Sway videos not playing.. HELP!

%3CLINGO-SUB%20id%3D%22lingo-sub-2755172%22%20slang%3D%22en-US%22%3ESway%20videos%20not%20playing..%20HELP!%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-2755172%22%20slang%3D%22en-US%22%3E%3CP%3EHello%2C%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20have%20started%20having%20issues%20with%20Sway%20which%20started%20yesterday.%3C%2FP%3E%3CP%3EVideos%20are%20uploading%20fine%20as%20shown%3C%2FP%3E%3CP%3E%3CSPAN%20class%3D%22lia-inline-image-display-wrapper%20lia-image-align-inline%22%20image-alt%3D%22barryoc85_2-1631777330902.png%22%20style%3D%22width%3A%20400px%3B%22%3E%3CIMG%20src%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fimage%2Fserverpage%2Fimage-id%2F310753iB7209832BFBB0FE7%2Fimage-size%2Fmedium%3Fv%3Dv2%26amp%3Bpx%3D400%22%20role%3D%22button%22%20title%3D%22barryoc85_2-1631777330902.png%22%20alt%3D%22barryoc85_2-1631777330902.png%22%20%2F%3E%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EThen%20once%20they%20have%20uploaded%20and%20I%20press%20play%2C%20the%20screen%20goes%20white%20as%20shown%26nbsp%3B%3C%2FP%3E%3CP%3E%3CSPAN%20class%3D%22lia-inline-image-display-wrapper%20lia-image-align-inline%22%20image-alt%3D%22barryoc85_3-1631777363675.png%22%20style%3D%22width%3A%20400px%3B%22%3E%3CIMG%20src%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fimage%2Fserverpage%2Fimage-id%2F310754iFAFE2B082C8E9AEA%2Fimage-size%2Fmedium%3Fv%3Dv2%26amp%3Bpx%3D400%22%20role%3D%22button%22%20title%3D%22barryoc85_3-1631777363675.png%22%20alt%3D%22barryoc85_3-1631777363675.png%22%20%2F%3E%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3E%3CSPAN%20class%3D%22lia-inline-image-display-wrapper%20lia-image-align-inline%22%20image-alt%3D%22barryoc85_0-1631776985357.png%22%20style%3D%22width%3A%20400px%3B%22%3E%3CIMG%20src%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fimage%2Fserverpage%2Fimage-id%2F310751i54B1EDA8E24E0BE8%2Fimage-size%2Fmedium%3Fv%3Dv2%26amp%3Bpx%3D400%22%20role%3D%22button%22%20title%3D%22barryoc85_0-1631776985357.png%22%20alt%3D%22barryoc85_0-1631776985357.png%22%20%2F%3E%3C%2FSPAN%3E%3C%2FP%3E%3CP%3EI%20then%20get%20redirected%20to%20this%20page%20which%20shows%20an%20error.%3C%2FP%3E%3CP%3E%3CSPAN%20class%3D%22lia-inline-image-display-wrapper%20lia-image-align-inline%22%20image-alt%3D%22barryoc85_1-1631777057373.png%22%20style%3D%22width%3A%20400px%3B%22%3E%3CIMG%20src%3D%22https%3A%2F%2Ftechcommunity.microsoft.com%2Ft5%2Fimage%2Fserverpage%2Fimage-id%2F310752i86B09FFAF1CFCA2A%2Fimage-size%2Fmedium%3Fv%3Dv2%26amp%3Bpx%3D400%22%20role%3D%22button%22%20title%3D%22barryoc85_1-1631777057373.png%22%20alt%3D%22barryoc85_1-1631777057373.png%22%20%2F%3E%3C%2FSPAN%3E%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20have%20cleared%20cookies%20and%20cache.%20I%20have%20tried%20different%20sways.%20I%20have%20tried%20to%20upload%20from%20my%20desktop%2C%20one%20drive%2C%20google%20drive.%20Every%20video%20is%20the%20same.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20was%20also%20on%20a%20call%20with%20technical%20support%20yesterday%20and%20he%20also%20tried%20to%20upload%20videos%20on%20his%20side%20and%20he%20said%20he%20was%20having%20the%20same%20issue.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EIs%20anyone%20else%20having%20this%20issue%3F%3C%2FP%3E%3CP%3EI%20am%20using%20Sway%20for%20a%20current%20project%20and%20this%20is%20causing%20massive%20problems.%3C%2FP%3E%3CP%3E%26nbsp%3B%3C%2FP%3E%3CP%3EI%20hav%20ebeen%20using%20Sway%20for%20projects%20for%20a%20long%20time%20and%20have%20not%20experienced%20this%20before.%3C%2FP%3E%3CP%3EAny%20help%20would%20be%20hugely%20appreciated.%3C%2FP%3E%3CP%3EKind%20regards%2C%3C%2FP%3E%3CP%3EBarry%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-LABS%20id%3D%22lingo-labs-2755172%22%20slang%3D%22en-US%22%3E%3CLINGO-LABEL%3EBrowser%3C%2FLINGO-LABEL%3E%3CLINGO-LABEL%3EOffice%20365%3C%2FLINGO-LABEL%3E%3CLINGO-LABEL%3ESway%3C%2FLINGO-LABEL%3E%3C%2FLINGO-LABS%3E
New Contributor

Hello,

 

I have started having issues with Sway which started yesterday.

Videos are uploading fine as shown

barryoc85_2-1631777330902.png

 

Then once they have uploaded and I press play, the screen goes white as shown 

barryoc85_3-1631777363675.png

 

barryoc85_0-1631776985357.png

I then get redirected to this page which shows an error.

barryoc85_1-1631777057373.png

 

I have cleared cookies and cache. I have tried different sways. I have tried to upload from my desktop, one drive, google drive. Every video is the same.

 

I was also on a call with technical support yesterday and he also tried to upload videos on his side and he said he was having the same issue.

 

Is anyone else having this issue?

I am using Sway for a current project and this is causing massive problems.

 

I hav ebeen using Sway for projects for a long time and have not experienced this before.

Any help would be hugely appreciated.

Kind regards,

Barry

2 Replies

Hello! I'm having the exact same problem as @barryoc85 . Uploaded a few mp4 vids that are well below the file limit and now I get nothing but white before being redirected to a OneDrive fail page. My videos worked one time and have failed since. This also includes one uploaded from YouTube that fails similarly. I have tried Chrome, Safari, and Firefox plus deleted my cookies.

 

Having spent a lot of time on this I'd really appreciate some help working out the kinks.

 

Thanks!

 

Matt G

@MGorkis 

I have been trying for the last 2 weeks to get this sorted and I am still nowhere near it.

I have been led from one department to another, none of which have helped.

I have been on online chats, sent emails, made phone calls , been on screen sharing calls and when I show the problem, it is always the same. 'Not my department, I cannot help'

 

This issue has had major implecations for me with my work as I was dependant on Sway for a project.

 

And the customer service has been totally unacceptable.

 

The latest feedback I got was that engineering are aware of the issue and there is no timeline on the fix but to keep an eye out for future updates.

 

Incredibly frustrating and disappointing