Microsoft 365 Alert – Service Degradation – Microsoft Copilot (Microsoft 365) – Some users may experience degraded file search results in Microsoft Copilot (Microsoft 365) – RESOLVED

Announcements Shagufta Naaz

13/04/2026 08:32:00 AM

NHSmail Reference: INC46796659

Microsoft Reference: CP1277749

Issue Status: RESOLVED

Issue Description: Some users may experience degraded file search results in Microsoft Copilot (Microsoft 365)

More info: In some scenarios, when file search results can’t be retrieved, Copilot may be unable to return relevant responses and instead provide a generic fallback reply.

Impacted users may receive the following response:

“I’m sorry, I’m not sure how to help with that. Can you try rephrasing?”

This behavior can occur when Copilot relies on file-based results, such as content stored in SharePoint, and those results aren’t successfully returned.

Not all Copilot interactions are affected, and experiences that don’t depend on file search may continue to work as expected.

Final Update: 15/04/2026 08:35:00 AM–The rollback deployment is taking longer to complete than expected. We anticipate being able to provide a completion timeline by their next scheduled update.

Scope of impact: This incident may impact some users attempting to retrieve file-based responses in Microsoft Copilot. This information may be updated as our investigation continues.

Root cause: A recent Copilot service update introduced a regression that’s affecting how agents retrieve knowledge from SharePoint sources, which is resulting in impact.

Next update by: Tuesday, April 14, 2026, at 9:00 AM UTC