I cannot log in to my on-premise Shared WorkSpace?

Some customers that use a on-premise Shared WorkSpace have experienced an error after entering their log-in credentials.

After entering log-in details an error can occur where you are directed to a page contain a connection error, similar to the ones below:



Local SWS connection error - Chrome


Internet Explorer:

Local SWS connection error - IE11



This error is rare, but can occur when a particular sharing violation has occurred.

To resolve this error your system administrator will have to take the following steps:


1. Before you begin, it is best practice for the customer to take a back-up of their SWS before undertaking this procedure.


2. Verify that there is actually more than one entry in the [Customers] table.

One of the customers should have the [Id] 11111111-1111-1111-1111-111111111111, the other something like cf584da3-3603-4860-91b5-c9549934e66b and the Name: DemoCustomer

You can verify which entry is correct in the Customer’s table by going to the [Licenses] table and verifying that a single entry exists with the following values:

Id: 21111111-1111-1111-1111-111111111111

This entry will have the following values:

Customer_Id: 11111111-1111-1111-1111-111111111111

Application_Id: 10

3. If you are able to verify in the Customer table that a customer with an id different from 11111111-1111-1111-1111-111111111111 exists, and that in the Licences table there is only a single license that exists with the above values, then delete the customer which does not have Id: 11111111-1111-1111-1111-111111111111.

Do not, under any circumstances, delete the Customer with the Id: 11111111-1111-1111-1111-111111111111. 


4. After deleting the correct customer, everything should work as expected.


To ensure that you do not encounter this error in the future, please update to the newest Service Pack update for the locally hosted Shared WorkSpace.


This update is available here:


The Update Procedure Guide is available here:

SWS On-Premise Update Procedure