Copilot doesnt work in classic outlook gives error - "Sorry something went wrong. Copilot is working on it"

Question

Hi Support ,

A user in my company has a 365 business premium and 365 copilot license however whenever he trys to draft an email using copilot he gets a "Sorry something went wrong. Copilot is working on it".

Ive tested on the web version and new outlook desktop version and copilot works in both instances except for drafting an email in the classic version of outlook.

I have reinstalled office completely
Signed out and back into office
repaired office

none of these steps have worked

Please advise if this is an on going issue or if theres a solution to using copilot specifically for drafting emails

Kind regards
Simone

Answer 1

Hi @Michelle-N

The multiple users in our orgnization also facing the same challenges since 2-3 days, earlier it was working fine. Now its giving below error--

Answer 2

We're not Microsoft support; this is a user-to-user support forum. Moderators have no backend access and cannot directly intervene in Microsoft products. We provide only technical guidance and best-practice recommendations based on reported issues

Hi @Simone Govender

Based on the information provided, I understand that an employee in your company has valid Microsoft 365 Business Premium and Microsoft 365 Copilot licenses. However, whenever they attempt to draft an email using Copilot in the Classic Outlook desktop client, it fails with the error message: "Sorry, something went wrong. Copilot is working on it." You have already verified that Copilot works fine in both Outlook on the Web and New Outlook, and you have attempted to completely reinstall, repair, and re-authenticate the Office suite, but the issue persists in Classic Outlook.

Based on recent technical reports, several administrators have experienced this behavior where Copilot functionality within the Classic Outlook environment due to specific build deployment rules.

To help narrow down the root cause, could you please check which update channel this user's Office suite is currently on? You can verify this by navigating to File > Office Account and looking at the information listed directly under the About Outlook section.

If the user is currently on the Monthly Enterprise Channel, I recommend switching their device deployment to the Current Channel. The Current Channel receives the most up-to-date service hooks required for Copilot's drafting canvas to communicate with the cloud backend in Classic Outlook.

If you’re still experiencing the same behavior, could you please help provide the exact Version, Build, and Channel information from the Office Account page so I can further investigate?

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