Repair Tekla Model Sharing issues

Tekla Structures
2021
Tekla Structures

Repair Tekla Model Sharing issues

Restore shared models

If a shared model has problems that may cause loss of working time, a company administrator can delete the model versions that have problems using Management Console for Tekla Model Sharing. It is also possible that a user of a shared model restores a previous version of the model in Tekla Structures, and that model is used in Tekla Model Sharing.

Management Console for Tekla Model Sharing provides a web-based access for administrators to manage all shared models of an organization. An administrator can lock a model and name one user as the lock owner who can investigate the model in Tekla Structures. Once the lock owner finds the problem, the administrator can delete the model versions that are causing the problem, and then unlock the model so that it can be used normally again.

While the model is locked, the sharing commands in Tekla Structures are available as follows:

  • The Read in and Write out icons have yellow arrows . Only the lock owner can use these commands.
  • On the File menu, the Read in, Write out, Create baseline and Users commands are available for the lock owner.
  • In the Shared models dialog box, the Edit model, Manage users, and Remove model from cloud commands , and joining a particular model are available for the lock owner.

For other users the sharing commands are not available.

If a user of the shared model has already read in or written out any of the model versions that the administrator has deleted, Tekla Structures shows the Write out and Read in icons with red arrows for this user. The sharing commands on the File menu are not available. The user needs to rejoin the model.

If a user is not using any of the deleted versions, the user does not need to rejoin.

Note that it is also possible to revert to an earlier version of the model without further investigating it. The administrator can lock the model in Management Console for Tekla Model Sharing, delete the versions that are not needed or that contain errors, and then unlock the model. After this, the users need to rejoin the valid version of the model.

Note that when model versions are deleted, the changes that have been made in those versions are lost from the model. The changes that should be included in the model need to be made again and read in.

Another option to take a previous version of the model into use is that a user of the shared model performs the following steps:

  1. Join the model again.
  2. Read in the packets until you have reached the preferred level in the model history.
  3. Exclude the model from sharing.
  4. Start sharing and invite other users again to the model.

    Ensure that all the users within the model start to use the restored version of the model.

Rejoin the model if the model is not saved after write out

If there are errors in writing out changes to the sharing service, you may need to rejoin the model. Tekla Structures will show you an error message if the errors in the write out could cause database inconsistencies and corrupt model data.

When you write out, Tekla Model Sharing does the following:

  1. Saves the model.
  2. Prepares the incremental packet. The data in the model folder is not changed yet.
  3. Uploads the incremental packet to the sharing service.
  4. Saves the model again if the incremental packet is uploaded successfully. Local model data is updated with the needed information.

Tekla Structures will not show you an error message if there are errors at any step before step 4. The sharing service has not received the model update yet. You can try to write out again as the model folder does not contain any data that would prevent the write out. If there are new updates available for the model, first read in the updates and then try to write out again.

If there are errors at step 4, Tekla Structures shows you an error message advising you to rejoin the model. After joining, you can check from the sharing history that your write out was uploaded to the sharing service.

Errors at step 4 mean that the model may not have been saved correctly, and model data may be corrupted or lost. The model has several different Tekla Structures databases each of them with their own baseline. If there are errors, the Tekla Structures model does not have all the needed information of what has been shared.

Start a new Tekla Model Sharing session after timeout

Tekla Model Sharing sessions time out if you do not read in or write out changes for 6 hours. This means that you are disconnected from the Tekla Model Sharing service and the on-premises server, so that your Tekla Model Sharing license can be released to other users.

In these cases, the Read in icon on the Quick Access Toolbar does not show the number of available packets. However, packets may still be available to read in.

To start a new Tekla Model Sharing session and re-connect to the Tekla Model Sharing service:

  • Click the Read in icon on the Quick Access Toolbar.

React to Tekla Model Sharing error messages

Table 1. Licensing, sign-in, and opening errors

Message

Description

Do this

Failed to open model.

This message appears when the selected model cannot be opened.

This can happen if a model is corrupted, or if another program is reserving files that are important for opening the model.

  1. Look for errors in the following log files:
    • In the \logs folder under the model folder:
      • modelsharing.log

      • error_<user>_<YYYYMMDD>_<HHMMSS>.log

      • sharingfacade.log

    • In the \TeklaStructuresModels folder:
      • TeklaStructures_<user>.log

    • In the \Users\<user>\AppData\Local\Tekla DataSharing folder:
      • ClientLog_cat.txt

      • ClientLog_dog.txt

  2. Proceed as the error messages require.

    For example, if another application is blocking a file, close that application.

  3. If you do not know how to proceed or the issues persist, contact Tekla Structures support.

Invalid database files have been detected: [invalid files]

When you open a shared model, certain database files are checked.

This message appears if there are issues in the database files that are checked. The invalid files are listed at the end of the error message.

  1. Look for errors in the following log files:
    • In the \logs folder under the model folder:
      • modelsharing.log

      • error_<user>_<YYYYMMDD>_<HHMMSS>.log

      • sharingfacade.log

    • In the \TeklaStructuresModels folder:
      • TeklaStructures_<user>.log

    • In the \Users\<user>\AppData\Local\Tekla DataSharing folder:
      • ClientLog_cat.txt

      • ClientLog_dog.txt

  2. Proceed as the error messages require.

    For example, if another application is blocking a file, close that application.

  3. If the model is currently open, diagnose and repair the model.

  4. If the problem persists, try to take a backup copy in use by replacing all .db files in the model folder with .db.bak files.

Login failed

Signing in to the Tekla Model Sharing sharing service has failed.

  1. Open Internet Explorer and clear the browser cookies.

  2. Optionally, sign out from all Tekla Online services and ensure the services do not automatically remember your sign-in information.

  3. Try signing in again.

  4. If the issues persist, contact Tekla Structures support.

Model does not exist.

The model that you are trying to open has been deleted from the Tekla Model Sharing Service.

Model requires environment: [Environment name]

The model has been shared with a particular environment, but you are trying to join the model using another environment.

We recommend that you use the original environment, if possible. Using another environment might cause problems when you are working with the model.

  1. According to your situation, do either of the following:

    • To join the model with another environment, click OK.

    • To use the original environment, click Cancel and switch to the original environment.

The command could not be completed, Tekla Structures must close. After restarting Tekla Structures run diagnose & repair command and try again.

Tekla Structures cannot perform the selected command right now because of errors and inconsistencies in model objects or the library database (xslib).

  1. Restart Tekla Structures.

  2. Open the shared model that you were working with when Tekla Structures was closed.

  3. On the File menu, click Diagnose & repair, and select an appropriate command.

    For more information, see Diagnose and repair the model.

  4. Try to perform the selected command again.

The command could not be completed, Tekla Structures must close. Try again after restarting Tekla Structures.

Tekla Structures cannot perform the selected command right now.

For example, this might happen because of a database issue or a canceled operation.

  1. Restart Tekla Structures.

  2. Open the shared model that you were working with when Tekla Structures was closed.

  3. Try to perform the selected command again.

  4. If the issues persist, contact Tekla Structures support.

You do not have permissions to remove model from service.

For safety reasons, only Tekla Model Sharing users with the Owner role can exclude models from the Tekla Model Sharing sharing service.

This message appears if you are trying to exclude a model from the Tekla Model Sharing sharing service, but your role (Editor, Viewer, or Project viewer) does not allow doing that.

  • Do either of the following:

    • Ask a user with the Owner role to change your role.

    • Ask a user with the Owner role to exclude the model from the Tekla Model Sharing sharing service.

Your Tekla Model Sharing license subscription expires in [X] days.

Your Tekla Model Sharing license subscription is about to expire.

  • Contact your organization's license administrator and ask them to renew your license subscription.

Table 2. File removal errors

Message

Description

Do this

Removing model from the service failed.

Tekla Structures cannot exclude the model from the Tekla Model Sharing sharing service.

  1. Try again.

  2. If the issues persist, contact Tekla Structures support.

Removing model from the computer failed.

You cannot delete the selected model from your computer.

  1. Ensure that the model still exists on your computer.

  2. Ensure that the model or any of its files are not open in Tekla Structures or in another application.

  3. Try again.

Removing model from the computer failed. Model is in use.

You cannot delete the selected model from your computer because the model is currently open.

  1. Close the model.

  2. Try deleting the model again.

The Tekla Cloud service cannot be removed from list of known services.

Users cannot delete the Tekla Cloud service.

Table 3. Role and permission errors

Message

Description

Do this

Your permission level has been modified. You no longer have permissions to manage users for this shared model. You may continue to use the model otherwise. Contact the model owner if you need permissions.

A Tekla Model Sharing user with the Owner role has changed your role in the shared model, so that you can no longer manage the users of the model in the Users dialog box.

  • Do either of the following:

    • Ask a user with the Owner role to change your role to Owner. Then, try again.

    • Ask a user with the Owner role to manage the users as necessary.

Table 4. Sharing and connection errors

Message

Description

Do this

Check the port number.

The port number is incorrect.

  1. Find out the correct port number.

  2. Type the correct port number, and try again.

Check the server name.

The server name is incorrect.

  1. Find out the correct server name.

  2. Type the correct server name, and try again.

Connecting to model sharing service failed as the email is already in use in another organization.

Please check the model sharing log, and contact Tekla Structures support if the problem persists.

You cannot connect to the Tekla Model Sharing service because the email address that you are using has been added to another organization.

A user can only be added to one organization at a time.

  • According to your needs, do one of the following:

    • Ask your organization's license administrator to move you back to the original organization and add you to the new organization as an external user.

      This way, you can work on existing models. Note that as an external user, you cannot start sharing new models.

    • Create a new email address in the new organization, and then, create a new Trimble Identity using the new account.

    • If you need full access to the models of both organizations, contact Tekla Structures support.

Connection to proxy server failed.

Tekla Model Sharing cannot connect to the proxy server.

  1. Ensure that you have access to the proxy server.

  2. Ensure that the proxy server is running.

Even when Tekla Model Sharing cannot connect to the proxy server, Tekla Model Sharing can retrieve information using the sharing service.

Different Tekla Structures versions cannot be used in the same model sharing project.

You can save the model and start sharing again to create a new project, or close the model without saving and continue with the original version [version number].

All users need to use the same Tekla Structures version when working on a shared model.

This message appears if you try to open a shared model with a different Tekla Structures version.

  • Do either of the following:

    • Save the model in the Tekla Structures version that you are using, and start sharing the newly saved model.

    • Close the model without saving it and open the model using the Tekla Structures version with which the model was originally shared.

Exclude from sharing failed

Tekla Structures cannot exclude the model from the Tekla Model Sharing sharing service.

  1. Look for errors in the following log files:
    • In the \logs folder under the model folder:
      • modelsharing.log

      • error_<user>_<YYYYMMDD>_<HHMMSS>.log

      • sharingfacade.log

    • In the \TeklaStructuresModels folder:
      • TeklaStructures_<user>.log

    • In the \Users\<user>\AppData\Local\Tekla DataSharing folder:
      • ClientLog_cat.txt

      • ClientLog_dog.txt

  2. Proceed as the error messages require.

    For example, if another application is blocking a file, close that application.

  3. If you do not know how to proceed or the issues persist, contact Tekla Structures support.

Failed to write out model changes. Reason: Failed to create the data. Path is too long. maximum length is 125. The shared model is located on a network drive whose path is too long.

Fatal database integrity error discovered during the operation. Use the Diagnose Model command to find problematic objects.

Some of the databases that the model uses have been corrupted. Tekla Structures needs to diagnose the model to find out how the model can be repaired.

  1. Go to File menu and select Diagnose & repair > Diagnose model.

    The errors and inconsistencies found in the model are listed in a report. Some of them are automatically corrected, some of them are warnings that you need to correct manually. For more information, see Diagnose and repair the model.

  2. If you do not know how to proceed or the issues persist, contact Tekla Structures support.

Not enough memory

A change management operation has failed because of insufficient system memory.

  1. To release memory, close some open applications.

  2. Try again.

Operation is not allowed for shared model.

This message appears when you are trying to fix ID gaps in a shared model. Fixing ID gaps is only used to repair models that are not shared and that have been saved in Tekla Structures 2016i or older.

Sharing operation failed

Tekla Model Sharing cannot find all necessary information.

  1. Ensure that you have not used characters that Tekla Model Sharing cannot recognize, such as semicolon (;).

  2. Look for errors in the following log files:
    • In the \logs folder under the model folder:
      • modelsharing.log

      • error_<user>_<YYYYMMDD>_<HHMMSS>.log

      • sharingfacade.log

    • In the \TeklaStructuresModels folder:
      • TeklaStructures_<user>.log

    • In the \Users\<user>\AppData\Local\Tekla DataSharing folder:
      • ClientLog_cat.txt

      • ClientLog_dog.txt

  3. Proceed as the error messages require.

    For example, if another application is blocking a file, close that application.

  4. If you do not know how to proceed or the issues persist, contact Tekla Structures support.

Sharing operation failed. Please check the Internet connection and Tekla Model Sharing Status in https://status.teklamodelsharing.com/.

Tekla Model Sharing cannot retrieve all necessary information.

  1. Check that your Internet connection works properly.

  2. Go to https://status.teklamodelsharing.com/ and check the Tekla Model Sharing Status.

Sharing operation failed. Please check the model sharing log, and contact Tekla Structures support if the problem persists.

Tekla Model Sharing cannot retrieve all necessary information.

  1. Open the \logs folder under the model folder.

  2. Look for error messages in the modelsharing.log file.

  3. Proceed as the error messages require.

  4. If you do not know how to proceed or the issues persist, contact Tekla Structures support.

Sharing operation failed. Service could not be reached - realm or server address could be wrong. Please check the model sharing log, and contact Tekla Structures support if the problem persists.

Tekla Model Sharing cannot retrieve all necessary information.

  1. Open the \logs folder under the model folder.

  2. Look for error messages in the modelsharing.log file.

  3. Proceed as the error messages require.

  4. If you do not know how to proceed or the issues persist, contact Tekla Structures support.

Invalid database files have been detected: [invalid files]

The versions of these databases do not match. To enable sharing operations in this model, backup files will be used.

Some of the databases used in the shared model have been deleted or replaced with irrelevant databases. Instead, Tekla Structures automatically uses the available backup files. You do not need to react to this message.

Invalid database files have been detected: [invalid files]

The versions of these databases do not match. To enable sharing operations in this model, databases are needed from a model that has the correct version (packet number).

Some of the databases used in the shared model have been deleted or replaced with irrelevant databases. Because of this, Tekla Structures cannot open the model.

  1. In the shared model, join the packet that is mentioned in the error message.

  2. Open File Explorer and copy the necessary database file to the newer version of the model.

  3. Try opening the model again.

This model has been shared in a previous version. Sharing operations cannot be used in this release. If you save the model in this version, it will be excluded from sharing.

/

This model has been shared in a previous version. If you save it now, it will be excluded from sharing.

The current model has been shared in an earlier Tekla Structures version, so you cannot share your changes or read in other users' changes with a newer Tekla Structures version.

Do either of the following:
  • Close the model without saving, and open it with the earlier Tekla Structures version with which it has been shared.

  • If you want to use the current version of Tekla Structures, save the model and start sharing the model again with the newer version.

    Note that all other Tekla Structures users in the project also need to use the newer version.

Table 5. Read-in and write out errors

Message

Description

Do this

Another user has reserved the next write out

This message appears if another user has already reserved the next write out.

You cannot reserve the next write out if another user has already reserved it.

  • Do any of the following:

    • Find out who the other user is and ask them to release the next write out.

    • Wait for the other user to write out their changes before you write out your changes.

    • Wait for an hour.

      If the other user does not write out their changes in that time, the next write out will be released.

    • Ask a user with administrator rights to unlock the model in Management Console for Tekla Model Sharing.

      When an administrator unlocks the model, the next write out is released.

Failed to populate the changes list

This message appears when change management fails to show the list of latest changes.

  1. Look for errors in the following log files:
    • In the \logs folder under the model folder:
      • modelsharing.log

      • error_<user>_<YYYYMMDD>_<HHMMSS>.log

      • sharingfacade.log

    • In the \TeklaStructuresModels folder:
      • TeklaStructures_<user>.log

    • In the \Users\<user>\AppData\Local\Tekla DataSharing folder:
      • ClientLog_cat.txt

      • ClientLog_dog.txt

  2. Contact Tekla Structures support.

Failed to release next write out.

This message appears if you cannot release the write out that you previously reserved.

This is usually an Internet connection issue.

  1. Check your Internet connection.

  2. Try again

    OR

    Wait one hour. The write out is automatically released after that time.

Failed to reserve next write out.

This message appears if you cannot reserve the next write out.

  1. Check your Internet connection.

  2. Try again

    OR

    Find out if another user has reserved the next write out. If yes, you can ask them to release the next write out.

No new shared data available.

You can only read in changes that other users have shared.

This message appears in the status bar at the bottom of Tekla Structures when you try to read in other users' changes, but no new changes have been shared.

Please provide comment for operation

A comment is required whenever you reserve the next write out in a shared model.

This message appears if you have attempted to reserve the next write out without typing a comment.

  1. Click OK to close the error message.

  2. Type a comment that describes why you want to reserve the next write out.

  3. Click Reserve.

The following characters are not allowed in Code or Comment field: < & >

This message appears if you try to use the characters "<", "&", or ">" when you type a revision code or comment at write-out.

Note that you can only type revision codes or comments if the Enable write out revision comment check box is selected in the Sharing settings dialog box.

  1. Remove the forbidden characters from the revision code or revision comment.

  2. Click Save to write out your changes.

The revision code exceeds maximum length ([X] out of [Y] characters used).

The revision code that you have typed is too long.

  • Type a shorter revision code.

The revision comment exceeds maximum length ([X] out of [Y] characters used.)

The revision comment that you have typed is too long.

  • Type a shorter revision comment.

Write Out is not allowed because the model is not up to date. Use Read In to update the model.

You cannot write out your changes before you have read in the changes that other users have made before you.

  1. On the File menu, click Sharing > Read in, or click on the Quick Access Toolbar.

  2. View the changes made by other users.

  3. To share your changes, on the File menu, click Sharing > Write out, or click on the Quick Access Toolbar.

Get support for sharing issues

You can contact Tekla Structures support to solve Tekla Model Sharing issues.

When you deliver your model to your local support for investigation, ensure that you include the following:

  • The model. Zip the model but do not save it anymore before delivering it.
  • Give Viewer permissions to your local support by inviting their email address to the model.

    If the issues persist, prepare to also invite the Tekla Structures global helpdesk (tms-support-no-reply@tekla.com) to the model.

    Remember to remove any support email addresses from the user list after the model has been investigated.

  • A detailed description of the problem.

    Include steps to reproduce the problem if possible.

  • Images and screenshots.
  • Which Tekla Structures version you are using.
  • Which environment and role you are using.
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