Sway will not open

Question

I am unable to access any of my previous SWAY newsletters I created and unable to duplicate any.

I duplicate for the next months edition and edit, but all I get is the message ' Your Sway failed to open, would you like to try again'.

I have rebooted, cleared cookies etc and still no joy.

I am able to start a new one from scratch though?

Answer 1

My co-editor is also unable to open any of them

I have tried on Google and Firefox browser as well, it just has Microsoft Sway on middle of the screen and rolling dots underneath, nothing else happens.

I don't have any other browsers to use other than Google, Edge and Firefox

Answer 2

Dear respected,

Thanks for sharing back!

As the issue is also happening on your colleagues, it is possible that there have some service incident from your tenant Sway connection. In this situation, please contact the admin of your tenant and let him/her check in Admin Center.

How to check Microsoft 365 service health - Microsoft 365 Enterprise | Microsoft Learn

If there shows nothing, we sincerely recommend that you contact the Microsoft 365 admin of your organization and let them follow the steps **** in this article and open/create a support ticket for you to contact online support. The support team there has more permission than us, they can help you remotely and collect logs to find out what exactly happened on your side. They may also involve more resources to investigate the issue from the backend. This would be the most efficient way to handle this case for you.

Please accept my Apologies for redirecting you to the related team support as the moderators in this community have limited resources to check the backend information, and to get the fast and better assistance we requested for it.

Best Regards,

Mia

Answer 3

Dear respected Julie,

Good day! Thanks for posting in our community.

We went through your post carefully and deployed some tests with Sway newsletters created before and newly. As we failed to upload to reproduce it on our machines, to offer you the correct guide to resolve this, could you please share us some more details as troubleshooting steps below?

1. Could you please check the behavior from various browsers and other PCs. Even a browser from mobile phone can via access sway.office.com to see if the newsletter can open correctly.
2. Since I noticed you post in For Business category, we would like to know if it is possible for you to confirm with other colleagues in your company and see if they will see a same behavior which may indicate the issue is from tenant side?
3. Please share us a complete screenshot of the error message page for further troubleshooting.

We appreciate your kind patience and understanding that sometime the initial reply may not resolve the concern immediately or there may have some misunderstanding about your scenario, but we would like to hear the updates from your side and let's figure out the further suggestions.

We'll be here for you to wait for your updates. I appreciate your time and effort on checking these above and thank you for your time and cooperation. I hope that you are keeping safe and well! 

Sincerely,

Mia | Microsoft Community Moderator