Copilot Stopped Working for User

Question

Copilot Stopped Working for User

Kevin 0

I have had a user who's Microsoft 365 Copilot hasn't returned an answer in 3 months...

After any question posed, it only returns "Copilot - Oops! Something happened. Can you try again?"

I have logged the same user into multiple computers and the issue follows his account. So I am inclined to believe this is not computer specific but account specific. This is the only user in the whole company with this issue.

The user has a "M365 Copilot (Basic)" licence which it displays in the bottom left of Copilot.

I have tried both troubleshooting tools and also gone through quite a few forum suggestions, feel like I have tried almost everything.

Any help would be greatly appreciated.

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1 answer

Your answer

Answer 1

Emma1-N 10,135 Microsoft External Staff Moderator

Welcome Kevin,

I understand how frustrating it can be when one user has been unable to use Microsoft 365 Copilot for several months and consistently receives the message "Copilot - Oops! Something happened. Can you try again?", while the issue follows the user account across multiple devices.

Before proceeding, could you clarify:

Have you tested whether the affected user experiences the same issue when accessing Copilot from the Microsoft 365 web portal instead of the desktop application?
Does the issue occur with all Copilot experiences available to the user, or only within a specific application?

In the meantime, you can try these workaround steps below to troubleshoot the issue:

Option 1: Check account sign-in status

Sign out of all Microsoft 365 applications
Clear cached credentials from Windows Credential Manager
Sign in again and test Copilot

Option 2: Reset the Copilot app (Windows)

Press Start, search for Copilot
Right-click Copilot > App settings
Scroll to the Reset section > Reset
Check whether Copilot now returns answers

Option 3: Uninstall + reinstall the Copilot app

Go back to App settings
Choose Uninstall
Reinstall Copilot from the Microsoft Store
(If possible) pin it to the taskbar after reinstal

Option 4: Test the user account in a private browser session

Open an InPrivate or Incognito window
Sign in to Microsoft 365 and test Copilot

I hope the steps above help you deal with your issue.

If the answer is helpful, please click "Yes". If you have extra questions about this answer, please click "Comment".

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Kevin 0 Reputation points

2026-08-04T08:36:27.1766667+00:00
Hi Emma, thank you for your reply. I will answer your questions directly below;

Have you tested whether the affected user experiences the same issue when accessing Copilot from the Microsoft 365 web portal instead of the desktop application? Yes, sorry. I forgot to add even through a browser on the portal and not through the application is also affecting the user. Same error message appears.

Does the issue occur with all Copilot experiences available to the user, or only within a specific application? As far as I am aware this is affecting all Copilot experiences, across multiple devices with Copilot not working for the user.

Also, following all your 4 options there seems to be no success unfortunately. Still replies, "Oops! Something happened. Can you try again?"

Anything further I could possibly try?
Emma1-N 10,135 Reputation points Microsoft External Staff Moderator

2026-08-05T07:54:51.0166667+00:00
Hello Kevin,

I sincerely apologize that the steps I suggested were not able to help you resolve the issue.

For faster and more specialized assistance, I kindly recommend reaching out to Live Chat Support. Support agents are available to help you troubleshoot the issue in real time and provide more in‑depth guidance. Please follow the steps below to connect with Live Chat Support.

Visit the Microsoft Support contact page: Contact - Microsoft Support

In the search bar provided on the page, type "Copilot stop working for user" and press Enter.

Click on the "Get Help" button that appears.

Scroll down the page until you see and click on the "Contact Support" option.

When prompted to select your product or service, choose "Other Products".

For the category, choose "Microsoft 365 and office".

Look for and click on "Chat with a support agent in your web browser".

When prompted, provide a valid contact email where Microsoft can reach you regarding your case.

Explain your situation clearly: Be concise but provide all the relevant details.

Disclaimer: Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas.