Copilot cannot access any OneDrive files + OneDrive indexing not initialising + file uploads fail in Copilot chat

Question

Hello, I hope someone from the Microsoft 365 / Copilot / OneDrive / Graph team can assist.

I recently installed Microsoft 365 Personal after signing up for personal 365-subsciption for the first time. I am signed in everywhere with the same Microsoft Account (MSA). OneDrive sync is functioning normally, and all files appear correctly in the OneDrive web interface.

However, Copilot cannot access or find any of my OneDrive files, and the Office/Microsoft Graph search backend consistently returns zero results, even for files created directly in the cloud (e.g., Test123.xlsx). This situation has persisted for about 44 hours since installation.

Symptoms:

Copilot reports that no OneDrive files can be found or accessed.

Searching for any filenames returns: “No results found.”

Even newly created OneDrive files (created directly on onedrive.live.com) never appear in the Graph index.

File uploads in Copilot Chat fail with:

“Unexpected error occurred, please try again later.”

Pasted Snipping Tool images also produce the same error.

Troubleshooting already completed:

Verified same MSA across Windows, Office apps, OneDrive, and Copilot.

OneDrive desktop sync is fully successful (green check icons).

Files visible and accessible on OneDrive web.

No VPN, proxy, or restrictive network in use.

Restarted Windows, OneDrive, and all Microsoft 365 apps.

Created multiple new test files in OneDrive.

Renamed, copied, and moved files to force re-indexing.

Ensured Windows, M365 apps, and OneDrive client are fully updated.

I contacted OneDrive Support, and received this reply:

“We have carefully reviewed your initial response and from a technical perspective, our expertise is limited to OneDrive and queries related to OneDrive issues. Since your concern is with Copilot, we kindly request that you connect with the Office team, as they will be best equipped to guide you and resolve the issue.”

However, when I follow the instructions to reach Microsoft 365 / Office support, the system redirects me back to OneDrive support, leaving me in a support loop with no route to the actual team responsible for Copilot/Graph indexing. Either i get lazy or beginner service, but they could have sent my case to the right supportteam instead of closing the case and referring me back to Microsoft support...

What Copilot believe is happening:

It appears that my Microsoft Account has not been fully provisioned for Microsoft Search / Graph indexing, meaning Copilot cannot see any of my OneDrive content. The inability to upload files or images in Copilot Chat may indicate the same underlying provisioning or initialisation issue.

Any guidance or escalation to the correct engineering team would be greatly appreciated.

Thank you.

Answer 1

It sounds like you're experiencing a complex issue with Copilot's access to OneDrive files and the Microsoft Graph indexing process. Here are some potential causes and troubleshooting steps you can consider:

1. License and Provisioning: Ensure that your Microsoft 365 Personal subscription includes the necessary features for Copilot and Microsoft Graph. Sometimes, new accounts may take time to fully provision all features.
2. Account Conflicts: Verify that you are not signed in with multiple accounts (personal and work/school) across your devices, as this can lead to conflicts with Copilot's ability to access your files.
3. Internet Connectivity: Although you mentioned there are no VPNs or proxies, ensure that your internet connection is stable and meets the requirements for Copilot to function correctly.
4. Privacy Settings: Check if there are any privacy settings in your Microsoft 365 account that might be blocking Copilot from accessing OneDrive files. Sometimes, organizational policies can affect personal accounts as well.
5. Reinstallation: If the issue persists, consider reinstalling the Microsoft 365 apps and OneDrive client to ensure that all components are correctly installed and configured.
6. Support Escalation: Since you have already contacted OneDrive support, consider reaching out to Microsoft 365 support directly through their official channels, explaining that your issue pertains to Copilot and Graph indexing specifically.

If these steps do not resolve the issue, it may indeed be a provisioning or initialization problem that requires further investigation by Microsoft support teams.

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References:

• Copilot is missing, disabled, or doesn't work correctly
• Microsoft 365 Copilot architecture and how it works