Copilot Unresponsive or Detached?

Question

Copilot Unresponsive or Detached?

Scott Redfern 10

I'm trying to use Copilot on my Windows 11 laptop and it's not working. I have a Family M365 subscription and use Copilot regularly, including yesterday. Today when I open the app, I have no chat history and I should have a significant list. When I try to start a chat, I can type in text, but cannot submit it.

I've tried using Copilot from a browser on that laptop logged into the same account. It works fine and I can see my history. I can also use it fine on my other Windows 11 workstation logged into the same account without issue and can see my history fine.

I have already tried rebooting, logging out of Windows, and logging out of Copilot and logging back in again. I even tried the nuclear option and deinstalled/reinstalled it from the Microsoft Store. It looks like I'm logged into Copilot with my account, but it's not showing my icon in the lower left of the Copilot window, and it shows as "Personal" instead of "M365 Family" for the account type like it shows on my other system.

It makes no sense, please help!

0 comments

1 answer

Your answer

Answer 1

Vikki-T 13,860 Microsoft External Staff Moderator

Hello Scott Redfern,

I understand how confusing this must be, especially since Copilot was working normally on the same laptop until today.

The fact that your conversations are still visible in the browser and on your other Windows 11 computer is reassuring. It indicates that the chat history remains associated with your account, while the problem appears to be limited to the Copilot app session on this particular laptop.

Also, seeing Personal does not mean that your Microsoft 365 Family subscription has been detached. In this context, Copilot uses Personal to distinguish a personal Microsoft account from a work or school account.

Since you have already reinstalled the app and signed out and back in, could you check the Copilot app version under Settings > Apps > Installed apps > Copilot > Advanced options, as well as the Windows version shown under Settings > System > About? Please also let me know whether selecting the Send button does nothing at all or displays an error message.

If the app still cannot submit prompts, please report the issue from Copilot by selecting … > Send feedback > Report a problem. Include the app version, Windows version, a screenshot, and mention that the same account works correctly in the browser and on another Windows 11 device. Those details can help Microsoft identify that the failure is isolated to the desktop app on this device.

In the meantime, you can continue using Copilot in the browser, where your chat history remains available. Thank you so much for your understanding.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Scott Redfern 10 Reputation points

2026-10-22T20:40:30.6+00:00

Hi Vikki, When I click on send, there are no errors, it just does nothing. Copilot version is 156.0.4314.42 / Win 11 Home version is 26H2 build 26300.9711. BTW: The AI answer below wasn't useful / didn't fix the problem.

A few updates... now my other system has the same problem, and Copilot is both unresponsive and doesn't show my history. App version on that system is different 155.0.4283.62 / but Windows version is the same Win 1126H2 build 26300.9711

Using the browser version still works fine.

I tried to submit a problem, but Copilot just hangs after I type everything in and hit submit (see attached screenshot). Is there a way to submit a problem without using the app itself?

The apps on both of my systems seem totally F'd up.

Thanks so much for your help!
Vikki-T 13,860 Reputation points Microsoft External Staff Moderator

2026-10-23T08:50:08.2933333+00:00

Hello Scott Redfern,

Thank you for the update. I’m sorry the same problem has now affected your second computer as well.

Because Copilot works normally in the browser but both Windows apps fail to load the history or submit prompts, this no longer appears to be an isolated issue with one installation. Since you have already completed the previous troubleshooting, I do not want to ask you to repeat those steps.

If the Copilot app also freezes when you try to send feedback, please open the Windows Get Help app and search for Copilot app not responding or Contact support. You can also reach Microsoft Support through Contact Microsoft Support.

Please provide Support with both Copilot app versions, Windows 11 Home 26H2 build 26300.9711, and explain that the problem occurs on two computers while the same account continues to work normally in the browser.

As this is a user-to-user support forum, moderators and contributors cannot access diagnostic information or investigate the back-end service directly. For now, please continue using the browser version as a workaround, since your history remains available there. Thank you so much for your cooperation.
Wareerat Umnajvijit 0 Reputation points

2026-11-09T11:40:14.9733333+00:00

I think I get the same issue here in my laptop. The problem occur with only my main account while using only Copilot app in window. I can use another account fine in this window app and I can use this main account in other platforms (web and app on ios) I try everything to fix it: sign out/in, un/reinstall, update, remove some credential-i-dont-know-what (which AI suggested me to try). I also contact support via live chat and allow remote access for two consecutive day. In the end, they tell me to use web-app instead and ignore that problem in app….
Vikki-T 13,860 Reputation points Microsoft External Staff Moderator

2026-11-10T13:35:28.6666667+00:00

Hi Wareerat Umnajvijit,

Thank you for sharing your experience. I’m sorry that you went through so much troubleshooting without resolving the issue.

Since this is a user-to-user support forum, I cannot access account diagnostics or investigate the Copilot app’s back-end behavior. Your findings are still helpful, particularly that the affected account works on the web and iOS, while another account works in the same Windows app. Other users experiencing the same issue may find this information useful and should take your experience into account before repeating the same extensive troubleshooting.

For now, using the web version appears to be the most practical workaround.