Please help.... Sway does not open anymore from word document keeps running...

Since this forum is a public platform, I have modified your question to hide your personal privacy. For future posts, kindly avoid sharing personal or organizational information to protect your data.

Hello @Carmen Dominguez,

I tested this feature in my own environment, including clearing the cache and using a private browsing session, and I experienced the same behavior you described; the file keeps loading. 

Although there is no error message, based on the message shown in Word during my initial test, I believe this issue is likely related to a back-end problem with Sway, as it occurs not only on your side but also on mine. 

Since Sway web does not provide a direct way to submit a report, please report the issue through Word as I mentioned in my previous instructions (Help => Feedback).

Additionally, I recommend submitting feedback directly to Sway via the Feedback Hub: Sway · Community

Once again, I sincerely apologize as I understand this issue may impact your learning or workflow. However, I hope you understand that as a forum moderator, I do not have access to the product team’s back-end systems.  

If you submit feedback, you can share the feedback link here so that I and others can help vote it up to increase visibility. I truly hope this issue will be resolved soon. 

Looking forward to hearing from you! 

when you are trying to make a sway from a word document it just keeps running... no error is shown... just fails to make a sway from word doc and pdf

[Moderator note: personal info removed] 

Hello @Carmen Dominguez, 

Thank you for reaching out to the Q&A forum! 

I tested this issue in my own Microsoft 365 environment, and I’m not sure if you are seeing the same behavior, but are you getting the error shown below: 

If this is also what you are seeing, then I can confirm that I’m experiencing the exact same behavior on my side as well, based on the message:  

Since I’m also experiencing the same issue on my side, the failure to load the preview might suggest that the Sway backend service is currently having a problem.  

I also checked the Microsoft 365 Service Health Dashboard, and at the moment there is no active incident reported for Sway or the Word. However, the service health dashboard does not always reflect issues immediately, especially when the impact is partial or still under investigation. 

So, I highly recommend you reporting this directly through Word => Help => Feedback. 

Additionally, I noticed that your post is tagged under the Education category. If your account is provided by your school (.edu), you may also consider contacting your IT admin and asking them to report this issue through the Microsoft 365 Admin Center.  

When multiple tenants report the same problem, it helps the development team investigate. If it’s confirmed as an incident, it will be published in the Service Health dashboard.      

Find Your Microsoft 365 Admin: If you’re unsure who the Global Admin is within your school, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support     

I truly hope this issue will be resolved soon, and if I receive any updates or if it appears as an incident on the Service Health dashboard, I will share them here.

Note: if your issue is different from the one, I described above, please share a detailed screenshot so I can better understand your scenario.

Looking forward to hearing from you!

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