CoPilot does not work

Question

I have closed down my machine, signed in and back out of MSO, but whenever I bring up Copilot Chat and click on anything on the screen nothing happens. I can type in a question but then it doesn't do anything when I press return - no button to start copilot coming up with a response.

I can see past questions I've asked but if I click on them nothing happens.

The page is "dead".

How do I fix this to use a system I am paying for?

Answer 1

Use the following steps to troubleshoot a Copilot experience that appears “dead” (no responses, clicks do nothing), focusing on common causes from Microsoft 365 Copilot issues:

1. Confirm the correct Copilot license and account
   • Make sure the signed‑in account in Microsoft 365 is the one that has an active Copilot license.
   • For home use, the account must have Microsoft 365 Personal or Family, or Copilot Pro.
   • For business use, the account must have an eligible Microsoft 365 subscription (Business Basic/Standard/Premium, E3, E5, F1, or F3) and Microsoft 365 Copilot.
   • If multiple accounts are signed in (personal + work/school), sign out of the extra account(s) and keep only the Copilot‑licensed account active.
2. Refresh the Copilot license in the app
   • In any Microsoft 365 desktop app on Windows: go to File > Account > Update License, then close and restart all Microsoft 365 apps.
   • On Mac: open any Microsoft 365 app, select the app name menu (for example, Word), choose About <app name> > More Info… > Refresh License, then restart the apps.
3. Check privacy and connected experiences settings
   • In Word (Mac example): Word > Preferences > Privacy.
   • Ensure Experiences that analyze your content is turned on.
   • Ensure All connected experiences is turned on.
   • If Microsoft 365 is managed by an organization, these settings might be controlled by the admin; if they are off or locked off, Copilot can appear but not function.
4. Verify network and browser conditions (for web Copilot)
   • Refresh the browser page where Copilot Chat is open.
   • If Copilot is in the browser, enable third‑party cookies; blocking them can prevent license validation and cause Copilot to stop working.
   • Ensure general internet connectivity and that any corporate network policies or proxies are not blocking Copilot endpoints.
5. Check for known Copilot blocking conditions
   • Copilot may not work correctly if:
     • The license was only recently assigned and has not fully propagated yet.
     • Device‑based licensing is used instead of user‑based licensing.
     • The Semi‑Annual Enterprise Channel is used instead of Current Channel or Monthly Enterprise Channel.
     • Shared Computer Activation is in use.
     • Organizational policies explicitly block Copilot.
   • If in a managed (work/school) environment, ask the Microsoft 365 admin to confirm that Copilot is not blocked by policies and that the account has a valid Copilot license.
6. If Copilot still does not respond
   • Follow the full checklist in “How to find and enable missing Copilot button in Microsoft 365 apps” (it also applies when Copilot is present but not functioning correctly).
   • If the issue persists after these steps:
     • Home users: contact Microsoft Support for Copilot via the support channel for Microsoft 365/Copilot.
     • Business users: have the Microsoft 365 admin open a support ticket with Microsoft, referencing that Copilot is present but non‑responsive despite valid licensing and connectivity.

These steps address the most common causes where Copilot appears but does not respond to input or clicks.

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References:

• Copilot is missing, disabled, or doesn't work correctly
• How to find and enable missing Copilot button in Microsoft 365 apps
• I am getting license validation errors with Copilot
• FAQ about Copilot in Dynamics 365 Sales