2018 Table of Contents

New Support tool

Last updated March 16, 2018 by Tekla User Assistance tekla.documentation@trimble.com

Software version: 

New Support tool

New Support tool

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 folderfolder that is used for storing files associated with a model

    Tekla Structures stores all files associated with a model in a folder it creates with the same name as the model database (.db1).

    In multi-user mode all users access the same 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 attributeobject property created by the user in order to widen the range of predefined object properties

    User-defined attributes are used when the predefined object properties are not sufficient but more properties are needed. For example, comment, locked, and erection status are user-defined attributes.


  • Automatically fills in user, applicationpart of Tekla Structures functionality that is developed in order to extend the capability of Tekla Structures but that is not included in the Tekla Structures installation

    and Tekla Structures version information. Support tool reads your name, email address, company name and support email address from your Trimble Identityuser account to sign in to both Trimble and Tekla products and online services

    For a Tekla Structures user, Trimble Identity is a single sign-on account which enables the user’s online identity management. Trimble Identity is needed, for example, for Tekla Warehouse, Tekla User Assistance, and Tekla Campus.


  • 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).

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