Copilot Auto rewrite function not working in Classic Outlook.

Question

Does anyone know how to fix this?
This is our company's channel and I've done numerous troubleshooting steps as well. So far we have only one user affected confirmed and she has a right license.

1. Checked if Copilot works elsewhere - it does > only outlook-specific issue.
2. Cleared Outlook local cache - %localappdata%\Microsoft\Outlook\RoamCache.
3. Ran Office offline repair. 
4. Ran Online repair.
5. Sign out and back in.
6. Created a new Outlook account in control panel.
7. Uninstall and reinstall Office apps.
   

Answer 1

Hi Ella Kim

Based on the screenshot, this appears similar to an issue that Microsoft has previously documented for the Copilot Rewrite/Draft feature in Classic Outlook, where users may receive the message: "Sorry, something went wrong. Copilot is working on it"

Copilot Draft fails in classic Outlook with error "Sorry, something went wrong. Copilot is working …

Starting with the update to version 2605, users cannot use Copilot draft in a new E-Mail. Selecting generate returns "Sorry, something went wrong. Copilot is working on it." 

As an additional check, please ensure Outlook is updated to the latest available build for your update channel (File > Office Account > Update Options > Update Now) and then restart Outlook.

If the issue persists and only affects this specific user after all the troubleshooting already performed, I recommend contacting your organization's IT administrator to open a Microsoft support case and provide Outlook diagnostics/logs for further investigation, as this may require backend analysis. I also found a similar situation that you can refer to: Copilot Rewrite Feature not working in Classic Outlook - Microsoft Q&A

I hope this information helps and I looking forward to your update! If you have any questions, please feel free to ask via comment section.

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Answer 2

This issue matches a known problem with the Copilot Rewrite feature in Classic Outlook.

Support has active cases where Copilot Rewrite fails in Classic Outlook, especially on the Monthly Enterprise Channel, even when licensing and other Copilot features are working and standard troubleshooting (repairs, new profile, reinstall, cache clear) has been done.

Current guidance:

1. If possible, move the affected user from Monthly Enterprise Channel to Current Channel and update Office, then test Copilot Rewrite again.
2. If changing channels is not an option or the problem persists, have the Microsoft 365 tenant admin open a support ticket with Microsoft, referencing that this is a known Outlook/Copilot Rewrite issue. Additional support cases help prioritize the fix.

There are no further client-side fixes beyond what has already been tried; the product team is working on a resolution.

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References:

• Copilot Rewrite Feature not working in Classic Outlook - Microsoft Q&A
• Copilot is missing, disabled, or doesn't work correctly
• Access Copilot directly in Microsoft Outlook