Sway refresh loop

Anonymous
2024-09-05T07:30:01+00:00

I am using SWAY via Google Chrome and Edge for a school newsletter and both are continuing to display a refresh page message. Can anyone help explain why this is or more importantly how to fix it?

Microsoft 365 and Office | Sway | For education

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  1. Anonymous
    2024-09-05T09:06:26+00:00

    Dear S GRAY1,

    Thank you for reaching out to us regarding the issue you are experiencing with Sway in both Google Chrome and Edge browsers. We are committed to resolving this as swiftly as possible for you.

    To better understand and diagnose the problem, could you please provide us with the following additional details?

    1. Screenshots: Could you attach screenshots of the refresh page message you are encountering? This will help us to identify the exact issue you are facing.
    2. File Specificity: Does this issue occur with a specific Sway file, or does it happen with all files you attempt to work on? This will help us to determine if the problem is file-specific or more general.
    3. New File Test: As a troubleshooting step, could you try creating a new Sway file without inserting any content and see if the refresh loop persists? This will help us to assess whether the issue is related to the content you are inserting or the Sway platform itself.

    Your prompt response with these details will greatly assist us in identifying the root cause of the problem and providing you with an effective solution.

    Should you have any further questions or require assistance while gathering this information, please do not hesitate to reach out. We are here to help.

    Thank you for your cooperation and understanding.

    Best regards,

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  2. Anonymous
    2024-09-05T09:25:53+00:00

    It just happened again

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  3. Anonymous
    2024-09-06T14:35:49+00:00

    Dear S GRAY1,

    Recently we received similar issue reports from different users. And we determined it appears to be related to backend services, which are beyond the scope of immediate troubleshooting we can provide.

    To ensure that your problem is addressed effectively and efficiently, we recommend opening a support ticket with the Microsoft Support Team. They have the necessary resources and expertise to collect detailed logs, such as HAR (HTTP Archive) logs, which are crucial for further investigation into the issue.

    Please follow these steps to open a ticket with Microsoft Support:

    1. Visit the Microsoft admin center website.
    2. Sign in with your Microsoft 365 tenant admin account.
    3. Select Support > Help and support
    4. Describe the issue you are facing, including the error message and the Correlation ID.
    5. Select Contact support to submit your ticket.

    We apologize for redirecting you to another support channel. This decision is made with the best interest of resolving your issue as quickly as possible in mind. The Microsoft Support Team is well-equipped to handle these backend-related concerns and will be able to provide you with the specialized assistance you need.

    We are committed to ensuring you have a smooth experience with Sway, and we appreciate your patience and understanding as we work through this challenge.

    If there is anything else we can assist you with in the meantime, please do not hesitate to reach out.

    Best regards,

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