Copilot not working - unable to create a trusted connection

Suzanne Gold 5 Reputation points
2026-03-10T18:36:01.2066667+00:00

For a few days now, before and after renewing my Microsoft 365 subscription, I have been unable to connect to Copilot (as well as Windows Get Help) due to an inability to "create a trusted connection". However, occasionally, sometimes after rebooting, I am able to use Copilot briefly, and then the connection will fail again and I'll get that same error message. There is nothing wrong with my internet connection (I have no problem connecting to any sites within a browser), and I've run all the recommended network assessments, certificate tests, and cleared my system cache, and no issues were identified. The problem also affects my ability to connect to other apps such as Zoom - I can connect only through a browser, and only after a delay.

Microsoft Copilot | Microsoft 365 Copilot | Development
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  1. AI answer

    2026-03-10T18:36:15.9033333+00:00

    The symptoms indicate a general connectivity or trust issue affecting Copilot and other apps, not just licensing or a single product. Use the built-in Copilot troubleshooters to isolate whether this is a license vs. connectivity problem, then escalate if needed.

    1. Run the Copilot connectivity troubleshooter
      • Open the Get Help app in Windows.
      • In the Search bar, enter Copilot connectivity troubleshooter.
      • Run it and follow all suggested steps.
      • This checks for firewall rules or other blockers that prevent establishing a trusted connection to Copilot services.
    2. Run the Copilot license troubleshooter
      • In Get Help, search for Copilot License Troubleshooter.
      • Run it to confirm that the Microsoft 365 subscription and Copilot licensing are recognized correctly on the device.
      • If it reports issues, follow its remediation steps.
    3. If Copilot is intermittently available
      • Intermittent success after reboot strongly suggests a transient network, certificate, or account state issue.
      • After running the troubleshooters, reproduce the issue and then immediately re-run the connectivity troubleshooter to capture the failing state.
    4. If issues persist
      • For home/personal subscriptions: use Get Help to contact Support directly from Windows once the troubleshooters complete, and reference the Copilot connectivity issue and that other apps (such as Zoom) are also affected.
      • For work/school accounts: contact the Microsoft 365 admin and ask them to open a support ticket with Microsoft, providing the troubleshooters’ results.

    These steps use the supported Copilot troubleshooters to distinguish between local connectivity/trust problems and account/license problems, and provide the data needed for support escalation if the problem continues.

    References:

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