Microsoft Copilot not responding: How to troubleshoot AI tool when it stops working
Copilot, Microsoft’s AI assistant, has been hit by a major outage, but there are ways to troubleshoot it.
Customers have reported that the AI tool is not working and that they have been met with the message: 'Sorry, I wasn't able to respond to that, is there something else I can help with?'. It seems that the AI assistant has gone down for users in the UK.
Microsoft said in a post on X: "Upon an initial investigation, we've identified this issue may impact any user within the United Kingdom, or Europe, attempting to access Microsoft Copilot.
“Indications from service monitoring telemetry suggest an unexpected increase in traffic has resulted in impact. We're continuing to investigate further to determine the next steps required”.
While troubleshooting might not fix the problem amid an outage, these handy tricks might help if the AI assistant stops working again. Listed below are tips you can try.
Check Your Internet Connection
Copilot relies on a stable connection to Microsoft's Azure servers. Test by loading other services like Bing or Outlook. Fixes include:
- Restart your router/modem.
- Switch networks (e.g., Wi-Fi to mobile hotspot).
- Run Windows Network Troubleshooter: Settings > Network & Internet > Status > Network troubleshooter.
Verify Copilot Service Status
Microsoft doesn't have a dedicated Copilot status page, but check the Microsoft 365 Service Health Dashboard (admin.microsoft.com > Health > Service health) for outages affecting AI features. For Windows/Edge issues, visit downforeveryoneorjustme.com and enter copilot.microsoft.com.
Update Everything
Outdated software often causes crashes or unresponsiveness.
- Windows: Settings > Windows Update > Check for updates (install KB5031455 or later for Copilot support).
- Edge Browser: Menu > Help and feedback > About Microsoft Edge (auto-updates).
- Microsoft 365 Apps: File > Account > Update Options > Update Now.
- Restart your device after updates.
Sign Out and Back In
Authentication glitches can lock you out.
- Go to copilot.microsoft.com or your app, sign out of your Microsoft account, clear browser cache/cookies (in Edge: Settings > Privacy > Clear browsing data), then sign back in.
- For full reset: Sign out from all Microsoft services (e.g., Outlook, OneDrive) and re-authenticate.
Run Official Troubleshooters
Use Windows' built-in tools for quick diagnostics.
- Open the Get Help app (search in Start menu).For connectivity: Search "Copilot connectivity troubleshooter" and run it.
- For licensing (if Copilot icon is missing in apps): Search "Copilot License Troubleshooter."