Copilot is running significantly slow and cuts out.

Run the Copilot connectivity troubleshooter first, because the same failure occurs in the Windows apps and on the web for only your account, making an app-only repair unlikely to resolve the full issue.

1. Run the supported connectivity diagnostic

1. Open Start → Get Help.
2. Search for Copilot connectivity troubleshooter.
3. Start the troubleshooter and apply any recommended remediation.
4. Save or screenshot its findings for your administrator or Microsoft Support.

The diagnostic checks for firewall rules and other connection blockers affecting Copilot. ^1^

Do not keep selecting Try again; you have already established that retries do not resolve the failure.

2. Separate an account problem from a network problem

Perform these two tests:

1. Same account, different network: connect the Windows device temporarily to another trusted connection, such as a mobile hotspot, and test Copilot on the web.
2. Same account, different device: sign in to Copilot on another device and network.

Interpret the result:

• Works on another network: ask IT to inspect the original network’s proxy, firewall, TLS inspection, or secure web gateway.
• Fails everywhere for your account: proceed to the account/service-plan checks below.
• Web starts working but the Windows app still fails: repair the local app as described in step 4.

Copilot requires Microsoft 365 and Copilot endpoints, including *.cloud.microsoft, and secure WebSocket connectivity to *.office.com, *.cloud.microsoft, and copilot.cloud.microsoft. TLS inspection, blocked WebSockets, or aggressive proxy timeouts can interrupt Copilot responses. Microsoft also provides a Copilot connectivity test linked from its requirements page. ^2^

If the first test identifies the corporate network as the issue, provide that page to the network administrator. They should verify:

• *.cloud.microsoft is allowed rather than permitting only selected subdomains.
• Secure WebSockets are not blocked.
• TLS inspection is not interfering with the connection.
• Proxy session timeouts are not cutting off long responses.
• Required Microsoft 365 and Copilot endpoints are allowed.

3. Have the Microsoft 365 administrator check your account

Because no other organizational users are affected, the administrator should check both tenant health and your individual Copilot service plans.

1. In Microsoft 365 admin center → Health → Service health, check for an active Copilot advisory matching the failure timestamps. The public status page does not expose enough tenant-specific detail to confirm whether your organization is affected. ^3^
2. Sign in as an AI Administrator.
3. Go to Support → Help and support.
4. Enter copilot missing.
5. Select Run diagnostics, enter the affected user, and run the test.

The result lists the Copilot service plans assigned to that account. If a required plan is missing, assign it. If the admin center shows a plan assigned but the diagnostic does not, Microsoft documents disabling that service plan, saving, re-enabling it, and rerunning the diagnostic to correct synchronization. ^4^

That re-enable operation should only be used when the diagnostic and assigned-service-plan views disagree—not as a general reset.

4. Repair only the remaining Windows-app failure

If Copilot works on the web after the preceding checks but the Windows app remains slow:

1. Open Start → Settings → Apps → Installed apps.
2. Find Copilot or Microsoft 365 Copilot.
3. Select More options → Advanced options → Repair.
4. Test the app.
5. If Repair does not help, use Reset.

Reset may remove local app data and preferences. Windows documents Repair as the non-destructive first choice and Reset as the fallback. ^5^

5. Escalate with diagnostics if it still fails everywhere

Ask the administrator to submit a diagnostic package:

1. Microsoft 365 admin center → Copilot → Settings.
2. Open Other settings → Copilot diagnostics logs.
3. Select the affected user, review the collected information, add the failure details, and submit it.

These submissions can contain prompts, responses, relevant content samples, and logs, so review the package before sending it. ^6^

Include:

• Exact local time and time zone for several failures.
• The message: “Oops! Something happened. Can you try again?”
• Windows app and browser versions.
• Whether the alternate-network and alternate-device tests succeeded.
• Connectivity troubleshooter results.
• Service-plan diagnostic results.
• Approximate latency before each cutoff.

References

1. Copilot troubleshooters | Microsoft Support
2. Microsoft Copilot requirements
3. Microsoft service health status
4. Microsoft Copilot service plan diagnostic tool and service plans for IT admins
5. [Windows 11](https://support.microsoft.com/windows/apps/repair-apps-and-programs-in-windows#summary)
6. Configure Microsoft Copilot settings in the Microsoft 365 admin center