Contact Tekla Structures support (Support tool)

Tekla Structures
2020
Tekla Structures

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 all files or selected files according to your selection 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 gathers application and system information.

  • If a crash is encountered, attaches automatically to the Support tool the crash dumps, session log files and Windows logs of type Error from last 72 hours. 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 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

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

    The Support tool opens and 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.

    You can switch to another account by clicking Switch user.

  3. Select a category from the list of predefined categories, or select Other and enter the category.
  4. Enter the problem description.
  5. Click Next.
  6. 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 check box, 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 the Add extra files button and browse for the files.

  7. 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.

  8. 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.

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

Was this helpful?
Föregående
Nästa