Tekla Structures 2018 introduces the new Support tool, which 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 old Support tool was removed from Tekla Structures versions 2016 SP7, 2016i SP4, 2017 and newer because it had several problems and it did not work reliably enough.

The new Support tool:

• Automatically identifies the open model and includes all/selected files from the model folder as attachments to your request. Some logs and files in other folders are also attached, such as the user feedback log, Tekla Structures logs and user-defined attribute files.

• Automatically fills in user, application and Tekla Structures version information. Support tool reads your name, email address, company name and support email address from your Trimble Identity profile.

• Automatically gathers application and system information.

• Uploads the problem description, attached model, attached files, and all other gathered information and sends it all to Tekla Structures support.

To use the tool:

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

  If you are having problems in opening Tekla Structures , you can use the Start menu/ Start screen to start the Support tool. The command to use is Support tool.

  

• Fill in the needed information and attach the needed files, and click Next to proceed. When you are ready, click Create case to create the support request.

  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.

For more information about the Support tool, see Contact Tekla Structures support (Support tool).