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Fix Microsoft Sway Not Opening or Stuck on Loading Screen

Camila Milosovich Oct 10, 2026 871 views

Question details

Users are unable to access Microsoft Sway; the application either displays a service error or remains stuck on an endless spinning loading screen.

How to Fix Microsoft Sway Not Opening or Stuck on Loading Screen

Product: Microsoft Sway
Device & OS: not provided
Scenario: Attempting to open, edit, or publish urgent newsletters and presentations online.
Observed behavior: The Sway service fails to load entirely, gets stuck on a spinning wheel, or displays an error message stating 'We are sorry. Something is broken.'

Before you start

Before clearing your browser data or altering your system settings, check the Microsoft 365 Service Health dashboard to confirm if there is a widespread server outage affecting Sway.

Solution 1Recommended

Clear Browser Cache and Use InPrivate Mode

Use this solution if the service is up and running but corrupted local browser data or conflicting extensions are preventing Sway from loading properly.

Often, outdated cookies or cached site data can cause Sway to get stuck in a loading loop. Opening the site in a private window bypasses most cached data and disables extensions temporarily, helping you identify the root cause.

Open an InPrivate or Incognito Window

Launch your web browser. Press Ctrl+Shift+N (Chrome/Edge) or Ctrl+Shift+P (Firefox) to open a private browsing window.

Attempt to Load Sway

Navigate to sway.office.com and log in with your Microsoft credentials. If Sway opens successfully, the issue is with your browser's standard profile.

Clear Cache and Cookies

Return to your normal browser window. Go to your browser Settings, navigate to Privacy and Security, and select 'Clear browsing data'. Ensure 'Cookies' and 'Cached images and files' are checked, then clear the data.

Disable Extensions

If clearing the cache does not work, temporarily disable your browser extensions (especially ad-blockers or privacy shields) and reload the Sway page.

Clear Browser Cache and Use InPrivate Mode

Browser Compatibility: If Sway still refuses to load after clearing your cache, try accessing it from a completely different supported browser, such as Microsoft Edge or Google Chrome.

Solution 2

Verify Microsoft 365 Service Status

Check for active service incidents if Sway displays an explicit 'Something is broken' error or if the issue persists across multiple browsers and devices.

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Frequently Asked Questions

Why does Microsoft Sway say 'Something is broken'?

This specific error message usually indicates a server-side issue or outage on Microsoft's end. It means the servers hosting Sway are temporarily unable to process your request.

Can I access or edit my Microsoft Sway offline?

No, Microsoft Sway is a cloud-based application that requires an active internet connection and operational Microsoft servers to open, edit, or view presentations.

How long do Sway service outages typically last?

Service outages can last anywhere from a few minutes to several hours depending on the severity of the issue. You can monitor the Microsoft 365 Service Health page for estimated resolution times.

Will I lose my Sway progress if it gets stuck on the loading screen?

Sway auto-saves your progress in the cloud. However, if the outage occurred right as you were making edits, the most recent changes might not have been synchronized to the server.

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