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First, identify where Copilot is failing: the Windows app, copilot.com, a mobile or macOS app, or a Microsoft 365 app. Then try Copilot on another supported surface. If it works there, focus on the original app or browser; if it fails across surfaces, check your account and connection before treating it as a client-specific problem.
Use the steps below for the symptom you have. Microsoft’s guidance covers several Copilot experiences, and account eligibility can differ by product and organization.
1. Identify the Copilot app or service that is failing
Copilot is available through different apps and the web. Microsoft’s Windows Copilot app guidance and Copilot in Windows access guidance describe ways to use Copilot; Microsoft also provides Copilot through supported Microsoft apps.
- Windows app: Check Start or the taskbar for Copilot. If it is not installed, Microsoft directs users to download it from Microsoft Store, open it, and sign in.
- Browser: Open copilot.com and refresh if it is already open.
- Mobile or macOS app: Close and reopen the app, then see whether Copilot works in another supported surface.
- Microsoft 365 app: If Copilot itself opens but its icon is missing in an app where you expect it, use the license-specific check below.
Testing another surface is a diagnostic, not a guaranteed fix. A working browser session, for example, points attention toward the Windows app or its configuration; failure everywhere may involve the account or connection.
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2. Check the account you are using
Microsoft’s support pages describe Windows account requirements differently. Its getting-started guidance says the Windows app requires a personal Microsoft account, while its Windows access page also discusses work or school accounts and Copilot Chat experiences. Because the guidance varies by experience, check which account is signed in rather than assuming every Windows setup accepts the same account type.
On a work- or school-managed device, follow your organization’s configuration and account policies. If Copilot will not respond after sign-in, try the same account on another supported surface to help separate an app problem from an account or access issue.
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3. Restart the app or refresh the page
- In an app: Quit Copilot completely, then reopen it.
- On the web: Refresh the Copilot page. If it remains unresponsive, close the page and open copilot.com again.
Microsoft lists restarting the app or refreshing the page among its steps for issues with the updated personal Copilot app and content that does not appear. See Microsoft’s updated Copilot app troubleshooting guidance.
4. Run the Windows connectivity troubleshooter
If Copilot opens but cannot connect or respond, use the Windows Get Help app to check for connection blockers:
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- Open Get Help in Windows.
- Search for Copilot connectivity troubleshooter.
- Run the troubleshooter and follow its prompts.
Microsoft says this troubleshooter checks “firewall rules or other blockers to your connection.” Its Copilot troubleshooters article describes the diagnostic. The check can identify blockers, but Microsoft does not promise that it resolves every connection failure.
5. Check for missing content or ongoing migration
If the updated personal Copilot app opens but chats or other content are missing, first restart the app or refresh the page. Microsoft says the updated app may still be moving chats and content; timing varies with the amount and type of content, and the support guidance gives no fixed wait time. Follow any instructions shown in the app and try again later. See Microsoft’s updated Copilot app troubleshooting guidance.
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6. Use the license troubleshooter for a missing Microsoft 365 Copilot icon
If you have a license but Copilot’s icon is absent from an eligible Microsoft 365 application, this is different from Copilot failing to launch or connect. In Windows, open Get Help, search for Copilot License Troubleshooter, and follow the prompts. Microsoft documents this separate diagnostic in its Copilot troubleshooters article.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.7. Report a problem that persists
For a persistent issue in the updated personal Copilot app, Microsoft’s feedback path is ellipsis > Send feedback > Report a problem. Include when the issue began, your device, operating system, and a screenshot. Those details help describe the failure; the support guidance does not provide a guaranteed response or resolution time. See Microsoft’s updated Copilot app troubleshooting guidance.
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