Microsoft 365 Copilot Something Went Wrong Please Try Again Error: Fix

You are working in a Microsoft 365 app like Word, Excel, or Teams. You type a prompt into Copilot. Instead of a response, you see a red error banner that reads: Something went wrong. Please try again. This error stops your workflow and can appear repeatedly even after retrying. The root cause is usually a temporary service disruption, a corrupted authentication token, or a strict network policy that blocks Copilot traffic.

This article explains why this error occurs in Copilot for Microsoft 365. You will learn the three most common causes and how to fix each one. The steps include clearing the Microsoft 365 cache, refreshing authentication, and checking network firewall rules.

After following the fixes below, you should be able to use Copilot without seeing the error message again.

Why Copilot Shows the "Something Went Wrong" Error

The error message Something went wrong. Please try again. is a generic response from Copilot. It means the service could not complete your request, but it does not tell you exactly why. There are three common technical causes:

1. Expired or Corrupted Authentication Token

Microsoft 365 uses a token-based authentication system. When your token expires or becomes corrupted, Copilot cannot verify your identity. The service then refuses the request and shows the error. This happens most often after a password change, a MFA prompt, or when you stay signed in for more than 24 hours without activity.

2. Network Security Rules Blocking Copilot Traffic

Many corporate networks use firewalls, proxy servers, or web filtering tools. If these tools block the domain copilot.microsoft.com or its subdomains, Copilot cannot reach its backend servers. The request times out or is rejected, and the app shows the generic error.

3. Temporary Service Outage on Microsoft's Side

Microsoft 365 Copilot depends on cloud services. A regional outage or a service update can cause the backend to be unavailable for a short period. In this case, the error is not caused by your device or network. It usually resolves within 30 to 60 minutes.

Steps to Fix the Copilot "Something Went Wrong" Error

Follow these methods in order. Test Copilot after each method before moving to the next one.

Method 1: Clear the Microsoft 365 Cache

1. Close all Microsoft 365 apps
   Close Word, Excel, PowerPoint, Outlook, Teams, and any other Microsoft 365 applications.
2. Open the cache folder
   Press Win + R, type %localappdata%\Microsoft\Office\16.0\OfficeFileCache, and press Enter.
3. Delete all files in the folder
   Select all files with Ctrl + A and press Delete. Confirm the deletion if prompted.
4. Restart the app and test Copilot
   Open Word or Teams. Type a prompt into Copilot. If the error is gone, no further steps are needed.

Method 2: Sign Out and Sign Back Into Microsoft 365

1. Open any Microsoft 365 app
   Launch Word, Excel, or Teams.
2. Sign out of your account
   Click your profile picture or initials in the top-right corner. Select Sign out or Sign out of all accounts.
3. Close the app completely
   Close all Microsoft 365 windows. Wait 30 seconds.
4. Open the app and sign back in
   Launch the app again. Click Sign in. Enter your work or school credentials. Complete any MFA challenge if prompted.
5. Test Copilot
   Type a prompt. If the error appears again, proceed to Method 3.

Method 3: Check Network Firewall and Proxy Settings

1. Contact your IT administrator
   Ask your IT team to verify that the following domains are allowed through your firewall and proxy:
   copilot.microsoft.com and all subdomains
   office.com and all subdomains
   microsoft.com and all subdomains
2. Test from a different network
   If possible, disconnect from your corporate VPN or Wi-Fi. Use a mobile hotspot or home network. Open Copilot again. If the error disappears, your corporate network is blocking the traffic.
3. Disable proxy settings temporarily
   Open Windows Settings. Go to Network & Internet > Proxy. Turn off Use a proxy server. Test Copilot. Re-enable the proxy after testing.

Method 4: Check Microsoft 365 Service Health

1. Open the Microsoft 365 admin center
   Go to admin.microsoft.com and sign in as a global admin or service support admin.
2. Go to Service Health
   In the left navigation, click Health > Service health.
3. Look for Copilot incidents
   Check the list for any advisory or incident labeled Microsoft 365 Copilot. If an incident is active, wait for Microsoft to resolve it. No action is needed on your side.

If Copilot Still Shows the Error After All Fixes

Copilot Works in One App but Not Another

This happens when a specific app has a corrupted add-in or an outdated version. Open the affected app, go to File > Account > Update Options > Update Now. After the update, restart the app.

Copilot Returns "Something Went Wrong" Only on Mobile

The Microsoft 365 mobile app may have a cached token that is different from the desktop version. Go to the mobile app's settings, tap Account, and select Sign out. Close the app, reopen it, and sign in again.

Error Appears Every Time You Switch Documents

This indicates a licensing issue. Verify that your Microsoft 365 subscription includes Copilot. Go to File > Account and check the subscription name. If it says Microsoft 365 E3 or E5 without the Copilot add-on, you do not have a Copilot license. Contact your IT admin to assign the correct license.

Copilot "Something Went Wrong" Error vs Other Copilot Errors

Item	"Something Went Wrong" Error	"Copilot Is Unavailable" Error
Description	Generic error after a prompt is sent	Copilot button is grayed out or missing
Root Cause	Token expiry, network block, or service outage	License not assigned, outdated app, or disabled by admin policy
Primary Fix	Clear cache, sign out/in, check firewall	Verify license assignment in admin center
Typical User Action	Retry, then follow cache and sign-out steps	Contact IT admin to enable Copilot

The Something went wrong error is a transient failure that often resolves after clearing cached data or refreshing your sign-in session. The Copilot is unavailable error requires a license change or an admin policy adjustment. If you see the unavailable error instead, skip the cache steps and go directly to your Microsoft 365 admin center to check licensing.

You now know the three main causes of the Copilot "Something went wrong" error: expired tokens, network blocks, and service outages. Start by clearing the Office file cache and signing out of your account. If the error persists, verify your network allows copilot.microsoft.com traffic. For persistent issues, check the Microsoft 365 service health dashboard for active incidents. As a final step, ensure your Copilot license is active by reviewing File > Account in any Microsoft 365 app.