Troubleshooting guide for incorrect settings in Tekla Structures

Introduction

Use this guide when you need help resolving incorrect settings in Tekla Structures. The steps below explain what information to collect, how to package the model folder with Pack & Go, and how to submit everything to support so the issue can be investigated efficiently.

Issue description

Incorrect settings in Tekla Structures can affect how a model behaves, how views display, or how tools and components work. To identify the cause, support needs clear details about where the problem appears, what was changed, and how it can be reproduced.

Information to gather

Before contacting support, collect as much detail as possible about the issue. This helps shorten investigation time and reduces the need for follow-up questions.

• Model folder location: provide the full path to the model folder that is affected.

  Exact location of the problem: describe where in Tekla Structures the incorrect setting appears, such as a specific dialog box, component, view, drawing, or environment setting.

  Steps to reproduce: list the exact steps that lead to the issue, in order.

  Screenshots or video: include visual evidence that shows the issue and the expected result, if possible.

How to send the model folder with Pack & Go

Use Pack & Go to collect the model folder and related files before sending them to support. This helps ensure support receives the same data set you are using.

1. Open the affected model in Tekla Structures.

2. Start the Pack & Go tool from the appropriate menu in Tekla Structures.

3. Select the model folder and any required related files.

4. Create the Pack & Go package and save it to a location you can share.

5. Verify that the package opens correctly before sending it to support.

How to submit the details for support

When you are ready, submit the issue details together with the Pack & Go package through your usual support channel.

1. Open a support request with Construsoft.

2. Include the model folder location, exact problem location, reproduction steps, and any screenshots or video.

3. Attach the Pack & Go package or provide a secure download link if the file is too large to upload.

4. Add any additional context that may help support understand the environment, version, or recent changes.

Summary

To resolve incorrect settings in Tekla Structures, gather clear reproduction details, package the affected model with Pack & Go, and send all relevant information to support. Complete information helps the support team diagnose the issue faster and provide the right solution.

Next steps

If the issue continues after you submit the request, respond to the support case with any new findings, additional screenshots, or updated reproduction steps.

Additional information

If you do not know where to find Pack & Go in your version of Tekla Structures, or if you are unsure which files to include, contact support and ask for guidance.