Copilot not working

Open the updated Copilot experience directly with the same personal Microsoft account, update or install the current mobile app, and then run the connectivity troubleshooter because the failure occurs across Android, Windows, and the web.

1. Check the updated personal-account experience

Microsoft is moving personal accounts to an updated Copilot app and web experience. Web users are redirected automatically, while mobile users may need to update the app manually; Google Play may show Install or Get rather than Update when the new experience is delivered as a separate app.^1^

1. Close every Copilot window and force-close the Android app.
2. In a private or Incognito browser window, open copilot.com and sign in with the same personal Microsoft account.
3. If needed, open copilot.microsoft.com in that private window:
   • Redirected to copilot.com: the account has moved or is completing the move.
   • Remains on copilot.microsoft.com: continue using that address until the account moves.
4. In Google Play, search for Microsoft Copilot and select Update, Install, or Get, whichever is displayed.
5. Reopen Copilot and sign in with the same personal account.

The redirect test is specifically documented for personal accounts moving at different times, particularly when more than one personal account is used.^2^ A transition is therefore one possibility, not a confirmed cause of the loading screens.

2. Isolate a connectivity blocker

On Windows:

1. Open Start → Get Help.
2. Search for Copilot connectivity troubleshooter.
3. Run it and apply any recommended remedy.
4. Save or screenshot its findings.

This troubleshooter checks for firewall rules and other connection blockers.^3^

Also test once through a different network—for example, mobile data instead of Wi-Fi. If Copilot works there, investigate filtering on the original network, such as VPN, DNS filtering, proxy, firewall, or ad-blocking software. If it remains stuck on multiple networks and devices, the account session or account-side transition requires further investigation.

3. Repair the Windows app

If the browser starts working but the desktop app remains blank:

1. Open Settings → Apps → Installed apps.
2. Find Microsoft Copilot and select … → Advanced options.
3. Select Repair and reopen Copilot.
4. If it is still blank, return to the same page and select Reset. You may need to sign in again afterward.
5. If Reset fails, uninstall Copilot and reinstall it from Microsoft Store.

Repair and Reset are suggested procedures for a Copilot app that cannot complete sign-in or load its interface.^4^

4. Escalate an account-wide failure

If the same personal account still hangs on Android, Windows, and multiple browsers after the network test:

• If the Copilot menu opens, select … → Send feedback → Report a problem.
• If Copilot never loads far enough to display that menu, open the Windows Get Help app and request Microsoft Support after running the connectivity troubleshooter.
• Ask Support to investigate the personal account’s Copilot access and updated-app transition state.

Include:

• The personal-account email address in the private support request only.
• Approximate date and time the problem began.
• Android version and Windows version.
• Browser names tested.
• Screenshots of the blank screen, dancing squares, and “Working on it.”
• Results from Wi-Fi versus mobile data or another network.
• The Copilot connectivity troubleshooter results.

Microsoft’s reporting guidance specifically requests the start time, device and operating-system details, and a screenshot.^2^

References

1. Copilot App Updates for Personal, Work, and School Accounts | Microsoft Support
2. Troubleshoot Your Content in the Updated Copilot App | Microsoft Support
3. Copilot troubleshooters | Microsoft Support
4. Can't sign into copilot - Microsoft Q&A