Can't scroll when signed into Copilot

Question

For the past day, I have been unable to scroll in Microsoft Copilot. This only occurs on the website when using Safari, and only when signed into my account. It works in Safari if signed out, on Edge, and on my PC. It is only the website in Safari in my account.

Copilot itself says the issue is likely a corrupt profile, but none of the steps it has provided have helped.

Also, I believe this may be related: when at login.microsoftonline .com, my other accounts are always listed but my main one (this one) never saves there. And I have to manually sign in to different microsoft sites; it used to automatically sync between all those. So a profile issue does seem likely.

Answer 1

The symptoms point to a corrupted or conflicting browser/profile state for the specific Microsoft account in Safari. Based on the available guidance, the most effective steps are to:

1. Clear and reset the Microsoft sign‑in state for that account
2. Ensure cookies (especially third‑party and cross‑site) are fully allowed for Microsoft domains in Safari

Follow these steps in order:

1. Allow cookies and cross‑site tracking in Safari
   1. Open Safari.
   2. Go to Safari > Settings….
   3. Select the Privacy tab.
   4. Make sure Prevent cross-site tracking is unchecked.
   5. Make sure any setting equivalent to Block all cookies is unchecked.
2. Fix sign‑in persistence for Microsoft sites (Safari)
   1. In Safari, go to Safari > Settings… again (if closed).
   2. On the Privacy tab, remove stored data for Microsoft sign‑in if present (cookies/cache for microsoft.com, microsoftonline.com, login.microsoftonline.com).
   3. Close all Safari windows.
   4. Reopen Safari and go to a Microsoft 365 site (for example, Outlook on the web or another Microsoft 365 app) and sign in with the affected account.
   5. Confirm that the browser now remembers the account at login.microsoftonline.com and that single sign‑on between Microsoft sites works again.
3. Test Copilot in Safari with the cleaned sign‑in state
   1. With the same Safari session where sign‑in now persists, open the Copilot website.
   2. Sign in with the affected account.
   3. Test scrolling again.
4. If the problem persists, remove and recreate the account/profile at OS level The Q&A context shows that similar “can’t sign in / profile not remembered” issues were resolved by fully disconnecting and reconnecting the Microsoft profile:
   • Remove the problematic Microsoft account/profile from the device (for example, disconnect the account from the OS or OneDrive if it is linked there).
   • Reboot the device.
   • Re‑add the same Microsoft account and sign in again in Safari and on Microsoft sites.
   • Test Copilot scrolling again.

If none of these steps resolve the issue, escalation to Microsoft support is appropriate, as the behavior is isolated to a single account in a single browser and may indicate a deeper account‑specific profile corruption on the service side.

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References:

• Troubleshoot-signing-in
• Troubleshoot common sign-in problems
• Unable to sign into account - says I am not connected to Internet but I am - Microsoft Q&A
• Edge not remembering Setting specifically Disallow Java on certain sites. - Microsoft Q&A
• Mouse scroll (Keychron Bluetooth) not working in Copilot or other Windows dialogs - Microsoft Q&A