Copilot buttons and Copilot Chat missing in Classic Outlook – existing profile remediation required

Question

Copilot buttons and Copilot Chat missing in Classic Outlook – existing profile remediation required

Onur Çatal (Pergo) 0

Hello,

We are experiencing an issue with Microsoft Copilot in Classic Outlook for Windows.

Copilot is working correctly in Outlook on the Web and other Microsoft 365 applications such as Excel. However, Copilot is completely missing from Classic Outlook.

The affected Outlook version/build is:

Microsoft Outlook Classic** Version 2608 **Build 16.0.20326.20072

Symptoms:

Copilot button is missing from the top-right area of Classic Outlook.

Copilot is missing from the Outlook application/navigation bar.

Copilot functionality works correctly in Outlook on the Web.

The Microsoft 365 Copilot license is assigned and working in other Microsoft 365 applications.

The issue appears to affect only Classic Outlook.

We are aware of Microsoft's currently documented known issue:

"Copilot buttons are missing in classic Outlook for Windows"

According to Microsoft's documentation, the issue may be related to Outlook being unable to locate the PR_PROFILE_USER_SMTP_EMAIL_ADDRESS_W MAPI property in the null profile section.

Microsoft currently suggests creating a new Outlook profile as one of the workarounds.

However, we do not want to create or migrate to a new Outlook profile.

We would like Microsoft Support to investigate whether the existing Outlook profile can be repaired or whether the missing MAPI property / Copilot configuration can be restored without recreating the Outlook profile.

Please advise whether there is:

A supported method to repair the affected MAPI profile property.

A registry, MAPI, or Outlook configuration remediation available.

A diagnostic tool or log collection procedure we can run on the affected machine.

A newer Outlook build containing a fix.

An internal fix/workaround available for this known issue that does not require creating a new Outlook profile.

We would prefer to troubleshoot and repair the existing Outlook profile rather than recreate it.

Thank you.

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Answer 1

Please note that this is the tr-tr forum. We kindly recommend posting your question in Turkisk so that more community members can assist you. Alternatively, you may consider posting in the en-us forum if you prefer to use English.

Hi @Onur Çatal (Pergo)

I understand that recreating the Outlook profile may not be a practical option in your environment. However, as this is a user-to-user support forum, can only provide guidance based on Microsoft’s publicly available documentation and cannot confirm whether Microsoft has an internal remediation for this issue.

Since you have already reviewed the documented known issueand would prefer to keep the existing Outlook profile, I recommend opening a support ticket with Microsoft for further investigation. Microsoft Support would be better positioned to determine whether there are any supported profile-level remediation options, additional diagnostics, newer fixes, or internal workarounds available that do not require recreating the Outlook profile.

For further instructions, you can follow this guide: Get support - Microsoft 365 admin | Microsoft Learn.