COPILOT failure

Question

As of two days ago, I am having a strange problem with Copilot. Using it on any browser on one of two computers, the responses to messages disappear completely from the screen within 30-40 seconds after they are posted. The system is aware of my questions, but I am unable to get answers, which are repalced by a simple exclamation ""Sorry, something went wrong. Please try again or share your feedback." In contrast, I can see the full answers in the App on IPad, but they all end invariably with the same confounding sentence: "Sorry, something went wrong. Please try again or share your feedback." My attempts to fix this clearing caches, removing extensions, changing browsers, etc etc all failed. My internet is fine, my partner uses the same IP address without problems. The suggestion of the Copilto as per IPad messages is that this is a server problem, but I am not sure. How do I fix this? I should mention that both my computers are Macs.

Answer 1

Hi @NK,

Thank you for taking the time to share such a detailed description of what you’re experiencing.

Based on what you’ve described, I’d like to reassure you that the issue is not coming from your side. This has been identified as a service-related incident on Microsoft’s end, and the team is actively working on it. The behavior you’re seeing, where responses briefly appear, disappear, or end with the “Sorry, something went wrong” message, matches this known issue.

To give you a clearer picture, here’s a concise update on the situation:

• Summary of Impact: Users of Microsoft 365 Copilot Chat are unable to submit prompts. When they attempt to do so, the service fails and returns a generic “Something went wrong.” error message, preventing normal use of Copilot Chat functionality. The issue is currently under active investigation and has not yet been resolved.
• Impact Time: Start: Monday, June 15, 2026, at 06:12 UTC. End: Ongoing (incident not yet resolved as of the latest update).
• Scope of Impact: The incident impacts Microsoft 365 Copilot Chat. Affected users cannot successfully submit prompts and instead receive an error message. Current indications suggest that less than 50 percent of users are affected, although the exact scope is still being validated.
• Action Taken: Engineering teams are investigating using customer case data, HAR files, client-side logs, and service telemetry. They are also trying to reproduce the issue internally and reviewing recent service changes that might be related. Updates are being shared regularly as the investigation continues.
• Contributing Factors: The root cause has not yet been confirmed. The team is still analyzing logs, telemetry, and recent changes to determine what’s triggering this behavior.
• Next Steps: The investigation is ongoing, with continued analysis of logs and telemetry, internal testing, and correlation with recent updates. Further updates are expected as progress is made.

Just to add a bit of context, as a forum moderator, I’m not part of the internal engineering team and don’t directly work on the fix. However, I do my best to keep you updated on the current situation and share the latest available information, so you and others experiencing the same issue can clearly understand what’s going on without feeling worried or having to spend extra time troubleshooting

At this point, there’s no further action required from your side. You’ve already taken all the right steps, and this will need to be resolved from the service side.

If you’re open to it, it would be greatly appreciated if you could submit feedback through the ‘Report a problem’ option in Copilot (via the three-dot icon (Settings and more) > Feedback/Send feedback). This helps the engineering team gather additional cases and logs, which can support and potentially speed up the investigation process.

Thank you again for your patience and understanding while the product team works to restore normal functionality as quickly as possible.

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Answer 2

Can you point out exactly how to contact support?

Answer 3

The message "Sorry, something went wrong. Please try again" is a standard Copilot error that indicates an unexpected backend or service issue rather than a problem with the specific prompt. In the documented Copilot experiences, this message appears when Copilot cannot complete the request due to:

• An unexpected error in the backend service.
• Temporary capacity or connectivity issues.

Because:

• The issue occurs across multiple browsers on both Macs.
• The same account works on a different device (iPad) but still shows the same error line at the end of responses.
• Another user on the same network and IP is unaffected.

This strongly suggests an account- or service-side problem rather than a local browser, device, or network issue.

Based on the documented guidance for similar Copilot issues, the practical next steps are:

1. Treat the repeated "Something went wrong" message as a backend/service problem that can’t be fully resolved by client-side cache clearing or browser changes.
2. Since the problem persists across devices and after typical troubleshooting, escalate to Microsoft support so they can check the Copilot service and account state for this specific user.
3. When opening a support request, include as much detail as possible to speed resolution, such as:
   • Which user account is affected and whether other accounts in the same household/tenant work.
   • Platforms and browsers used (two Macs, multiple browsers, iPad app) and that the same error appears across them.
   • Exact error text: "Sorry, something went wrong. Please try again or share your feedback."
   • Approximate date and time when the issue started.
   • Screenshots of the disappearing responses and final error line.

For home or family subscriptions, contact Microsoft Support directly from the Help or Support entry point in the Microsoft 365 or Copilot experience. For business/enterprise environments, the Microsoft 365 admin should open a support ticket with Microsoft and reference that Copilot is intermittently failing with the standard "something went wrong" error despite valid licensing and working connectivity.

If support confirms that licensing or validation is involved (for example, a prior Copilot Pro subscription or a change in subscription type), they can correct the account state on the backend, which is not something that can be fixed from the client side.

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