Copilot is keep crashing

Question

I am trying to help a user, and her Copilot keeps crashing. I have tried clearing caches and did all the steps provided. Uninstalled and installed 3 times, but no change. Copilot 365 app keeps crashing, but I did the same install for my laptop, and it's working fine with no issues. [moved from Microsoft Copilot | Microsoft 365 Copilot | Development]

Answer 1

Hi Rahila Shah,

I understand how frustrating this must be, especially since you have already cleared the cache and reinstalled the Microsoft 365 Copilot app three times without any improvement.

Since the same installation works correctly on your laptop, the issue may be specific to the affected user’s Windows environment, profile, or organization-managed settings. Before making any further changes, could you confirm:

• Does the app crash immediately after launch, or only after the user signs in or performs a particular action?
• Which Windows version and Microsoft 365 Copilot app version are installed?
• Does Copilot work for the affected user through Microsoft 365 Copilot on the web using the same account?
• Is the affected computer managed by an organization?

Please also try the following on the affected device:

• Install all pending Windows updates, then open Microsoft Store > Library and update all available apps.
• Make sure Microsoft Edge and Microsoft Edge WebView2 Runtime are up to date.
• Open the Get Help app, search for Copilot connectivity troubleshooter, and follow its recommendations.
• Temporarily test without a VPN or proxy, if permitted by the organization.

If this is an organization-managed device, the IT administrator should also review Microsoft 365 Service Health and check whether endpoint security, firewall, proxy, or device policies are interfering with Copilot. If the issue continues, please contact Microsoft Support and provide the Windows version, Copilot app version, crash time, Event Viewer details, and confirmation of whether the web version works.

Please note that this is a user-to-user support forum. Moderators and contributors cannot directly access the affected device, account, organizational settings, or back-end diagnostic information.

I hope these checks help narrow down what is causing the crash. Thank you so much for your understanding.     

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