Copilot chat throws error or does not generate response

Question

Copilot chat throws the following error on a managed devices when connected to LAN or Wi-Fi in office:

"Sorry, I wasn't able to respond to that. Is there something else I can help with?"

This happens mostly the first time when using Copilot chat in Microsoft Edge or the app. This happens across license types.

Clicking on "Try again" works.

This issue does not occur on networks outside office.

Or sometimes it appears to be processing the prompt but never shows thinking or generates a response.

Has anyone seen this error? What could be the issue? Were you able to resolve it? How?

Answer 1

The behavior described is consistent with Copilot being intermittently unable to reach its backend services on the corporate network, and then succeeding on retry.

From the provided context, similar Copilot issues fall into two main categories:

1. Network or endpoint blocking issues
   • Copilot (including Copilot Chat in Edge and Microsoft 365 Copilot experiences) relies on specific Microsoft 365 and Copilot endpoints. If a corporate firewall, proxy, or other network security device blocks or interferes with these endpoints, features can partially load, fail on first attempt, or appear to “hang” without ever showing a response.
   • The Sales agent FAQ notes that when features don’t load or behave unexpectedly, it is often because required Microsoft 365 endpoints are blocked, and that this can appear as “some features not working” rather than a clear error.
   • Recommended action:
     1. Engage the network/security team.
     2. Verify that all required endpoints in the official Microsoft 365 URLs and IP address ranges list are allowed, including Copilot and Copilot Chat connectivity requirements.
     3. Ensure config.edge.skype.com is explicitly allowed, as called out in the FAQ.
     4. After changes, test Copilot on the same managed devices and network.
2. Service-side or transient issues
   • In other Copilot experiences (for example, Copilot used with Power Automate or Defender for Cloud), when the backend cannot process a prompt or encounters an error, standard messages such as “Sorry, something went wrong. Please try again.” or “Sorry, I can’t assist with that” are returned.
   • These errors can be transient and often resolve on retry, which matches the observation that clicking “Try again” works.
   • Recommended action:
     • If network connectivity and endpoint access are confirmed as healthy, treat the issue as transient service-side behavior and continue to use “Try again” while monitoring frequency.

Given that:

• The issue only occurs on the office LAN/Wi‑Fi,
• It affects managed devices,
• It resolves on retry or when using external networks,

the most likely root cause is corporate network security (firewall/proxy) partially blocking or delaying Copilot-related endpoints. Resolution typically requires:

1. Reviewing and updating firewall/proxy rules to allow all required Microsoft 365 and Copilot endpoints, including config.edge.skype.com.
2. Retesting Copilot chat in Edge and the app after those changes.

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References:

• Sales agent FAQ