Custom Summary Issue

Question

Custom Summary Issue

Julio Cesar Reitor 5

I´m able to create Custom Summary templates on MS teams. I can preview the results. I save and apply and when I try to execute i get this: We couldn't load custom AI summary. Something went wrong. Try again. If I edit my Custom Summary template, I do not see anything under: Describe your summary format. It seems MS Teams is not saving the prompt. Could you please help?

Julio Cesar Reitor 5 Reputation points

2026-10-14T21:27:33.86+00:00

I am using MS365 Copilot Premium license.

4 answers

Your answer

Julio Cesar Reitor 5 Reputation points

2026-10-14T21:27:33.86+00:00

I am using MS365 Copilot Premium license.

Answer 1

Hi Julio,

Welcome to the Microsoft Q&A forum.

Based on your description, after saving and applying the template, you tried to use it but received the following error message:

“We couldn't load the custom AI summary. Something went wrong. Please try again.”

In this case, please check and try the following steps:

Check whether the issue continues to occur when you use Teams on the web.
Try clearing the Teams cache.

You can refer to the following article for instructions on how to clear the cache in New Teams:

Clear the Teams client cache - Microsoft Teams | Microsoft Learn

If the two steps above do not resolve the issue, I recommend contacting Microsoft Technical Support so that they can investigate the issue further.

To create a support request with the technical support team, you can refer to the following article:

Get support - Microsoft 365 admin | Microsoft Learn

I hope this information is helpful.

If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

If the answer is helpful, please click "Yes" and kindly upvote it.

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Answer 2

Julio Cesar Reitor 5

Thanks for your prompt reply. I checked and the issue does not continue to occur when you use Teams on the web. Should I try to clear cache now? Will I lose all my chats if I do that?

Ryan-N 16,420 Reputation points Microsoft External Staff Moderator

2026-10-14T22:09:16.13+00:00

Hi Julio,

Thank you for your response.

If the issue only occurs in the Teams desktop application and does not occur on the web version, I recommend clearing the Teams app cache. The issue may be related to synchronization problems, outdated data stored in the cache, or settings within the application.

Clearing the cache will not cause you to lose your information or conversations.

Additionally, if clearing the cache does not resolve the issue, I recommend uninstalling Teams, then downloading and reinstalling the application to refresh it.

If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.
Julio Cesar Reitor 5 Reputation points

2026-10-15T16:18:51.4366667+00:00

Ryan, thanks again for helping. I did clear the cache, but the issue is still the same. I´ll try to uninstall/install now.
Ryan-N 16,420 Reputation points Microsoft External Staff Moderator

2026-10-15T18:48:03.1266667+00:00

Hi Julio,

Thank you for your response.

I would like to follow up and ask whether reinstalling has helped resolve your issue.

I look forward to hearing from you.
Julio Cesar Reitor 5 Reputation points

2026-10-15T18:53:15.3133333+00:00

Unfortunately not. Any other idea I could try?
Ryan-N 16,420 Reputation points Microsoft External Staff Moderator

2026-10-15T19:02:02.6766667+00:00

Thank you for your response.

Since the issue does not occur when you use Teams on the web, and clearing the cache and reinstalling the application did not resolve the issue, it is very likely that the problem is related to the Teams desktop application itself rather than a specific setting on your account.

In this case, I recommend reporting the issue directly to the Microsoft Teams team so that they can become aware of it and investigate it further.

You can do so by following these steps:

Settings > Feedback > Report a problem

If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.
Julio Cesar Reitor 5 Reputation points

2026-10-15T19:06:43.16+00:00

I just did. Thanks a lot for all your guidance.
williadd 0 Reputation points

2026-10-15T19:30:02.2433333+00:00

I updated my working version to the latest version of the Teams desktop app and now I have the problem also. Web version works fine. I can create the template in the desktop app, and it will show up in the web version, but I am unable to pull up the saved template in the desktop app.
Ryan-N 16,420 Reputation points Microsoft External Staff Moderator

2026-10-15T19:34:19.57+00:00

Hi williadd,

Thank you for sharing this information.

As I mentioned above, since the issue does not occur when you use the Teams web version and only occurs in the Teams desktop application, it is very likely that the issue is related to the Teams desktop app itself.

At the same time, in this same thread, I noticed that several other users are experiencing a similar issue.

Therefore, I recommend that you report this issue to the Microsoft Teams team so that they can become aware of it and investigate it as soon as possible.

Settings > Feedback > Report a problem

Answer 3

Adeline CARRERA 5

Same problem for several users on our side also, since yesterday.

Works fine in Teams online. Notihing has changed after a Teams clear cache.

0 comments

Answer 4

Tom Rogers 0

We've had similar issues with custom summaries in recap and used the clear cache instructions shared, seems to be working for us now. Interim measure was to login to teams in the browser to access them.

williadd 0 Reputation points

2026-10-16T12:22:37.53+00:00

Tom,

Could you please tell us which version of the Teams Desktop App you are using?

Thank you
Tom Rogers 0 Reputation points

2026-10-16T14:07:33.4733333+00:00

My version is 26260.1717.5229.7049
I am also on the early access/public preview

I can see an update is available too, so will apply that too.
Julio Cesar Reitor 5 Reputation points

2026-10-16T14:37:02.58+00:00

My version is 26260.1717.5229.7049 too. Let met know if the new update will fix the problem please.