Microsoft Sway constantly refreshing

Question

Hi

I am having a great deal of difficulty with Sway for the last 3 days. My team in Australia uses sway to create online training for our organisation and we all love it, love working with it and usually do not have any issues at all, however over the last 3 days it is constantly refreshing to the point where you cannot even type a word in a text card without a message from sway refresh every letter. When it opens you have to find where you were again and by the time you've done that it refreshes again so starting the process allover again frustrating but it gets worse.

Frequently on the refresh it bounces you back to the landing page and you'll receive a message saying your sway no longer exists, and none of your created sway library is there. After closing the browser and restarting the sways appear then the cycle starts again - I have been not able to get any work done and my end users or learners are reporting the same issue when trying to read the sway (constant refreshes)

we have tried multiple browsers and the app with the same results

I have been onto user groups and see that a number of users are posting re this issue so I know its not a local bug- is anyone addressing this issue? if they are could we please be notified with a resolution timeframe

Re: Sway keeps refreshing every minute

Answer 1

Hi Tracey,

Thank you for querying in this forum.

From your description, it seems that your Sway kept refreshing during three days, and you have also tried different browsers and same problem still persists.

If my understanding is right, for the situation you encountered, we do understand the inconvenience caused and apologize for it. And on the one hand, we have also tested it on our side, we cannot reproduce the same situation as yours. We have also tested it with different tenant accounts and we still cannot reproduce the same situation as yours.

On the other hand, we noticed that several users reported that they have the same issue in this community. We also find multiple threads mentioning the same issue. We have set a primary thread for this topic, and we will keep monitoring this and post back any updates there. 

In the meantime, to help all community members reading the updates and communicate more conveniently, we will lock the sub-thread here with a summary of the issue here:

Issue Symptom:

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When editing in a Sway, the page will keep refreshing automatically.

Issue Environment:

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Microsoft Sway in different browsers

Suggestions:

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Since we cannot reproduce the same situation as yours, and you encountered the issue with different browsers, we're afraid the possible reason of this issue is related to the back-end(likely caused by the server-side) or issue with your organization tenant level.

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.

At the same time, we have also set a primary thread for such issue, you can also monitor this thread, and if we have any updates, we will post back in that thread as soon as possible, and if you have any questions, you can also post there.

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

Best Regards,

Sukie