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U.S. Bank Europe DAC. Registered in Ireland – Number 418442..  Registered Office: Block F1, Cherrywood Business Park, Dublin 18, D18 W2X7, Ireland.
U.S. Bank Europe DAC, trading as Elavon Merchant Services, is regulated by the Central Bank of Ireland.
 
U.S. Bank Europe DAC. Registered in Ireland with Companies Registration Office. The liability of the member is limited. United Kingdom branch registered in England and Wales under the number BR022122.
U.S. Bank Europe DAC, trading as Elavon Merchant Services, is a credit institution authorised and regulated by the Central Bank of Ireland.  Authorised by the Prudential Regulation Authority.  Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority.  Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.

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This section provides instructions to troubleshoot Commerce SDK issues.

## 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 :magic-link[Software Technical Support]{id="gettingstarted" anchor="cntct-supp"}.

 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 :magic-link[Software Technical Support]{id="gettingstarted" anchor="cntct-supp"}.

## 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.

 
:::::notice{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 currently 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.

Troubleshooting

Alliance Offers

Data as a Service

Invitation to Apply

Accounts

Bank Holidays

Card Activation

Card Controls

Challenge-Widget

Commercial Credit Cards

Commercial Statements

Credit Card Account Details

Credit Card Accounts Overview

Credit Card Alerts

Credit Card Application Status

Credit Card APRs

Credit Card Balance Transfers

Credit Card Disputes

Credit Card Payments

Credit Card Qualified Offers

Credit Card Statements

Credit Card Transactions

Data Sharing for Marketing Purposes

Digital Wallets

Make a Payment - Coming Soon

Rewards Accelerator

Rewards Automatic Redemption

Rewards: Balance Summary

Rewards: Dashboard

Rewards Redemption Accounts

Rewards Redemptions

Rewards Transactions: Earned and Redeemed

Travel Notifications

User Profile

3DSecure2

Avvance

CheckoutJs

Commerce SDK

Converge

Disputes Management

Dynamic Currency Conversion

eBoarding

Elavon Cloud Payments Interface

Elavon Payment Gateway

Fusebox

Hosted Payment Page

In Person Payments on Opayo

Leads

Lightbox payment modal

Online Payments on Opayo

Opayo

Opayo Direct

Opayo Forms

Opayo Reporting API

Opayo Server

Opayo Shared API

Payment Method Gateway

Payments Core 365

Simplify

viaconex

XML API

Card as a Service API

Core Banking API

Money Movement API

Reference API

Access Online Transactions

Account Transfers

Account Validation

ACH Originations

Bank Information

Card as a Service

Check Payables

Corporate Account Information

Corporate Account Information 3LO

Corporate Credit Cards

Corporate Onboarding

Corporate Statements

Custody

Data Toolbox

Data Toolbox - Accounts

Data Toolbox - Documents

Data Toolbox - Transactions

Debit Card Phone Number Lookup

Disbursements via Zelle®

U.S. Bank Flexible Capital Platform

Freight Payment Customer Profiles

Freight Payment Transactions

Incoming Webhooks

Instant Payments

Investment Accounting

PaySmart

Payee Choice

Payee Token+

Personal Loans

Positive Pay

Push to Card

Receivables

RTP® - Real-Time Payments

Tokenized Payments

Treasury Builder

U.S. Bank FBO Account

Virtual Account Reporting

Virtual Card Payments

Voyager Accounts

Voyager Cards

Voyager Drivers

Voyager Transactions

Voyager Vehicles

Wire Transfers

Elavon Commerce SDK Overview

Integration Methods

Commerce Web Services

Java (Windows)

Java (Android)

Objective-C (iOS)

System

Get Environment Information

Get Converge Account Information

Validate BMS Credentials

Payment Terminals

Payment Terminals Overview

Ingenico

iCMP

iPP320

iSC250

Lane/3000

Lane/3600

Lane/5000

Link/2500

Moby/5500

RP457c

Self/4000

Card Reader Connection

Device Connection Criteria

Card Reader Configuration

Get Card Reader Information

24-Hour Reboot

On-Demand

Get Device Status

Reset Card Reader

Reboot Card Reader

Encrypted Card Read

Cancel Card Read

Prompt PIN Entry

Capture Card Data

Get Customer Input

Phone Number

Volume Control

Set Shutdown Timeout

Signature Capture

Set Time Zone on Card Reader

TMS Update Check Time Window

SSL Certificate Update Process for Card Reader

Printers

Printers Overview

Get Printer Information

Print Receipts

On Demand Print Receipt

Transaction Types

Transactions Overview

Sale

Auth Only

Auth Only Increment

Convert Auth Only to Sale

Auth Only Reversal

Void

Linked Refund

Stand Alone Refund

Debit Balance Inquiry

Post Auth Tip Adjust

Continue Transaction

Cancel Transaction

Transaction Lookup

Processing Options

Processing Options Overview

Address Verification Service

Force Sale

Gratuity

Manual Card Data Entry

Merchant Transaction Reference

Partial Approval

Token Request

Pay with Token

Retrieve CVM Signature

Invoice Number