Error message and constantly refreshing on Sway

Hi Susan,  

Thank you for your update. 

Since you've completed all the appropriate end-user troubleshooting steps, I have looked into this further and found that other users have shared similar experiences, so you aren't alone. You can review these external status pages for additional information: 

Is Microsoft Sway Down? Check current status and user reports | IsDown 

Sway Status. Check if Sway is down or having an outage. | StatusGator 

Note: These links are shared by community members for your convenience. They point to third-party websites that are not managed or verified by Microsoft. Please review the information provided on those sites and evaluate its relevance to your situation. 

At this time, I’ve reviewed the advisories and incidents listed in the Microsoft 365 admin center and didn't find any related notifications. However, this doesn't necessarily mean the issue doesn't exist, as it may currently affect only a small number of users and hasn't yet been widely reported to Microsoft. 

As the next best step, I strongly recommend contacting your school's IT administrator to submit a support ticket through the Microsoft 365 admin center > Support > Help & Support for further investigation. 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  

Turn off the "Support Assistant" feature.      

Use the keyword "Support" to quickly bypass automated suggestions > Select Contact Support.  

In the ticket description, please clearly describe the issue, including any error messages and the steps you’ve already tried. They can also attach screenshots or screen recordings.    

Additionally, sharing their preferred contact times may help the support team handle the case more efficiently.       

A Microsoft technical support engineer can conduct a remote session to review the issue in detail, validate backend configurations, and run any required synchronization or diagnostic tools. If necessary, the case can be escalated to a specialized team for more in‑depth analysis and resolution.  

I would like to clarify that my role is limited to sharing public documentation, testing observations and general troubleshooting guidance. I don't have access to internal diagnostic tools, engineering backlogs, or build level investigations. Because of that, I am not able to confirm whether this behavior is linked to a known product issue or bug.    

Also, as many members of the community may not yet be aware of this behavior. Sharing or highlighting this response can help bring greater visibility to the issue, making it easier for others who are experiencing similar challenges to find relevant information and support.     

Good day Susan, 

I understand that Sway keeps showing the "Uh oh, it looks like something went wrong" message and repeatedly refreshes the page. 

Before troubleshooting, please make sure your operating system and web browser are fully updated. 

Option 1: Sign out and clear browser data 

Note: The steps below are for Microsoft Edge, but other browsers may have a similar interface. If you are using a different browser and cannot find the settings, please let me know. 

Save your work in Sway, if possible. 

Sign out of Sway and all Microsoft 365 accounts in the browser. 

Open your browser > Open your browser settings > Select Privacy, search and services > Clear all browsing data > Set the time range to All time.   

Ensure cookies, cache and saved sessions are selected > Select Clear now   

Sign out of all accounts in the browser afterward.   

Close all browser windows and reopen the browser. 

Go to https://sway.cloud.microsoft and sign in again. 

Open the affected Sway and check whether the issue continues. 

You can also test Sway in an InPrivate window in Edge or an Incognito window in Chrome. If Sway works normally there, please disable any browser extensions and test again. 

Option 2: Try a different browser 

If you're using a different browser, you may consider downloading Microsoft Edge and testing the issue there. 

Go to https://sway.cloud.microsoft and sign in. 

Open the same Sway and check whether the issue occurs again. 

If you have any questions, please don’t hesitate to reach out at any time. Thank you for your patience and understanding. 

If you have any extra questions about this answer, please click "Comment".