Copilot Not Responding? M365 Feels Slow? Edge Keeps Crashing?

What’s Really Happening (incl. SmartScreen False Positive & Incident MO1181369) and How to Fix It Fast

TL;DR

If you’re seeing “Sorry, that didn’t work. Please go back to m365.cloud.microsoft and try again.”, Copilot timing out, or Microsoft Edge crashing, you’re not alone—but it’s not impacting everyone. Recent issues include:

• Service-side disruptions impacting some regions/tenants (referenced internally as MO1181369 in the Microsoft 365 admin center).
• SmartScreen false positives in Edge blocking legitimate Copilot/M365 endpoints.
• Local, client-side factors (browser extensions, profile corruption, hardware acceleration, AV/VPN interference).

This guide helps you diagnose whether it’s you or Microsoft—and walks you through safe, fast workarounds.

1) First, Diagnose in 3 Minutes

Before you change settings, quickly split the problem into “service-side” vs “local”.

1. Check if it’s widespread.
   • Search X/Reddit for “Microsoft 365 outage”, “Copilot down”, “Edge crash”.
   • Ask a colleague or try from a different network (mobile tethering).
2. Try a clean path.
   • Open an InPrivate/Incognito window (extensions disabled).
   • Try a different browser (Chrome/Firefox) and different device.
3. Check the admin dashboard.(If you have admin access)
   • Microsoft 365 Admin Center → Service health → look for MO1181369 or current incident IDs.

If it works elsewhere (different browser/device/network), it’s likely local.
If multiple users/locations see it, treat it as service-side and avoid risky changes—work around, then wait.

2) Known Current Patterns (What We’re Seeing in the Wild)

A. SmartScreen False Positive Blocking Legitimate Portals

Symptom: Edge throws a red warning (e.g., “This site has been reported as unsafe”) for m365.cloud.microsoft / copilot.microsoft.com or related sign-in redirects.

Why it happens: SmartScreen reputation feeds occasionally misclassify legit endpoints (false positive). Lists usually get corrected quickly.

Workarounds (safe & reversible)

1. Use another browser (Chrome/Firefox) temporarily to reach Copilot/M365.
2. Corporate admins: consider a temporary allow at the security stack (with change control + monitoring).
3. Re-test Edge later—once lists update, access typically returns to normal.

Tip: The presence of that “unsafe site” wording on a Microsoft-owned domain is a strong hint it’s the SmartScreen false positive case—not malware on your PC.

B. Microsoft 365 Copilot Login Error

Common message:

“Sorry, that didn’t work. Please go back to m365.cloud.microsoft and try again.”

What often helps

• Use the account with an active paid Copilot/M365 subscription and sign in via copilot.cloud.microsoft (or the M365 portal).
• Try the Microsoft 365 Copilot desktop app (Windows)—it can bypass some browser-specific issues.
• If the Microsoft 365 admin center shows an active incident (e.g., MO1181369), avoid heavy local changes and wait for service remediation.

C. Edge Crashes / “Closes by Itself”

Likely local triggers

• Recent Edge auto-update + an extension mismatch (ad-blockers, security plugins, transcription/translation helpers, etc.)
• Cache/Profile corruption
• Hardware acceleration edge cases
• Security software / EDR / VPN layer conflicts

Stabilize quickly

1. Update Edge: Settings → About Microsoft Edge (apply update → restart).
2. Disable all extensions: edge://extensions → toggle off everything → test.
3. Clear cache: edge://settings/clearBrowserData (start with “Last 24 hours”).
4. New profile: Add a fresh Edge profile → test.
5. Toggle hardware acceleration off: edge://settings/system.
6. Temporarily pause AV/VPN (offline while testing) to rule out interference.

If Edge is stable in InPrivate, the culprit is almost always extensions or cached data.

3) Quick Decision Table: “Is It Me or Microsoft?”

Bottom line: If multiple independent paths fail, assume service-side and prioritize workarounds over risky local surgery.

4) Safe Workarounds That Keep You Productive

• Switch browser temporarily for Copilot/M365 if SmartScreen is noisy.
• Use the Microsoft 365 Copilot desktop app to avoid browser-specific quirks.
• Have a wired headset & spare HDMI cable ready: if Edge or meeting add-ons misbehave, continue calls on another client/device/monitor.
• Keep a small USB stick handy for profile export/backup or emergency recovery.

5) Deep-Dive: Clean Resets Without Nuking Your Setup

If you confirmed it’s local, use the least destructive reset first.

Option A — “Extension-first” cleanup

1. Turn all extensions off.
2. Enable extensions one by one (most critical first) to find the offender.
3. Remove and re-install only the problematic one.

Option B — “Profile-first” sanity check

1. Create a new Edge profile.
2. Sign in and sync only passwords/bookmarks first (avoid extensions/history initially).
3. If stable, carefully bring over the rest.

Option C — Cache & site data (targeted)

• Clear cached images/files and cookies for Microsoft domains (office.com, microsoft.com, live.com).
• Re-authenticate cleanly.

Option D — Repair Edge (last, but quick)

• Settings → About Microsoft Edge sometimes exposes Repair.
• If not, re-install Edge from the official source. Keep a backup browser handy.

6) For IT Admins: Minimal Response Playbook

• Treat “normal global status” with caution: incidents can be regional/feature/tenant-specific.
• Collect logs early: browser crash dumps, Windows Event Viewer, Defender/EDR blocks, proxy logs.
• Publish a 1-paragraph advisory to users (slack/Teams): “We’re aware of intermittent issues with Copilot/M365/Edge. Please try InPrivate or another browser, and check the M365 Service Health dashboard. We’ll update as Microsoft posts progress on the active incident.”
• Have exception routes ready: temporary allow-lists for known Microsoft endpoints (with time-boxed review).
• Keep a rollback: track any policy changes you make (date/time, scope, owner) to revert cleanly after the incident.

7) FAQ (Shareable With End-Users)

Q1. Why does the status page say “healthy” while I still can’t log in?
A. “Healthy” reflects core platform components. Narrow tenant/region/feature disruptions might not flip the overall label right away.

Q2. Should I re-install Edge immediately?
A. Usually no. Try update → extensions off → cache clear → new profile → hardware acceleration toggle → Repair. Re-install is a last resort.

Q3. Copilot works in the desktop app but not in the browser—why?
A. Browser paths can be impacted by SmartScreen, extensions, or cached auth artifacts. The desktop app often avoids those layers.

Q4. Is that SmartScreen warning a real infection?
A. If it appears on Microsoft’s own domains, it’s likely a false positive (reputation glitch). Don’t disable security globally—use another browser and re-check later.

Q5. What’s MO1181369?
A. An internal incident ID in the Microsoft 365 admin dashboard. If present, it signals a recognized service-side issue with ongoing remediation.

8) Practical Checklist (Copy–Paste for Teams/Slack)

▢ Test InPrivate/Incognito (no extensions).

▢ Try a different browser (Chrome/Firefox).

▢ Switch to mobile hotspot.

▢ Check M365 Admin → Service health (look for MO1181369 or current incident).

▢ If SmartScreen blocks Microsoft domains → use another browser, re-try Edge later.

▢ If Edge crashes only with extensions on → re-enable one by one.

▢ If still failing across paths → assume service-side, avoid risky changes, and wait for fix.

9) Closing Thoughts

Major platforms occasionally wobble—what matters is fast, low-risk diagnosis and safe workarounds that keep your day moving. If you confirm a service-side incident, don’t burn hours “fixing” the wrong layer. If it’s local, the InPrivate → extensions → cache → profile → repair ladder gets most people back in minutes.

Stay calm, keep a second browser handy, and check the admin dashboard before you deep-dive.

💡 Looking for more tips? Check out our full list of Windows Help Guides.

タグ: Copilot, Microsoft 365, SmartScreen, troubleshooting, Edge, Outage, microsoft　Edge