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Fix Microsoft Sway Cannot Create a New Presentation Internet Error

Maira Mehtab Sep 22, 2026 869 views

Question details

Users are unable to create new presentations in Microsoft Sway due to a recurring error message prompting them to check their internet connection.

Product: Microsoft Sway
Device & OS: not provided
Scenario: Attempting to create a new Sway presentation when connected to the internet.
Observed behavior: The application displays the error message 'We are having trouble creating your Sway. Please check your Internet connection and try again,' often caused by backend service unavailability or account sync issues.

Before you start

Verify that your local internet connection is active and stable by opening a standard webpage in a new browser tab before assuming the issue lies with Microsoft Sway.

Solution 1Recommended

Verify Network Connection and Browser Settings

Rule out local browser glitches, cached data conflicts, or network restrictions that might prevent Sway from communicating with Microsoft's servers.

Sometimes local browser cache or conflicting extensions can trigger false network errors on web-based applications like Sway.

Test an alternative network

Disconnect from your current Wi-Fi and connect to a different network or mobile hotspot to see if the error persists.

Use Private Browsing

Open a new Incognito or Private window in your web browser, navigate to Sway, and sign in to your Microsoft account to bypass cached data and extensions.

Try a different browser

If you are using Edge, try opening Sway in Chrome or Firefox (or vice versa) to isolate browser-specific compatibility issues.

Browser Extensions: Ad-blockers and strict privacy extensions can sometimes block necessary scripts required for Sway to create a new file. Try disabling them temporarily.

Solution 2

Check Microsoft 365 Service Status

Confirm whether the issue is a widespread backend service outage affecting multiple Sway users.

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Frequently Asked Questions

Why does Sway say to check my internet when my connection is working?

Sway often displays this generic internet connection error when its backend servers fail to process your request to create a new file, even if your local network is functioning perfectly. It usually indicates a temporary Microsoft service outage.

Can I use Microsoft Sway without an internet connection?

No, Microsoft Sway is an entirely cloud-based application. You must have a stable internet connection to create, edit, and view Sway presentations.

How can I report a persistent backend error in Sway?

You can report backend errors by submitting feedback directly through the Sway feedback forum or by contacting your Microsoft 365 administrator. Standard community support agents do not have access to repair server-side account synchronization problems.

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