Converge Payment Terminal Troubleshooting Guide

This article will demonstrate troubleshooting tips post-setup of Converge payment terminals.

Disclaimer

CivicPlus team members will help troubleshoot issues with API (application program interface) connectivity and API errors. However, CivicPlus Support is not permitted to troubleshoot terminal errors from your payment terminal. Those errors should be reported to your IT department, Elavon Converge, or hardware manufacturer.

Pre-requisite

Before following the steps in this guide, please complete the Converge EMV setup process.

Commerce Web Services (ConvergeConnect) Troubleshooting Steps

1. Check to ensure that Commerce Web Services is installed. It should be listed in your control panel. 
   
2. Ensure that you have the latest version installed. You will need version 4.2 or higher. If you do not have the latest, uninstall Commerce Web Services and download the latest version from Converge.
   
   
3. Try running Commerce Web Services under administrator privileges. To do this, close all running instances.
   1. Right-click on the ConmmerceWebServices application and select Run as Administrator
      
      
   2. Close and/or shut down all instances of Commerce Web Services. You may have to do this by ending the task in Task Manager.
      
   3. Ensure that the Converge services are running. If they say Stopped, click Start.
      
   4. Click Refresh Devices and allow Commerce Web Services several minutes to detect the device.
      
   5. When Commerce Web Services is ready, you should see the Port and Card Reader name automatically populate into the Configuration section. You are ready to test a transaction.
      

If you do not see your device listed, follow the hardware troubleshooting steps in the next section.

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Hardware Troubleshooting Steps

1. Check your Device Manager, you should see your device listed there. If you do not, proceed with the following steps.
   
2. Check to make sure that there are no loose wires and check the power cord, magic box, and USB cables. Ensure the magic box is pressed firmly into the back of the Ingenico device.
3. Click Refresh Devices in Commerce Web Services to see if the device is recognized.
   
4. Try a different USB Port. If connected through a dock or hub, connect the device directly to a port on the computer.
   • Click Refresh Devices in Commerce Web Services to see if the device is recognized.
5. Try a different USB cable.
   • Click Refresh Devices in Commerce Web Services to see if the device is recognized.
6. Restart the computer. Be sure to run ConvergeConnect with administrator privileges. Make sure that the Converge Service and CWS are both running, then:
   • Click Refresh Devices in Commerce Web Services to see if the device is recognized.

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Additional Troubleshooting

1. Make sure you do not have CivicPlus's IP (internet protocol) addresses whitelisted on your Converge terminals for retail. The IPs only need to be whitelisted for the internet and when using the Hosted Payment Pages. If you whitelist CivicPlus IPs, all your transactions will be blocked. This is because traffic from card-present transactions comes from the machine that originates the transaction (your local computer) and not from CivicPlus. 
2. Make sure that EMV chip cards are enabled on your Converge terminal.
3. Ensure that the appropriate card types are enabled on your Converge terminal.

If following the steps above did not help, reach out to your IT department, Elavon Converge support, or your payment terminal manufacturer.

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