When you use Copilot in Word, you might see the message:
“Sorry, something went wrong. Please try again in a few minutes.”
This message can be confusing, especially if Copilot Chat still works in the right‑hand Copilot panel but not inside application itself. The good news is that this message is usually temporary and does not mean you did anything wrong.
What this message means
This is Copilot’s generic error message. It appears when Copilot cannot complete a request at that moment.
In many cases:
The service is busy or temporarily unavailable
There is a connection or sign‑in issue
Copilot cannot access the information you are looking for
Steps to take
Follow these steps in order. Most issues are resolved before the last step.
1. Wait a few minutes and try again
Temporary service issues often resolve quickly.
Wait two to five minutes
Try the same prompt again
Check whether colleagues are seeing similar behaviour
If it works after waiting, no further action is needed.
2. Check your internet connection
Copilot relies on cloud services.
Make sure your connection is stable
If you are on a VPN, try turning it off and on again
If possible, switch to another network and retry
Unstable connections can cause this error, especially with longer prompts.
3. Sign out and back in
Sign‑in issues can prevent Copilot from completing requests.
Sign out of Microsoft 365
Close Word completely
Sign back in and reopen Word
This refreshes your access and often fixes the issue.
4. Try a simple prompt
This helps identify whether the issue is with the service or your request.
Try a short prompt, for example:
“Write a one‑sentence summary of this document.”
If this works, the issue may be related to the original prompt or document context.
5. Check the document context
Copilot needs access to the content you are asking about.
Make sure the document is saved to OneDrive or SharePoint
Confirm you have permission to edit the document
Check that the document is not restricted by sensitivity labels
If needed, try copying a short section of text into the prompt.
6. Try another browser or app
Browser settings or extensions can interfere with Copilot.
Try using Microsoft Edge or Chrome
Open Word in a private or incognito window
Disable ad blockers or privacy extensions temporarily
If it works in another browser, the issue is likely browser‑related.
What we may need from you
If the problem continues, please help us investigate by confirming:
That you have an active Copilot licence and can see the Copilot icon in Word, PowerPoint, and Excel
Confirm which browser you are using
Send a full‑screen screenshot of the application showing the Copilot area
A screenshot of:
The error message in the application
The prompt working in the right‑hand Copilot panel
If possible, include the URL in the screenshot.
If you cannot upload screenshots with your question, please email them to
support@cognician.com
Helpful to know
This error is often temporary
It does not usually indicate a problem with your account
Copilot working in one place but not another points to context or access issues. It does not mean the prompt is incorrect.