Issue: Unit is stuck on Key Injection menu
Solution: Select 3 - No Key Injection, Select 0 - Yes for "Delete KIA?"
Issue: Receiving "The Card Reader Could Not Properly Encrypt - Error Code 400.7023" message when trying to pair to a phone.
Solution: A replacement unit will be required, please reach out to our support team.
Issue: "Unauthorized" flashes in red letters on black background
Solution: A replacement unit will be required, please reach out to our support team.
Issue: Link 2500 is not working
Solution: Before troubleshooting, confirm the following:
-Confirm Browser - make sure you are using Chrome or Edge (Firefox and Safari will not work)
-Confirm Internet Connection - Confirm your internet connection is good and no firewall is setup to block traffic. Test another website to make sure it loads properly. Try to tether the computer internet to your mobile phone data to eliminate the internet connection.
-Confirm Operating System - make sure you are using Windows 10 +
-Confirm communication priority - confirm the Link 2500 is set to USB. Press 0001, communication type, confirm it is set to 2 USB_CDC.
-Confirm the Link 2500 is connected to Converge Connect - make sure the serial # is detected and both CWS and Services say running. Press refresh to establish connection.
-Confirm you are on the right terminal ID in Converge - If you have more than one terminal ID from the terminal drop down on the top right corner of your Converge screen, make sure you are on your retail terminal.
-Confirm Entry Mode - When you start transaction, confirm entry mode is insert/swipe
-Confirm you have the most up to date version of Converge Connect
Troubleshooting:
-Reboot the Link 2500 - hold the yellow and # together. When you are back at the main welcome screen, press refresh in Converge Connect status window. (Note: sometimes the serial # remains from before the reboot, so wait for it to disappear and press refresh again)
-Restart Converge Connect - for older versions – press stop, wait for it to say stopped, then press start wait for both CWS and Services to say running then press refresh and wait for serial # to populate (sometimes you need to press refresh a few times). New versions – press restart then refresh.
**As of April 2022, you must have the updated version to process payments.
-Unplug the Link 2500, then press refresh in Converge Connect to remove the existing serial #. Plug the Link 2500 back in and press refresh on Converge Connect to repopulate the serial # and try the transaction again
-Check USB Cable - try a different cable see if it works
-Power off the Link 2500 - unplug the Link 2500, press and hold yellow and # until boots off. Leave unplugged for a minute, then turn unit on again. Wait until it is at welcome screen, connect to usb and press refresh on Converge Connect.
-Reboot the computer - restart your computer, when it is powered on, press refresh in Converge Connect
-Try EMV key exchange - under settings in Converge go to system setup, then click EMV key exchange. Your unit should reboot. Once rebooted, press refresh on Converge Connect.
Issue: Link 2500 giving a driver error
Solution: This is likely caused to plugging in the unit prior to installing Converge Connect, the default drivers get installed. This can be resolved by walking through these steps:
Unplug the Link 2500
Go to Control Panel in Windows
Uninstall Ingenico USB 3.14 driver
Restart Computer
Make sure Converge Connect is installed and running
Plug in the Link 2500
Windows should auto detect the drivers
Press refresh in Converge Connect.
If drivers are not auto detected, in the Program Files x86 Elavon folder there is an .exe file for USB driver 3.14 setup. Please reach out to our support team for setup.
Issue: Converge Connect is picking up my Epson printer in the status window.
Solution: When Converge Connect picks up an unsupported printer, it can interfere with your POS printing. Please try the following steps:
-On the Converge Connect status window, press stop
-In the installation directory (Program Files x 86, Elavon folder) Search the following files and remove them: epsonjpos.jar, jpos114.jar, xercesImpl.jar and xml-apis.jar
-Press start in Converge Connect
**If you are running a newer version of Converge Connect which only has the restart function, you will need to stop the process via Task Manager, follow the step above to remove the files, then run the services again in the following order: ConvergeConnectServices.exe, CWSWrapper.exe and ConvergeConnectAdmin.ext. You will need to run them as admin by right clicking and selecting run as administrator. Alternatively, reboot the PC.
Issue: Link 2500 displays Lane Closed
Solution: This indicates a firmware update is required. Open Converge Connect and plug in your device. Press refresh on Converge Connect until the unit begins to do an update.
If you are on the Lane Closed screen and the update does not start when pressing Refresh Devices on the Converge Connect status window:
Press 0003 on the Link 2500 unit then
1- communication type
2 - USB_CDC
3- x - red button
1 - yes to save and reboot
Once the unit reboots, press refresh devices on the Converge Connect status window and this should initiate the update.
If after the reboot it goes back to the Lane Closed screen press refresh devices two more times, it will prompt a 3rd reboot and should power on normally now.