Copilot not working

Question

I use my copilot for work and it keeps saying can't reach copilot. I'm not understanding. What does this mean and how can I fix it?

Answer 1

"Can't reach Copilot" usually means Copilot cannot connect or validate the license, or is being blocked by network or policy settings.

For work (Microsoft 365 Copilot), use these steps:

1. Confirm Copilot license and account
   • In any Microsoft 365 app (Word, Excel, PowerPoint, Outlook), go to File > Account and verify the signed-in work account is the one that should have Microsoft 365 Copilot.
   • If Copilot is missing or grayed out, follow the steps in How to find and enable missing Copilot button in Microsoft 365 apps to confirm the account and subscription are correct and refresh the license.
2. Refresh the Copilot license
   • Windows:
     1. In any Microsoft 365 app, go to File > Account.
     2. Select Update License.
     3. Close and restart all Microsoft 365 apps.
   • Mac:
     1. In any Microsoft 365 app, select the app name menu (for example, Word) at the top of the screen.
     2. Select About <app name> > More Info... > Refresh License.
     3. Close documents and restart all Microsoft 365 apps.
3. Check privacy and connectivity settings
   • Copilot requires specific network connectivity and that connected experiences are allowed.
   • If managed by an organization, an admin must ensure Copilot is not blocked by privacy or other policies and that required network requirements are met.
   • On Mac, in Word go to Word > Preferences > Privacy and make sure Experiences that analyze your content and All connected experiences are turned on (if not locked by admin).
4. Run Copilot troubleshooters
   • Open the Get Help app on Windows.
   • For license issues (Copilot not appearing or validating), search Copilot License Troubleshooter and follow the steps.
   • For connection issues ("can’t reach Copilot"), search Copilot connectivity troubleshooter and follow the steps. This checks for firewall rules or other blockers.
5. If the issue persists
   • Ask the Microsoft 365 admin to verify:
     • A supported Copilot license is assigned.
     • Copilot is not blocked by organizational policies or privacy settings.
     • The update channel and activation method are supported (Copilot is not available with device-based licensing or Shared Computer Activation, and requires supported update channels).
   • If everything looks correct and the problem continues, the admin should contact Microsoft support.

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References:

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