Copilot not responding

Common fixes for Copilot not responding depend on where Copilot is used:

1. If Copilot is used in Microsoft 365 apps (Word, Excel, PowerPoint, Outlook, etc.) and there’s no response or the button is missing/disabled:
   • Follow the steps in “How to find and enable missing Copilot button in Microsoft 365 apps” to ensure Copilot is correctly enabled.
   • Ask the Microsoft 365 admin to verify:
     • A license that supports Microsoft 365 Copilot is assigned.
     • Copilot isn’t blocked by organizational policies.
   • Ensure the device isn’t using device-based licensing and that the update channel is Current Channel or Monthly Enterprise Channel, not Semi-Annual.
   • Confirm required network connectivity is available and that privacy settings aren’t blocking Copilot.
2. If Copilot is used in Dynamics 365 (Sales or Field Service) and doesn’t respond:
   • In Dynamics 365 Sales, republish the Copilot agent in Microsoft Copilot Studio if initial publishing might have failed.
   • Check Power Platform Data Loss Prevention (DLP) policies and ensure required connectors (such as Microsoft Dataverse and Direct Line channels in Copilot Studio) are unblocked and grouped correctly in a policy.
   • In Dynamics 365 Field Service, verify:
     • Copilot is enabled at the app level.
     • The user has a required security role (for example, Field Service - Dispatcher or Field Service - Resource).
     • DLP policies don’t block Dataverse or HTTP connectors.
     • Data movement across regions is enabled if tenant and environment regions differ, and that the environment is in a supported region.
3. If Copilot is used in Power Automate or Power Automate Desktop and returns generic error messages like “Sorry, something went wrong. Please try again.” or “Sorry, I couldn’t understand your question.”:
   • Rephrase the question and try again, especially if the question is complex or not clearly about the data on the page.
   • If Copilot says it can’t find results, refine the question or narrow the time range or filters.
   • If Copilot reports capacity issues, wait and retry later.
   • If Copilot flags harmful content, remove any potentially harmful wording and resubmit.
   • If Copilot reports too many results, add filters (for example, limit to yesterday’s or last month’s data) to stay within FetchXML aggregation limits.
4. If Copilot is used in Intune and appears to give wrong or unexpected responses:
   • Use the thumbs up/down feedback controls on each response to report incorrect output.
   • Use browser developer tools (F12 → Network) to inspect logs for the Copilot session if working with support.
   • If working with Microsoft support, obtain the session ID from browser developer tools or from the Security Copilot portal prompt sessions.

If none of these apply or the problem persists, contact the relevant admin (Microsoft 365, Dynamics, Power Platform, or Intune) and open a support case so Microsoft can investigate tenant-specific issues.

References:

• Copilot is missing, disabled, or doesn't work correctly
• FAQ about Copilot in Dynamics 365 Sales
• Use Copilot to analyze automation activity and ask product questions
• Use copilot to analyze desktop flow activity
• Microsoft Copilot in Intune FAQ
• Use Copilot in the Dynamics 365 Field Service web application