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Fix Word and PDF Uploads Stuck in Microsoft Sway

Chanuka Geekiyanage Sep 29, 2026 869 views

Question details

Users are unable to upload Word or PDF files to Microsoft Sway, as the creation process hangs indefinitely without completing.

How to Fix Word and PDF Uploads Stuck in Microsoft Sway

Product: Microsoft Sway
Device & OS: not provided
Scenario: Attempting to create a new Sway presentation by uploading an existing Word document or PDF file, or using Word's Transform to Web Page feature.
Observed behavior: The upload process remains permanently stuck on the message 'Just a moment, we are creating a Sway.' Standard troubleshooting like clearing browser data, changing browsers, and waiting overnight does not resolve the issue.

Before you start

Verify that your internet connection is stable and ensure your Word or PDF file is not corrupted by opening it locally on your computer before attempting the upload.

Solution 1Recommended

Check Microsoft 365 Service Health for Outages

Determine if the issue is caused by a widespread Microsoft 365 service incident affecting Sway.

When uploads fail across multiple browsers and previously working files suddenly get stuck, the root cause is often a service outage on Microsoft's servers. IT administrators can check the live service status.

Log in to the Admin Center

Have your IT administrator sign in to the Microsoft 365 Admin Center using their admin credentials.

Navigate to Service Health

On the left navigation pane, click on 'Health' and then select 'Service health'.

Check for Sway Incidents

Look through the list of active advisories and incidents for any known issues related to Microsoft Sway or file upload services. If an incident is listed, you must wait for Microsoft to deploy a fix.

Check Microsoft 365 Service Health for Outages

System-Wide Issue Indicator: If multiple users in your organization are experiencing the exact same upload freeze, it is highly likely a server-side problem rather than a local device issue.

Solution 2

Isolate the Issue with Basic Testing

Rule out local browser glitches or specific file compatibility issues before contacting support.

Solution 3

Submit a Microsoft Support Request

Escalate the issue to Microsoft Support if the problem persists and no service incidents are reported.

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Frequently Asked Questions

Why is Microsoft Sway stuck on 'Just a moment, we are creating a Sway'?

This freeze is typically caused by a temporary Microsoft 365 server outage. It can also occur if the uploaded Word or PDF file contains highly complex formatting, unsupported embedded objects, or is excessively large.

Does Word's 'Transform to Web Page' feature bypass the Sway upload issue?

Usually, no. The 'Transform' feature in Word for the Web relies on the same underlying Microsoft Sway creation engine. If direct uploads are experiencing a service outage, the Transform feature will likely fail as well.

Is there a file size limit when uploading Word or PDF files to Microsoft Sway?

Yes. While limits can vary based on your Microsoft 365 subscription tier, document uploads (like Word and PDF) typically should not exceed 20 MB. Check your file size to ensure it falls within the acceptable limits.

Will I lose my file if the Sway upload gets stuck?

No. The upload process creates a copy of your file to generate the Sway presentation. Your original Word document or PDF file remains safely stored on your local drive, OneDrive, or SharePoint.

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