Copilot Unresponsive or Detached?

Scott Redfern 0 Reputation points
2026-10-21T19:35:48.67+00:00

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!

Microsoft Copilot | Windows Copilot | App
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  1. Vikki-T 12,520 Reputation points Microsoft External Staff Moderator
    2026-10-22T08:13:05.1933333+00:00

    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.

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  2. AI answer

    2026-10-21T19:36:50.0033333+00:00

    Reset the Copilot app’s local state on the affected laptop; your working browser history shows that the account data still exists, while “Personal” is the correct account-category label for Microsoft 365 Family users, not evidence that the subscription is detached.^1^

    Reset the local app state

    Since rebooting, signing out/in, and reinstalling did not help, do not repeat those steps.

    1. Close Copilot.
    2. Open Start → Settings → Apps → Installed apps.
    3. Find Copilot, select … → Advanced options.
    4. Select Terminate, then Repair if available.
    5. Open Copilot and test whether:
      • Your avatar appears.
      • The chat list loads.
      • A short test prompt can be submitted.
    6. If it remains unresponsive, return to Advanced options and select Reset. Windows documents Reset as the next step when Repair is unavailable or ineffective.^2^
    7. Reopen Copilot and sign in with the exact personal Microsoft account whose history is visible in the browser.

    Resetting removes the app’s local data and sign-in state. It does not mean deleting Copilot activity history from the Microsoft account; avoid deleting that history while troubleshooting.

    Account and history interpretation

    Microsoft 365 Family belongs to the personal-account experience, so Personal beside the profile is expected. The app uses “Personal” versus “Work” to distinguish a Microsoft personal account from a Microsoft Entra work or school account; it does not display the subscription name there.^1^

    Microsoft also documents an updated Copilot rollout in which:

    • Chats and content move automatically.
    • Migration and cross-device synchronization can take time.
    • Some functionality may be temporarily unavailable during rollout.
    • Different devices can temporarily show different chat content.^3^

    Because the same history is visible in the browser and on another computer, there is no indication that the conversations were deleted. Continue using the browser while the affected app session is repaired or finishes updating.

    If Reset does not fix it

    Report the failure from the affected Copilot app:

    1. Select … in the upper-right corner.
    2. Select Send feedback → Report a problem.
    3. Include:
      • When the problem began.
      • Windows 11 version.
      • Copilot app version, if displayed.
      • A screenshot showing the absent avatar/history.
      • The fact that typing works but submission does not.
      • The fact that the same account works in a browser and on another Windows 11 device.
      • That sign-out/in, reboot, reinstall, Repair, and Reset have already been completed.

    This is Microsoft’s documented escalation path for problems in the updated Copilot app.^3^

    For direct troubleshooting rather than a bug report, open the Windows Get Help app or Microsoft Support. Feedback Hub is appropriate for reporting unexpected behavior, but Microsoft distinguishes it from Get Help, which is intended for immediate assistance.^4^

    References

    1. Get started with the Microsoft Copilot app | Microsoft Support
    2. [Windows 11](https://support.microsoft.com/windows/apps/repair-apps-and-programs-in-windows#summary)
    3. Troubleshoot Your Content in the Updated Copilot App | Microsoft Support
    4. Send feedback to Microsoft with the Feedback Hub app | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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