MS Sway insists on refreshing every few minutes

Question

MS Sway insists on refreshing every few minutes

Derek Bradshaw 10

Microsoft Windows [Version 10.0.26100.9448]

Edge Version 154.0.4258.62 (Official build) (64-bit)

I am continually getting:

"Uh oh... it looks like something went wrong. Don't worry, though – we've made a note of the error and will investigate it. Please refresh the page to continue using Sway."

Many times during a session. ½ hour so far, and I have seen it at least 10 times.

All Applications Closed - Cookies and Cache Cleared - Edge closed - Machine rebooted. Signed back into MS account and still getting the error.

Tested with a different browser - similar actions, slightly different message

"We're sorry. Something is Broken. Don't worry, though - we've made a note of the error and will investigate it."

Having been tempted to try on a different OS, two browsers on two different OS's talking to the same server and getting the same responses would suggest an issue with MS.

Will there be a fix forthcoming from Microsoft.

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3 answers

Your answer

Answer 1

Derek Bradshaw 10

@Kristen Tran @Rukshan edirisinghe

Thank you both for your input.

Kristen, for confirming what I already had suspicions of, and for the links.

Rukshan, for giving me one or two more ideas to pursue.

VPN disconnected; issue persists
Change of network, issue persists
More than one Sway, issue persists

The more I look into this, the more convinced I become that it is definitely a service issue and NOT local.

I have raised a ticket with my local Service Desk/MS Admin. I will let you know if we get anything back.

Kristen Tran 2,285 Reputation points Independent Advisor

2026-10-07T15:59:37.9333333+00:00

Hi Derek,

Thank you for the update.

It's great to hear that you've already raised a support ticket with your local Service Desk or your administrator. Hopefully, they'll be able to gather additional information from the service side and help identify the root cause. Please feel free to keep me posted on any updates they share.

If you found the information in my response helpful, I would greatly appreciate it if you could consider accepting my answer by clicking Yes. Doing so helps other community members facing similar issues more easily find relevant troubleshooting guidance and potential solutions.

Thank you again for taking the time to share your findings. I look forward to hearing any updates and wish you the best with the ongoing investigation.

Kind regards.
clifford beaman 0 Reputation points

2026-10-08T13:12:53.3433333+00:00

Has any users experienced a change in service for better or worse? Today it takes a little longer for it to crash, around 3 minutes compared with 30 seconds to a minute in previous days. Sway is a unique program and I love its agility, please fix this MS!!
Kristen Tran 2,285 Reputation points Independent Advisor

2026-10-09T08:10:31.3033333+00:00

Hi clifford,

Thank you for the update and for sharing your experience.

It's good to hear that Sway now remains stable for a little longer before refreshing unexpectedly. This may indicate some improvement, although the issue does not appear to be fully resolved yet.

If the problem continues to occur, I recommend contacting your organization's IT administrator and asking them to raise a support ticket with Microsoft. They can collect the necessary diagnostic information and engage the appropriate support team for further investigation.

Please continue to monitor the behavior, and feel free to share any additional findings, as they may help identify patterns related to the issue.

Thank you for your patience and understanding.

Answer 2

Hi Derek,

Thank you for providing the detailed troubleshooting information.

Based on your description, the issue occurs consistently across multiple browsers and even different operating systems. Since you've already cleared the browser cache and cookies, restarted the device, and tested with another browser, this appears more likely to be a service-side issue affecting Sway rather than a problem with your local browser or device.

Additionally, there have been reports from other users experiencing similar Sway errors and unexpected page refreshes. While this may indicate a broader service issue, I cannot confirm whether there is an official incident or provide an estimated resolution time unless it is communicated through Microsoft's service health channels.

For reference, you may review the following service monitoring sites:

This link is shared by community members for your convenience. It points to a third-party site that is not managed or verified by Microsoft. I can’t guarantee the quality, safety, or suitability of any content or software found there. Please review carefully and make sure you understand any potential risks before using it.

If you have administrator access to your tenant, I recommend signing in to the Microsoft 365 Admin Center and opening a support request by selecting Help & Support in the upper-right corner of the page. This will allow Microsoft Support to investigate the issue further using backend diagnostics and service logs. If you do not have administrator permissions, please contact your organization's IT administrator and ask them to open the support ticket on your behalf.

They can follow steps from this link: Get support - Microsoft 365 admin | Microsoft Learn

In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support

User's image

In the meantime, I recommend avoiding significant edits in Sway, where possible, as the repeated page refreshes may cause recent changes not to be saved successfully.

I hope this information helps. If you have any questions or concerns, please let me know, and I'll be happy to assist further.

Kind regards.

Answer 3

Rukshan edirisinghe 1,400

Hi @Derek Bradshaw

Sorry you're dealing with this. Having to refresh every few minutes is a real pain. You've already done the usual browser fixes, and seeing the same error in two browsers does point away from your PC. There's no confirmed cause I can point to yet, so here's how to narrow it down and get it in front of Microsoft:

Open Sway in an InPrivate window while on a different network, like a phone hotspot. If the error stops, something on your usual network (a proxy, VPN or firewall) is probably dropping the connection.
If it still happens, ask your Microsoft 365 admin to check Health > Service health in the admin center for any Sway incident.
If nothing is listed there, your admin can open a ticket from Support > New service request. Include the times you saw the error so Microsoft can match them to their logs.

Does it happen in every Sway you open, or only in one particular Sway?

If this sorts it out, please consider accepting it as the answer. If the issue persists, let me know and I'll be happy to keep helping.

Reference:

Wehrle, Holly 0 Reputation points

2026-10-07T16:13:39.4566667+00:00

I am having the same issues and is causing a lot of time redoing things i have also done all the trouble shooting with no relief
Kristen Tran 2,285 Reputation points Independent Advisor

2026-10-07T16:51:06.2866667+00:00

Hi Wehrle,

Thank you for reaching out and sharing your experience. I'm truly sorry to hear that you are facing the same issue, especially since it has caused you to spend so much time redoing your work.

Given that the standard troubleshooting has not resolved the problem, I recommend raising a support ticket with Microsoft as the next step. By doing so, Microsoft Support will be able to investigate the issue more thoroughly using backend diagnostics and service logs. In addition, they can review the affected mailbox and any related service settings in greater detail.

If you have administrator permissions, you can submit the request through Microsoft 365 Admin Center > Help & Support. However, if you do not have these permissions, please contact your organization's IT administrator and kindly ask them to open the support ticket on your behalf. They can follow the steps from this link: Get support - Microsoft 365 admin | Microsoft Learn

I hope this helps move the investigation in the right direction. In the meantime, if you have any questions or would like to share any updates, please don't hesitate to let me know. I will be happy to assist you further.