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"We couldn't send your message " and "we can't reach copilot" showing in copilot

IRFAN ALI CM 0 Reputation points
2026-06-06T17:56:16.9466667+00:00

While typing any questions in copilot, it is saying like "We couldn't send your message " and "we can't reach copilot". How it can be rectified?

Microsoft Copilot | Windows Copilot | App
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  1. Hendrix-V 15,795 Reputation points Microsoft External Staff Moderator
    2026-06-07T00:26:43.33+00:00

    Hi IRFAN ALI CM,

    The message “We can’t reach Copilot” generally means the app is unable to establish a connection to the required online services. This can happen due to session issues, account configuration, or environment restrictions rather than the specific task being performed.

    You can try these targeted checking steps:

    1, Test if the issue is app-specific

    • Open Copilot web in a browser (e.g., Edge)
    • If it works there, the issue is likely isolated to the app session

    2, Reset the app session cleanly

    • Sign out of Windows or the Copilot app
    • Restart the device
    • Sign back in with only one account (avoid mixing work/personal accounts)

    3, Run the built-in Copilot troubleshooter

    • Open Get Help app
    • Search: Copilot connectivity troubleshooter
    • Run it and apply any suggested fixes

    4, Reinstall the app cleanly

    • Uninstall Copilot
    • Restart the device

    If using a work or school device, please confirm Copilot is enabled by your organization and ensure required services are not restricted by policy or security settings

    These steps should help narrow down whether the issue is related to the app session, account setup, or environment.

    Let me know if you need further assistance, feel free to ask me by clicking "Add Comment" or "Add Answer" if you cannot add comment so your response will be visible. Thanks for your effort.

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-06-06T17:56:32.0666667+00:00

    The error messages indicate Copilot cannot connect or process the request. Based on the provided information, similar Copilot connectivity or “something went wrong” issues are typically caused by:

    1. Backend or service-side issues (temporary capacity or unexpected errors).
    2. Network/connectivity problems on the device or network.
    3. Organizational policies or configuration blocking Copilot or required connectors.

    To troubleshoot and rectify:

    1. Retry and check for temporary service issues
      • If the message resembles “Sorry, something went wrong. Please try again.” or “Copilot is at capacity and temporarily unavailable,” wait a few minutes and try again. These responses indicate backend or capacity issues.
    2. Check network connectivity and requirements
      • Ensure the device has stable internet access and that required Microsoft 365/Copilot endpoints are not blocked by firewalls, VPNs, or security software.
      • If using a corporate network, contact the network/security team to confirm that Copilot traffic is allowed.
    3. Review organizational policies (if in a managed/enterprise environment)
      • If Copilot is used with Microsoft 365 or Dynamics/Power Platform, data loss prevention (DLP) or similar policies can block Copilot’s connections to required services.
      • An admin should review policies in the Power Platform admin center or relevant admin portals to ensure Copilot and its connectors are not blocked.
    4. If Copilot is missing or partially working in Microsoft 365 apps
      • Follow the steps in “How to find and enable missing Copilot button in Microsoft 365 apps” (from the referenced article) to confirm Copilot is enabled and not blocked by organizational settings.
      • If the issue persists, ask the Microsoft 365 admin to verify that:
        • A supported Copilot license is assigned.
        • Copilot is not blocked by privacy or other organizational policies.
    5. Escalate to support if the issue continues
      • For home users, contact Microsoft Support if the problem persists after basic connectivity checks.
      • For business users, the Microsoft 365 admin should open a support case with Microsoft, especially if multiple users see the same “we can’t reach Copilot” behavior.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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