Frequently Asked Questions (FAQs) - SKF @ptitude Connect (cloud) – SKF Technical Support

My computer was recently upgraded to Windows 10 and now the Microlog Analyzer will not connect to Microsoft Windows Mobile Device Center.

This issue can usually be resolved by making a couple minor configuration changes to Windows Mobile Device Center services. Refer to Customer Bulletin #CM9387-CIB for step by step instructions.

Which ports must be open in the firewall in order to transfer data to and from the SKF cloud?

Bi-directional TCP communication must be allowed for IP addresses 74.220.147.6 (forwarded) and 34.226.0.162 (current). Similarly, bi-directional TCP communication must be permitted for the port number that was assigned to your cloud connection (e.g. port 8088 for MHRP database server). Please refer to the SKF @ptitude Connect setup instructions given to you for the correct port number. Otherwise, this information can be obtained by opening a support case at www.skf.com/cm/TSG.

How can I obtain the correct USB driver for connecting my SKF Microlog Analyzer device to the SKF cloud?

A signed SKF USB Driver required for Microlog Analyzer model numbers CMXA 45, 48, 75 and 80 can be downloaded using the link below:

http://www.skf.com/group/products/condition-monitoring/condition-monitoring-product-support/condition-monitoring-product-downloads/skf-microlog-analyzer-series/drivers.html

What is the IP gateway address and port number for RDCHome web address https://ogc.cmcrdc.com/xxxx? My local IT department is requesting this.

The RDC gateway address and port number is 52.20.183.198 / 443.

SKF @ptitude TCT cannot connect to the Transaction Server.

The most common reason for the above error is that an incorrect Transaction Server has been configured. Please refer to the original setup documentation provided and ensure the proper server connection details (server name and port number) have been configured correctly. There are two ways to modify connection information:

Option 1 -

Re-run the SKF @ptitude Analyst Thin Client Transfer software installation. When going through the installation wizard, choose the option to 'Modify' the existing installation. You will be prompted to enter/modify server connection details. Correct the server name and/or port number according to the original setup documentation provided by SKF.

Option 2 -

Create or modify the existing SKF @ptitude TCT shortcut.This can be helpful in cases where multiple Transaction Server services are being used.To get started, create a new shortcut for SKF @ptitude TCT on the local desktop, if one does not already exist. Next, right-click on the desktop shortcut and select Properties. Modify the Target field with the correct name and port number to the cloud database server environment (example below). Refer to the setup documentation for the information.

Target: "C:\Program Files (x86)\SKF-RS\SKF @ptitude Analyst\skfTCT.exe" -TS:emeaservices.cmcrdc.com,8088

(where -TS:emeaservices.cmcrdc.com,8088 is the server path and port for the cloud database)

SKF @ptitude TCT is still unable to establish a connection to the Transaction Server. Is there a test that I can carry out to determine if the service is running, and that I am able to successfully connect?

Yes - a quick test can be carried out using your web browser. Open Internet Explorer and enter the cloud database server IP address and port number in the address bar in the following format: IP address:port number

The address bar will look similar to this example: http://74.220.147.6:8088

If you are capable of communicating with the cloud server, the page will return the following SKF @ptitude Transaction Server page:

If the test fails, an error message will be displayed. To resolve, you will likely need to consult with your local IT team so the IP address and port number are configured/open for bi-directional communication.

When I attempt to log in to RDCHome, a message appears saying my user name is not associated with this Remote Diagnostics Center (RDC) web portal:

SKF hosts several RDCHome web interface portals for SKF @ptitude software services, each of them having slightly different website URLs (suffixes). Every registered cloud user is granted access to RDCHome under one of the web portal instances and provided the exact URL for logging in. If you are seeing the above message, refer to the original SKF @ptitude Connect setup documentation to verify the specific RDCHome web portal address in which you were assigned.

Keep in mind that users from the same company and/or database may be assigned to different RDCHome web portals - meaning that your colleague's URL may slightly differ from the URL in which you were given. If you still have trouble logging in after verifying the RDCHome URL for your particular user account, please open a support case for further assistance at www.skf.com/cm/TSG.

When I log in to RDCHome, it says I need to install Silverlight. It worked fine earlier today.

Open Internet Explorer(IE) and select Tools from the IE menu. Uncheck the option for ActiveX Filtering. Close the browser and then restart the computer, then try signing in again.

SKF @ptitude TCT application hangs when I upload data to the MHRP cloud server.

Verify the SKF @ptitude TCT version currently installed on the client computer. If the TCT version is v8.0.168.0 or earlier, then upgrade the client software to newer version v8.1.3136.3, which has improved transfer capabilities. Newer versions of SKF @ptitude TCT such as this one will require local administrator rights on the client computer for installation. To obtain a copy of this particular software version, open a support case with the Technical Support Group at www.skf.com/cmTSG.

**When I try to connect to my Microlog Analyzer from within the cloud, the message, “Microlog Analyzer not responding. Check connections and baud rate" appears:**

The SKF @ptitude Thin Client Transfer (TCT) client software application must be used in order to upload and download data from the handheld to the cloud. Download and install the appropriate version of the software onto the client PC. To download the most current version, use the link below:

http://www.skf.com/group/products/condition-monitoring/condition-monitoring-product-support/condition-monitoring-product-downloads/skf-aptitude-analyst-thin-client-transfer-downloads/index.html

When I launch SKF @ptitude Analyst from the RDCHome dashboard, a 'RemoteApp' error about an unknown publisher is displayed.

Ensure the login name you entered for the RDP connection is in the following format: RDCNLAM\username. If correct, verify the username and password you are correct. If you do not have access to the original setup documentation, open a support case at www.skf.com/cm/TSG and the Technical Support Group will verify your credentials.

I am trying to reach the RDCHome web portal but the error message below appears:

The web address you entered is invalid. The URL must begin with https:// (with an 's'). Correct the error and try accessing the site again.

I got a new computer and need to reinstall the software and drivers in order to connect to the cloud.

The SKF @ptitude Thin Client Transfer (TCT) client application as well as the SKF USB Driver are available for download within the RDCHome web portal. Simply log in to the RDCHome site, and you will see both downloads in the right column.

RemoteApp is not able to connect because an error occurred on the remote computer:

This error is usually caused by a communication issue between the client PC and the remote SKF server. First, contact the local IT administrator to ensure RDP traffic to the SKF cloud server is not blocked. If the IT administrator is unable to solve the problem, a registry key can be added that would change the way the computer connects to the SKF server:

1. Open the Registry Editor on the client PC. To do so, type regedit into the search bar within the Windows Start menu.

2. Navigate to HKEY_CURRENT_USER\Software\Microsoft\Terminal Server Client.

3. Add a new Dword32 key and name it as RDGClientTransport:

4. Lastly, right click on the new key and select Modify. Set the value to 1, select OK and then save your changes upon exit.

Where can I download Microsoft Windows Mobile Device Center software? I don't see a download option for Windows 7 or higher.

Microsoft had ceased development on Windows Mobile Device Center after Windows Vista OS became obsolete; thus, the last WMDC utility version available for download on Microsoft's website - in both 32-bit and 64-bit format - was developed during Windows Vista and thus their website explicitly states compatibility with 'Windows Vista OS'. With the introduction of Microsoft O365 tools, the company's intentions were to move away from supporting old WMDC software. Countless companies though are reliant on this communcation layer and so SKF had carried out thorough testing on both 32-bit and 64-bit versions with Windows 7 OS and later to ensure installation and operation essentially remained the same - and it did. This utility is required to establish a connection between the SKF handheld and the client PC (e.g. to transfer data to and from the cloud). Both formats can be downloaded at the following location and used on Windows 7 and Windows 10 operating systems, despite any verbiage about them being Windows Vista downloads.
- 64-bit https://www.microsoft.com/sv-se/download/details.aspx?id=3182
- 32-bit https://www.microsoft.com/en-us/download/details.aspx?id=14

When I try to download a large route to a Microlog Analyzer via SKF @ptitude TCT, I get an error message saying 'Transaction Server is busy'.

If the user clicks OK, the download screen closes and a message appears on the Microlog Analyzer saying there is no route database in memory. This issue is known to occasionally occur when a user is connected to a VPN client - particularly if the user is connecting to the cloud. To resolve, close the VPN connection, reconnect and then try the download again.

The SKF @ptitude Decision Support application on the cloud is taking a long time to open.

The SKF @ptitude Decision Support service may need to be restarted. Contact the Technical Support Group (TSG) and request they restart the @ptitude DS service.

The SKF @ptitude Decision Support application on the cloud displays a server busy error.

The SKF @ptitude Decision Support service may need to be restarted. Contact the Technical Support Group (TSG) and request they restart the @ptitude DS service.

I uploaded non-route data from my Microlog Analyzer but it's not showing up in the hierarchy.

Open a support case for further assistance via the Technical Support Group (TSG) at www.skf.com/cm/TSG. TSG will locate the non-route data by searching through all hierarchies, then will move it to the proper hierarchy for that particular user/customer.

Is the SKF Multilog IMx-8 compatible with cloud-hosted SKF @ptitude Analyst or Observer software?

Yes - there are versions of these applications on the cloud capable of supporting SKF Multilog IMx-8 On-Line Systems.

Will the SKF Multilog IMx-8 connect to the SKF cloud using 3G data connection?

Any 3G/4G connection should be capable of handling traffic to and from the cloud as long as the device has open access to the internet. With regards to data usage, the below is an excerpt taken from the user manual:

For a normal setup, we can calculate as the following:

Setup:

8 vibration measurement points (3200 lines) with time waveform
1 speed (tacho) measurement point
We store FFT spectra with time waveform 1 per day, trend data every 10 minutes, and digital data every 10 minutes.

Calculation for data per day would be: FFT spectra + time waveform + trend data + digital data
= (8 x 3200 x 2) + (8 x 3200 x 5.12) + (8 x 160 x 6 x 24) + (50 x 6 x 24)
= 51200 + 133120 + 184320 + 7200
= 375840 bytes per day or 375.8 KB per day
= 11.3 MB/month (average of 30 days per month)

The Microlog Analyzer is not able to establish a connection or communicate with Microsoft Windows Mobile Device Center.

This can be caused by a number of issues. The first step to resolve the problem is to unplug the USB cable from the computer. Perform a warm boot on the device by holding down numeric buttons 2 + 7 + 8 + 9 at the same time for about five seconds. Once the device has rebooted, reconnect the USB cable and see if a connection is established.