Contact Tekla Structures support (Support tool)

The Support tool allows you to contact Tekla Structures support directly. With this tool you can collect the model, related files, and other necessary information in one support request, and safely upload your request to Tekla Structures support.

The Support tool:

Automatically identifies the open model and includes either all files or the files you select from the model folder as attachments to your support request. Additionally, logs and files from other folders are attached, such as the user feedback log, Tekla Structures, and user-defined attribute files.
Automatically gathers application and system information.
Automatically attaches crash dumps, session log files, and Windows Error logs from the last 72 hours if a crash is encountered. They can be skipped by clearing the Crash information file category selection.
Uploads the problem description, attached model, attached files, and all other gathered information to the Tekla Structures support.

Note:

Confidentiality information

All files you upload are treated as confidential. Only the recipient can access the files.

Create a support request

On the File menu, click Help > Contact Tekla support.
Log in using your Trimble Identity.

The Support tool opens and automatically fills in user, application and Tekla Structures version information. The Support tool reads your name, email address, company name, and support email address from your Trimble Identity profile.
Select a category from the list of predefined categories, or, if you can't find a suitable category, select Other.
Enter the problem description.

You can also enter the necessary steps to reproduce the problem or any questions you may have in the respective text boxes.
Click Next.
Select what you want to attach. The file name, file group, file size, and file location are mentioned for each file.
- By default all files are selected.
- Select the All checkbox, or select specific files from the Select the files list.
- If you want to send some other attachments than shown in the Select the files list, click Add extra files and browse for the files.
- If you want to send additional crash dump files, click Add crash dumps and select the relevant files.
Click Next.

The Support tool creates the package and shows the total attachment size. You can also check application information and operating system information before finalizing the support case creation.
Click Create case to upload your case to Tekla Structures support.

While you create the support case, the navigating back button in the upper-left corner is disabled for a moment so that you cannot accidentally interrupt the upload.

When the upload is complete, you will receive a notification at your email address. After a successful upload, an automatic confirmation message will be sent to you, and then Tekla Structures support will start solving your case.

Note:

If Tekla Structures crashes so you cannot access the Support tool, you can still create a crash dump file to be sent to your local support by following the instructions in How to get Tekla Structures crash dump file. To create a dump file manually, follow the instructions in How to get Tekla Structures hang dump file.

For a list of offices and resellers together with their contact information, see Offices and resellers.