Microsoft 365 Alert – Service Degradation – Microsoft 365 for the web – Users may be unable to intermittently “Create a Copy” of files in Microsoft 365 for the web apps – RESOLVED

23/12/2025 09:10:00 AM

NHSmail Reference: INC46711205

Microsoft Reference: OO1202986

Issue Status: RESOLVED

Issue Description: Users may be unable to intermittently “Create a Copy” of files in Microsoft 365 for the web apps.

More info: This issue specifically affects use of the create a copy online function and choosing a location that differs from the default location. Users encounter an error that states, “Copy could not be created…There was a problem creating a copy of this file. Please try again in some time.” Impact is intermittent and retries may be successful.

To avoid this issue, users can access Microsoft OneDrive and navigate to the files list, then click “Copy to” to create a copy; but if users open a file as a Word document and attempt to create a copy from it, it may fail.

Final Status: 29/12/2025 16:50:00 PM – Microsoft has confirmed that deployment of the Microsoft PowerPoint fix is complete, and their monitoring shows no further occurrences of the issue. Users who are running an older version of the application may still experience the issue; restarting PowerPoint will ensure they receive the updated build that contains the fix.

Scope of impact: Some users that are using the “Create a Copy” function in Microsoft 365 for the web apps may be intermittently impacted. This information may be updated as our investigation continues.

Root cause: A recent deployment to the Word web experience introduced a compatibility issue between various Microsoft 365 for the web apps and is preventing the “Create a Copy” functionality from working as expected.

Next Steps: Microsoft are reviewing their deployment procedures to help prevent similar problems in the future.

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