivers.
  2. Restart the USB device.
  3. When the RBA version screen appears, press the following keypad buttons in this order: 2, 6, 3, 4 then Green.

    If performed correctly, the Press F for Menu   prompt appears.

  4. Configure the following USB settings:

    • 3 - TDA
    • 0 - Configuration
    • 0 - Communication
    • 0 - Select Comm. Type
    • 3 - USB<>Serial Conv
  5. Press the Red key until the Save and Reboot?  prompts appears.
  6. Select 1 - Yes and press the Green key.
  7. Restart CWS.

    If successful, the device will restart and display UPDATE IN PROGRESS... DO NOT DISCONNECT.

iSC250 Touchscreen Alignment Issue

The iSC250 stylus randomly selects the Debit or Clear button when the customer selects the Credit or Continue button during a Sale transaction.

  1. Reboot the iSC250 payment terminal by pressing and holding the Clear and Minus buttons simultaneously.
  2. When the terminal reboots and the Retail Base  screen appears, press the following keypad buttons in this order: 2, 6, 3, 4 then Green.
  3. Press the Plus button to display the functions menu.
  4. Select Telium Manager > Initialization > Hardware > Calibration to display the Calibration  screen.
  5. Select Yes to re-calibrate the payment terminal.