Co-Pilot has stopped working

Check your organization’s Microsoft 365 Service health dashboard before changing Copilot or Office settings; the reported wider outage may be related, but only the tenant-specific dashboard can confirm whether your users are affected.

Verify whether this is a Microsoft service incident

1. Sign in to the Microsoft 365 admin center with a Service Support admin, Helpdesk admin, or another applicable administrator account.
2. Select Health → Service health.
3. Under Active issues Microsoft is working on, look for an incident or advisory affecting:
   • Microsoft 365 Copilot
   • Microsoft Teams
   • Exchange Online or Outlook
   • Microsoft 365 apps
4. Open the issue and compare its User impact with your symptom. Review All updates for mitigation instructions and restoration status. Microsoft distinguishes a service degradation from a service interruption and posts recovery updates there.^1^

If a matching incident appears, monitor that entry and retest Copilot after Microsoft marks the service as restored. As a precaution, avoid unnecessary license or application changes while the matching incident remains active.

If you do not have admin access, ask your Microsoft 365 administrator to check Health → Service health. If the admin center itself is unavailable, use the public service status page.

If no matching incident is listed

Run the supported Copilot diagnostics on an affected Windows computer:

1. Open the Get Help app.
2. Search for Copilot connectivity troubleshooter if Copilot opens but cannot connect.
3. Search for Copilot License Troubleshooter if the Copilot icon or licensed features are missing.
4. Follow the suggested remedy shown in the results.^2^

For an organization-managed license, an administrator should also run the Microsoft Copilot service-plan diagnostic. If the admin center shows the plan as assigned but the diagnostic does not:

1. Open the affected user in the Microsoft 365 admin center.
2. Clear the relevant Copilot service plan and save.
3. Re-enable that service plan and save again.
4. Rerun the diagnostic and verify that it now detects the plan.^3^

Only perform this reassignment when the diagnostic identifies that synchronization problem—not while a matching service incident explains the failure.

If Microsoft has no incident and diagnostics find nothing

In Health → Service health, select Report an issue and provide:

• The affected application: Teams, Outlook, Word, Copilot Chat, and so on
• Whether all users or only specific users are affected
• The exact error text and timestamp
• Whether Copilot works in another client, such as the web application

The report appears under Reported issues, and Microsoft can correlate it with reports from other organizations.^1^

References

1. How to check Microsoft 365 service health
2. Copilot troubleshooters | Microsoft Support
3. Microsoft Copilot service plan diagnostic tool and service plans for IT admins