M365 Copilot not working for all users with Android

Question

When Android users try to scan to secure release a print job at the copier, M365 either gives a black screen, or a black screen with a burger at the top right that doesn't open. What also happens is that the app asks for sign-in twice, and then defaults to one of the issues previously stated. Looks like the search function only works to find local files instead of OneDrive or SharePoint files.

No iPhone users have this issue.

We have tested installing the beta version of M365 and rolling it back to an earlier version of it. Copilot app redirects us to M365 Copilot app. All users are required to install Microsoft Authenticator and Company Portal. Is there something that we're missing?

Answer 1

The behavior points to issues with the Microsoft 365 / Microsoft 365 Copilot Android app and account selection in a work-profile / multi‑account scenario, not with iOS or the printers themselves.

Use these targeted checks and mitigations on Android:

1. Verify the correct Microsoft 365 Android app and version
   • Ensure users are using the current Microsoft 365 / Microsoft 365 Copilot Android app from the Play Store, not an outdated or parallel “personal” install.
   • In the Play Store, open the Microsoft 365 app page, go to About this app → App info → Version and confirm the version is current. Any version greater than 16.0.16501 is required for Universal Print secure release with QR code.
   • If multiple Microsoft 365 app installs exist (personal + work), remove the personal one or disable it as default for QR codes (see step 3).
2. Confirm the correct (corporate) account is active in the app
   • Secure release requires the same corporate account that submitted the print job.
   • In the Microsoft 365 app on Android:
     • Tap the profile picture (usually top left).
     • Confirm the active account is the corporate/work account, not a personal Microsoft account.
   • If both personal and corporate accounts are signed in, explicitly switch to the corporate account before scanning the QR code.
3. Avoid Android auto‑opening the wrong Microsoft 365 instance
   • When scanning the printer QR code with the native camera, Android may auto‑open the Microsoft 365 app tied to a personal account, which then cannot release the job and can manifest as blank/black screens or repeated sign‑in.
   • On Android, disable the personal Microsoft 365 app as the default for QR links:
     • Open Settings → Apps / Installed apps / Application Manager.
     • Locate the personal Microsoft 365 app.
     • Clear “Open by default” / default link handling so it no longer auto‑opens from QR scans.
   • Then, from the work‑profile Microsoft 365 app (with the corporate account active), use the in‑app Scan QR Code feature to scan the printer’s QR code.
4. Check Android work profile and MDM restrictions
   • Because all users have Microsoft Authenticator and Company Portal, devices are likely managed with an Android work profile.
   • Work‑profile policies can restrict access to local storage, media, and some app behaviors. This can cause:
     • Limited access to images/media from within Microsoft 365 apps.
     • Search showing only local/work‑profile files instead of full OneDrive/SharePoint scope.
   • Have the Intune/MDM admin review work‑profile policies that affect:
     • File and media access for Microsoft 365 / Microsoft 365 Copilot apps.
     • Conditional access or app protection policies that might force repeated sign‑in or block embedded web views.
5. Reproduce with a clean work‑profile install
   • On one test device:
     • Remove the Microsoft 365 / Microsoft 365 Copilot app from the work profile.
     • Remove any personal Microsoft 365 app from the personal profile.
     • Re‑install the Microsoft 365 Copilot app only in the work profile via Company Portal.
     • Sign in only with the corporate account and test secure release again.
6. If issues persist, use in‑app feedback for Android
   • From the Microsoft 365 Copilot Android app Home tab:
     • Tap the profile picture.
     • Tap Send feedback and include details: device model, Android version, app version, presence of work profile, and that secure release shows a black screen or repeated sign‑in.
   • This routes the issue directly to the product team for investigation of Android‑specific bugs.

These steps address the known causes for Android‑only issues with secure release and account handling, and align with how Microsoft 365 apps behave in multi‑account and work‑profile environments.

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References:

• Secure release with QR code
• Microsoft 365 Copilot app for Android
• Access images and other media in your Android work profile
• Get started with the Microsoft 365 Copilot app
• Deployment overview for the Microsoft 365 Copilot app
• The Microsoft 365 app transition to the Microsoft 365 Copilot app