Copilot works in Excel/PowerPoint but spins forever in Word on new Surface (Snapdragon X Plus)

Question

Copilot works in Excel/PowerPoint but spins forever in Word on new Surface (Snapdragon X Plus)

Zuhair Alzuhair 5

I just got a new Surface with the Snapdragon X Elite (12th‑gen) processor and I’m using Microsoft 365 Premium. Copilot works perfectly in Excel and PowerPoint, but in Word the Copilot icon (bottom‑right) just spins forever and never opens.

I’ve already tried:

Online Repair

Updating Office

Checking license/account

Safe Mode

New blank documents

Resetting the device

Nothing helped. Copilot works fine in the web version of Word.

My Word build is Version 2607, and it shows 64‑bit, not ARM64. Excel and PowerPoint show ARM64.

Is this a known issue with Word on ARM devices? Any idea how to fix the Copilot panel spinning forever?

Akhil 15 Reputation points

2026-08-06T06:57:29.6166667+00:00

Hi,

Reinstall Microsoft 365 and ensure the latest Office build is installed. If the issue persists, please share the exact Microsoft 365 edition, Word version/build.

2 answers

Your answer

Akhil 15 Reputation points

2026-08-06T06:57:29.6166667+00:00

Hi,

Reinstall Microsoft 365 and ensure the latest Office build is installed. If the issue persists, please share the exact Microsoft 365 edition, Word version/build.

Answer 1

Xavier-D 11,770 Microsoft External Staff Moderator

Hello Zuhair Alzuhair

Thank you for listing everything you have already tried.

Since Copilot works in Excel, PowerPoint, and Word for the web, your Microsoft 365 Premium entitlement and account are most likely working correctly. The failure appears isolated to the Word desktop app.

Word and the other Microsoft 365 apps have native versions for Windows on ARM. Seeing 64-bit in Word does not necessarily mean it is running the wrong version. On an ARM-based Windows 11 device, if Office reports 64-bit, an architecture upgrade is not required.

The Version 2607 release notes do not list the continuously loading Word Copilot panel as a known issue or provide a specific fix for it.

As one final Word-specific test:

Open Word and select File > Options > Copilot.
Clear Enable Copilot, and then restart Word.
Return to the same setting, enable Copilot again, and restart Word once more.

The Copilot setting is maintained separately for each Office app, so resetting it in Word may refresh Word’s Copilot integration without affecting Excel or PowerPoint.

If the panel still spins, continue using Word for the web as a temporary workaround and report the issue through Word > Help > Feedback > Report a problem.

Include the Word version and full build number, Windows build, Snapdragon processor model, a screenshot or recording, and confirmation that the repair, update, Safe Mode, blank-document, and device-reset tests have already been completed.

Because the issue remains after an Online Repair and full device reset, further reinstallations or resets are unlikely to provide additional value.

Feel free reply back to this post if you need further assistance, I'll be happy to help.

Xavier-D 11,770 Reputation points Microsoft External Staff Moderator

2026-07-31T00:34:17.0066667+00:00

Hi Zuhair Alzuhair

I’m following up to check on the status of this issue.

Have you had an opportunity to review the answer shared earlier?

Any update you can provide would be greatly appreciated.
Yasin Demirhan 0 Reputation points

2026-08-02T08:47:17.66+00:00

Hi,

I'm having the exact same issue — Copilot spins/never loads in Word, while it works fine in Excel and PowerPoint on the same device, account, and network. Word for the web also works fine, same as reported here.

One difference: my device is a regular x64 PC (not ARM/Snapdragon), so this doesn't seem to be architecture-specific.

My Word version: 2607 (Build 20228.20124, Click-to-Run, Current Channel).

In my case I could actually see the root cause via DevTools in the Word taskpane: several resource files fail to load with a 400 Bad Request, all from the same CDN path:

https://fa000000125.resources.office.net/033f92d3-bc6d-439a-858a-a17acf70360a/1.0.2606.21002/en-us_web/

Affected files: microsoft-oteljs.js, math-intrinsics.js, base64-js.js, lodash-es.js, swc_helpers.js

I've already ruled out network-side causes (tested with alternate DNS, different network paths) — the requests reach Microsoft's servers but are rejected with a plain 400, while PowerPoint's Copilot bundle loads without issue on the exact same setup. I've also done a full clean Windows reinstall, which didn't change anything.

I've already submitted this via Word > Help > Send Feedback > "Something isn't working", including the console errors. Just wanted to add a data point here since it looks like the same underlying issue, and it doesn't seem to be limited to ARM devices.
Xavier-D 11,770 Reputation points Microsoft External Staff Moderator

2026-08-04T01:08:50.3533333+00:00

Hi Yasin Demirhan

Thank you for sharing these detailed findings.

The fact that the same behavior occurs on an x64 PC indicates that the issue is not limited to ARM or Snapdragon devices.

The repeated 400** Bad **Request responses from the Office resource CDN also suggest that the Word Copilot task pane is failing while loading required components, rather than because of the device architecture, account, or local network. Since Copilot works in Excel, PowerPoint, and Word for the web, and the problem remained after a clean Windows installation, further repairs or reinstalls are unlikely to help.

Version 2607 Build 20228.20124 includes general functionality and performance fixes, but its release notes do not list a Word-specific fix for this Copilot loading issue.

Submitting the report through Word** > Help > Send Feedback > Something isn’t **working, together with the console errors and affected CDN resources, was the appropriate next step. Please continue using Word for the web as a temporary workaround and install future Office updates when available.

Thank you again for adding this information. It is particularly helpful in showing that the issue may affect both ARM and x64 systems.

Answer 2

Zuhair Alzuhair 5

Hello Xavier and team,

Thank you so much for your support. My issue is resolved now. I have uninstalled Microsoft 365, downloaded Microsoft 365 ‘Default’ instead of 64bit. Installed it and it worked well!

Xavier-D 11,770 Reputation points Microsoft External Staff Moderator

2026-08-04T23:41:33.0566667+00:00

Hi Zuhair Alzuhair

I'm glad to hear that your issue has been resolved

Have a nice day.