Use the following steps to restore Copilot access when it suddenly stops working and shows a timeout message:

1. Confirm internet connectivity
   • Make sure the device has a stable internet connection. If the device was recently offline or on a flaky network, reconnect and try again.
   • If Copilot is in a browser (for example, Edge sidebar), open a new tab and browse to another site to verify connectivity.
2. Check that the Copilot service endpoint is reachable (if using Copilot in Edge)
   • If Copilot is in the Microsoft Edge sidebar and the pane is blank or shows an error/Refresh button, test the Copilot Chat service endpoint.
   • For consumer accounts, open a new browser tab and go to https://edgeservices.bing.com/edgesvc/shell.
   • If the page does not load, a firewall, proxy, or other network rule may be blocking access. Work with the network/IT admin to allow that endpoint, then retry Copilot.
3. Check for a service outage
   • If the endpoint is reachable but Copilot still will not load after multiple retries, the service might be experiencing an outage.
   • Check the Microsoft 365 Service health status page for any active incidents affecting Copilot, then try again later.
4. Run Copilot troubleshooters (Windows)
   • Open the Get Help app on Windows.
   • For license-related issues (Copilot icon missing or not available in Microsoft 365 apps), search for Copilot License Troubleshooter and follow the guided steps.
   • For connectivity issues (timeouts, cannot connect), search for Copilot connectivity troubleshooter and follow the guided steps. This checks for firewall rules or other blockers.
   • Review the findings and apply any suggested fixes.
5. If Copilot is in Microsoft 365 apps and was working before
   • If Copilot is missing, disabled, or not working correctly in Word, Excel, etc., follow the guidance in How to find and enable missing Copilot button in Microsoft 365 apps (for example, refreshing the license and checking privacy settings) and then retry.
   • If the problem persists, ask the Microsoft 365 admin to verify that:
     • The account still has a license that supports Microsoft 365 Copilot.
     • Copilot is not blocked by organizational policies.

If none of these steps resolve the issue, collect details (where Copilot is used, when the problem started, screenshots of the error) and open a support case so Microsoft can investigate further.

References:

• Troubleshoot Copilot Chat loading problems in the Microsoft Edge sidebar
• Copilot troubleshooters
• Copilot is missing, disabled, or doesn't work correctly
• How to find and enable missing Copilot button in Microsoft 365 apps