Copilot Not Working

Fix Microsoft Copilot Stuck Loading and Redirecting

Maira Mehtab Sep 22, 2026 868 views

Question details

Users are experiencing a continuous loading loop and URL redirects when trying to access Microsoft Copilot, despite administrator accounts functioning normally.

Product: Microsoft Copilot
Device & OS: not provided
Scenario: A standard user or tenant attempts to access Microsoft Copilot but is caught in an infinite loading and URL redirect cycle across multiple devices.
Observed behavior: Copilot remains stuck on the loading screen and switches continuously between URLs. The issue is user-specific and persists across different devices, while admins are unaffected.

Before you start

Ensure you have access to an administrator account or IT support portal, as resolving user-specific identity and tenant redirect loops often requires backend access to Azure Active Directory and Microsoft 365 Admin Center.

Solution 1Recommended

Collect Diagnostic Data and Contact Microsoft Support

Because this redirect issue is specific to certain user profiles or tenant configurations, gathering network diagnostics and opening an official support request is the most reliable way to resolve the backend identity conflict.

Infinite redirect loops in Microsoft Copilot typically indicate a conflict in identity management, conditional access policies, or a licensing sync failure within your Microsoft 365 tenant.

Since the issue persists across devices but does not affect administrators, the root cause lies within specific user permissions or stale authentication tokens on the server side.

Document User and Session Details

Write down the affected usernames, the exact browser versions being used, and the timestamps of when the loading loop occurs.

Capture the Redirect URLs

Observe the address bar during the loading screen and note down the specific URLs the browser is switching between. Alternatively, use your browser's Developer Tools (F12) > Network tab to export a HAR (HTTP Archive) file while the loop is happening.

Review Conditional Access and Licensing

Log into the Microsoft Entra admin center with an administrator account. Check the 'Sign-in logs' for the affected user to see if any Conditional Access policies are blocking or looping their session, and ensure their Copilot license is properly assigned.

Submit a Support Request

Navigate to the Microsoft 365 Admin Center, click on 'Support' > 'Help & support', and open a new service request. Attach the collected HAR logs, URLs, and user details for the Microsoft engineering team to investigate the tenant-specific glitch.

Check Service Health First: Before submitting a ticket, check the 'Service health' dashboard in the Microsoft 365 Admin center to ensure there are no ongoing global outages affecting Microsoft Copilot.

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Frequently Asked Questions

Why is Microsoft Copilot stuck in a redirect loop?

A redirect loop often occurs when there is a conflict in authentication tokens, a glitch in Microsoft Entra ID (formerly Azure AD) conditional access policies, or a syncing issue with the user's assigned Copilot license.

Will clearing my browser cache fix the Copilot loading screen?

Sometimes. If the issue is caused by stale or corrupted authentication cookies on a single device, clearing the cache and cookies may resolve it. However, if the issue persists across multiple devices, it is likely a backend tenant issue.

Why does Copilot work for admins but not standard users?

Administrators often bypass certain strict Conditional Access policies or have different licensing profiles applied to their accounts. Standard users might be restricted by network rules or security policies that unintentionally cause an authentication loop.

Microsoft Copilot Issues