FAQ SKF Lubrication Cloud Platform

1. What is the Lubrication Cloud?
   A user-friendly web application for PC, tablet, or smartphone to manage your organization and lubrication devices, and to visualize and control your assets and the condition of the lubrication devices. It replaces the Lubrication Control Panel or LCP (the previous TLDD’s platform). It will also support future connected lubrication products.

   
   For more information, click the following link: https://www.skf.com/group/products/lubrication-management/lubrication-cloud
   
   

2. How do I access the SKF Lubrication Cloud?
   For more information, click the following link: https://www.lubrication-cloud.skf.com/
   
   

3. What are the Lubrication Cloud’s system requirements?
   The user must have a registered email account under SKF SSO service, internet access, and one of the following internet browsers: 
   

   • Google Chrome
   • Edge
   • Firefox
   • Opera
   • Safari

   Note: Only the last two versions of the browser are supported.
   
   

4. What devices are compatible and officially supported?
   The current release of the Lubrication Cloud is compatible with TLDDv1, TLDDv2, and TLDD Gateway.

5. Where are the cloud servers for data storage located?
   The cloud servers are hosted in AWS (Amazon Web Services) data centers in Ireland.
   
   

6. When there is an alarm, does the Lubrication Cloud show fault descriptions or just a warning symbol?

   The Lubrication Cloud displays a symbol and alarm descriptions.
   
   

7. How many accounts can I create and what kind of user profile can I configure?
   There is one user profile named User with privileges to:

   • create a maximum of 1 organization
   • be invited to a maximum of 5 organizations
     
     

8. Who has access to the data uploaded to the Lubrication Cloud?
   Users with an SKF SSO account and assigned to an organization, have access to the assigned organization’s data. In addition, a designated SKF Lubrication Cloud admin has access to the data to support the users.
   
   

9. What personal data is stored in the Lubrication Cloud?
   The only personal data stored is contact information (e.g., email addresses) entered manually by Lubrication Cloud users.

10. Can I access my TLDD’s historical data?  
    Yes, the Lubrication Cloud displays the device’s event log. The historical data can also be extracted by submitting a support request.
    

11. What security measures are taken at the network level to prevent and identify (possible) intrusion attempts (IDS, IPS, NGFW, etc.)?
    The HTTPS (Hypertext Transfer Protocol Secure) site uses encryption and digital certificates to establish an encrypted connection between your browser and Lubrication Cloud servers. The certificates are provided by Amazon. Users are authenticated with SKF Single Sign-on (SSO), and only SKF SSO-registered users can access the Lubrication Cloud. Alerts are configured to detect possible error cases.
    
    

12. How can I get my data at the end of my Lubrication Cloud subscription?
    You must submit a request ticket. The data will be delivered in CSV/JSON format. The data is readable with a text editor and easily processable with scripts.

13. How does the gateway authenticate itself with the Lubrication Cloud?
    With certificates uploaded to the gateway. A 2048-bit RSA key pair is generated, and the public key is used to issue an X.509 certificate. The private key for the certificate is only issued once upon creation.

    
    

14. A user I invited to my organization didn’t get an invitation e-mail.
    Check the email spam folder.
    
    

15. I am trying to upload a CSV but it is not working?
    Ensure the file is a CSV and is formatted correctly. Reference the template available in the Lubrication Cloud by clicking the Download a template link in the Upload Devices window.  To access this window, clickUpload CSV TLDD in the Devices tab.

16. Can I upload a location photo?
    Yes, you may upload images of the following type: jpg/jpeg, or png.

    
    

17. I uploaded a location photo to a lubricator but I can’t see the photo.
    Make sure that the file was uploaded, the percentage should be shown on the button. If the upload was 100% completed, but the image is not showing, refresh the page (depending on the operating system browser press F5, CTRL+R, or CMD+R).

    
    

18. Why I’m seeing different values than my colleague is seeing in the Lubrication Cloud?
    You may need to refresh the page (depending on the operating system press F5, CTRL+R, or CMD+R). If refreshing did not help, try to do a hard refresh (depending on the operating system and browser press: CTRL+F5, CTRL+SHIFT+R, CMD+SHIFT+R). 

    
    

    How do I troubleshoot a lubricator that is working on the field, but the Lubrication Cloud shows as being OFF?
    You may need to perform one of the following procedures:

    • Make sure that all the gateways have internet connectivity, and that the SIM card plan is active.
    • Remove the lubricator from the Lubrication Cloud and add it back.
    • Remove the batteries from the lubricator to restart it (install a new full cartridge).
    • Reboot all the gateways one at a time by unplugging them from the power supply. DO NOT Reset the gateway. 
      
      

19. How can I control the intervals I receive notification e-mails from LC?
    Go to the settings page and find the section Email notifications and change the value, available options are Daily, Weekly, Monthly, or Never.
    
    

20. Why is it that the real amount of grease available in a unit is different than what the Lubrication Cloud displays?
    For example, the canister level shows 75 ml while the Lubrication Cloud shows 41%. Because the Lubrication Cloud shows the fill level in the percentage of lubricant remaining in the canister (cartridge). 75/125 = 41
    
    

21. Regularly notifications occur about units not having a connection. Is a 100% connection always required?
    The connection should be as good as possible, not necessarily 100%.
    
    

22. When there is a power loss no notification is sent by mail.
    Power loss will be notified as a lost connection. The notification will be sent according to the selected frequency of notifications.

    
    

23. Why does the Lubrication Cloud show that a device is empty, but there is still 15% grease available in the lubricator?
    It’s a safety feature to ensure the bearing does not run dry until the cartridge is replaced with a new one (also batteries should be replaced at this time).

Contacting SKF Technical Support Group

For further assistance please open a support case using the Technical Support group's self-help portal at www.skf.com/cm/tsg. Once your support case is submitted, a technician will contact you to begin working on your issue. For urgent issues we are available at these times by phone:

• Monday through Friday, 5:00 a.m. to 4 p.m. Pacific Time -
  Phone: [phone] within the US or [phone] outside the US.
• Monday through Friday, 8:00 a.m. to 4:00 p.m. Central European Time -
  Phone: [phone].
• Monday through Friday, 7:30 a.m. to 4:30 p.m. India Standard Time -
  Phone: [phone]