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The screen shot seems to be the IAR EWARM.
Can you ask the customer to try debug with PSoC Creator v4.2?
您能否要求客户尝试使用PSoC Creator v4.2进行调试？
If PSoC Creator version works, there must have been some error or mistake during the project conversion.
If PSoC Creator version does not work, I'm afraid that we need a help from Cypress.