File upload failure to Copilot

Question

Lucas Jordaan 0

Error message: "Unexpected error occurred. Please try again later."

Environment: Microsoft 365 Copilot in browser (m365.cloud.microsoft)

Account type: Personal Microsoft account

File types affected: PDF and DOCX

Browsers tested: Chrome and Safari

Result: Same error in all cases.

0 comments

1 answer

Answer 1

@Lucas Jordaan Based on the error and context, you could try some steps below to solve this issue:

Force a full account refresh:
- Quick Test: Ask the user to open a Private or Incognito browser window, log into Office.com, and try using Copilot there. If it works, the problem is with their browser's cache or cookies.
  - Full Refresh: If the quick test fails, have the user sign out completely from their Microsoft 365 account in their browser and all desktop Office apps (Word, Teams, etc.). Then, close all applications, restart the browser, and sign back in.
  1. If the license appears correct, re-applying it may fix provisioning issues on Microsoft's backend:
    - An administrator must go to the Microsoft 365 admin center.
      - Navigate to Users > Active users and select the affected user.
        
        Go to the Licenses and apps tab.
        
        Uncheck the box for the "Copilot for Microsoft 365" license and click Save changes.
        
        Wait 5-10 minutes.
        
        Re-check the box for the Copilot license and click Save changes again.
        
        Ask the user to sign out and sign back in after about 15 minutes.

I hope this could help. If you have any further issues, we are happy to assist. if this help you please mark this as solution accepted