Error in prompting on documents

1. Check Service Status
Visit the Microsoft 365 Service Health Dashboard to confirm whether the related services are normal.
2. Try different environments
Change your browser or use Edge's No Trace Mode.
Clear the browser cache (shortcut Ctrl+Shift+Delete).
Repeat in mobile or desktop app.
3. Verify File Properties
Verify that the file has not been accidentally marked as “view only” or protected by IRM.
Try uploading the document in another format Word to PDF.
4. Check account permissions
Ensure that your account has permission to access the document and use AI features.
Disable browser plug-ins
Temporarily disable browser extensions ad blocking, security tools to rule out possible conflicts.
5. Contact Microsoft Support
If the above methods do not work, provide the following information to Microsoft Technical Support:
Error Screenshot Full Error Code
Document type, size and storage location.
Platform used (Teams/Outlook/Web version) and browser version.