Copilot returning error "something went wrong"

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Copilot returning error "something went wrong"

Krystal Bascar 0

Copilot returning error "something went wrong". Copilot returning error "something went wrong"

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Answer 1

Hi @Krystal,

Currently, there is an ongoing incident with Copilot Chat. Your IT admin can find more information about it via Issue ID CW1391746 on Microsoft 365 Admin Center.

Some users are unable to submit a prompt in Microsoft 365 Copilot Chat and receive an error message "Something went wrong." Some users may see Copilot responses being provided successfully at first but then see an error message that overrides and removes the response after it is initially generated successfully.

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As of now, there’s nothing you can do until Microsoft releases an update on this incident. In the meantime, you should ask your IT administrator to report the issue to Microsoft and monitor its status by signing in to the admin center at Microsoft 365 Admin Center > Health > Service Health > Report an issue.

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This will help the internal teams quickly identify the affected tenants and prioritize resolving the issue accordingly.

As community moderators, we kindly ask for your understanding that our access to internal development details is limited. Our primary role is to guide users toward the appropriate resources and support channels. While we may not have visibility into performing deeper backend analysis, we’ll continue doing our best to support you within the scope of our responsibilities.

I hope this provides enough clarity and helps you stay inform with your current situation.

In the meantime, if you see my replies bring helpful information, please kindly accept it as an answer and vote it up by your original account, which raised this question. Once marked, it will automatically pin to top. As other users will also search information in this community, your valuable vote up will definitely also help other users who have similar queries easily to find the correct channel and useful information more quickly.

Thank you for your patience and your understanding. If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

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Answer 2

For generic Copilot “Something went wrong” errors, the next steps depend on where the error appears and what has already been tried. From the available information, these are the supported causes and actions:

If the error appears when signing in to Microsoft 365 apps or the Microsoft 365 Copilot app
- The error Something went wrong. [1001] can be caused by:
  - Security software impacting the Web Account Manager (WAM) plug‑in (AAD.BrokerPlugin).
  - User profile management issues (for example, non‑persistent VDI scenarios).
- Supported mitigations:
  - Reboot the device and try again.
  - Run the documented PowerShell commands in user mode to repair WAM (see the “Authentication fails in Microsoft 365 services” article referenced in the sign‑in error documentation).
  - If using VDI or profile management, review the “Device identity and desktop virtualization” guidance and ensure the device identity/profile configuration is supported.
If the error appears when using Copilot features inside Microsoft 365 Apps (Word, Excel, Outlook, etc.)
- “Something went wrong” can be a symptom of Copilot being missing/disabled or license validation issues. Common causes include:
  - Newly assigned license not fully propagated.
  - Licensing/account conflicts (signed in with both personal and work/school accounts).
  - Network requirements for Copilot not met.
  - Recent Office reset/update affecting activation.
  - Device‑based licensing instead of user‑based licensing.
  - Using Semi‑Annual Enterprise Channel instead of Current Channel or Monthly Enterprise Channel.
  - Privacy settings blocking Copilot.
- Actions:
  - Verify the correct user‑based Copilot license is assigned and has had time to propagate.
  - Sign out of all accounts in the app, then sign in only with the account that has the Copilot license.
  - Confirm network requirements for Microsoft 365 Copilot are met.
  - Ensure the update channel is Current Channel or Monthly Enterprise Channel.
  - Check privacy/connected experiences settings so Copilot is not blocked.
If Copilot shows “Sorry, something went wrong. Please try again.” inside Power Automate or desktop flow analysis
- This message indicates an unexpected backend error.
- Actions:
  - Rephrase the question and try again.
  - If the error persists, wait and retry later, as it can be a transient backend issue or capacity problem.
If Copilot is integrated in Dynamics 365 Sales and is not responding
- Copilot might be unable to connect due to:
  - A failed initial publish of the Copilot agent in Microsoft Copilot Studio.
  - Data loss prevention (DLP) policies blocking required connectors (Microsoft Dataverse, Direct Line channels in Copilot Studio).
- Actions:
  - Re‑publish the Copilot agent in Copilot Studio.
  - In Power Platform admin center, adjust DLP policies to unblock and group the Microsoft Dataverse and Direct Line channels in Copilot Studio connectors.
If Copilot connector errors are involved
- Some connector errors surface as generic “something went wrong” in the UI.
- For example, error code 5000 is documented as: “Something went wrong. If this issue continues, contact support.”
- Actions:
  - If a connector error code is visible, follow the documented resolution (for example, recreate invalid connections) or contact support if the guidance says so.
When all basic checks have been tried and the error persists
- For home users: contact Support for further investigation.
- For business users: work with the Microsoft 365 admin to verify Copilot licensing and open a support ticket with Microsoft if needed.

References:

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Copilot returning error "something went wrong"

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