Issues with sway...

Question

Two things I'm currently having problems with when using sway within my organisation:

1: trying to duplicate a Sway this morning and an error message comes up stating ‘There was an error with creating a copy of this Sway’… there's no help icon or support as to why this might be the case. any ideas?

2: when I try to export a swipe into Microsoft Word, it processes and then doesn't export / create any Word document… as a work around I found that if I do the same process through an Incognito / private tab it appears to work then. any ideas?

Answer 1

Hi Duncan,

The issue you encountered is related to the service incident which is now resolved. Service Health Dashboard has indicated that issue SW521445 has been resolved as of: Tuesday, February 28, 2023, at 1:15 AM UTC. If you are still experiencing an issue, please let us know as this may indicate either a scoping issue or an independent problem. 

User impact: Users couldn't create new Sways or copy existing Sways.

More info: Users may have seen an error message indicating either: "We're having trouble creating your Sway. Please check your internet connection and try again." or "There was an error creating a copy of this Sway".

Additionally, users couldn't convert Microsoft Word documents to Sways.

Final status: We've successfully reverted the service to the last known working unaffected build and confirmed impact is remediated.

Scope of impact: Your organization was affected by this event, and some users couldn't create new Sways or copy existing Sways.

Start time: Wednesday, February 22, 2023, at 7:30 AM UTC

End time: Tuesday, February 28, 2023, at 1:15 AM UTC

Root cause: A recent update intended to provide general improvement to the Sway service introduced a potential authentication issue affecting Sway creation, resulting in impact.

Thanks, 

Neha | Microsoft Community Moderator

Answer 2

Thanks for your help with this Sukie,

Have forwarded your message on... Hopefully they can look into it further.

Answer 3

Dear Duncan,

Good day, thanks for querying in this forum.

From your description, it seems that you encountered an error message when duplicating the Sway template. At the same time, you also encountered the issue when exporting sway into Word, and it only works when using Inprivate window of browser.

If my understanding is right, we have also tested it on our side and we encountered the same error message when duplicating sway, as shown below:

 

At the same time, we have also tested it on our side, we can export the sway to Word without any problem.

Given this situation, we do understand the inconvenience caused and apologize for it. Recently, several users reported the same situation as yours, and we can also reproduce the same situation as yours, this issue may be related to server side and may need to be checked from background. The best way to troubleshoot the issue is to report the issue to the related Team. We’d suggest you contact your office 365 administrator to go to Office 365 Admin Center-> Support-> New Service Request, the support engineers there have the correct escalation channel and this is the most efficient way to report such issue. You can refer to this article to check the way how to raise a ticket. Ways to contact support for business products - Admin help. The engineers in related team have higher permission and resources than us, and they may help collect log remotely and check it from background directly.

If my understanding above is not consistent with yours, you can also post back and point that.

Your understanding and patience will be highly appreciated. I hope that you are keeping safe and well!

Thanks for your cooperation.

Sincerely，

Sukie | Microsoft Community Moderator