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jeromeperdriaud's avatar
jeromeperdriaud
Copper Contributor
Oct 26, 2024

Ms 365 Copilot cannot process documents

Hello since few days, it’s impossible to prompt on a document attached anymore. Reason provided by the chat: your document seems to be protected. This happens to all documents even if free of any ki...
troubleshooting
BrittneyRobertson's avatar
BrittneyRobertson
Copper Contributor
Oct 30, 2024
We have added sensitivity labels to many of our documents over the past 2 months. The labels themselves do not have any policies on them yet, we are preparing to add policies once we get more labeled. However, in the last week Copilot now blocks any labeled document. We have not made any changes. Is this what you all are experiencing? As soon as I use a document that doesn't have a sensitivity label, Copilot is able to interact with it again. Help!
jeromeperdriaud's avatar
jeromeperdriaud
Copper Contributor
Oct 31, 2024

BrittneyRobertson , We encounter exactly the same issue and occuring context. We raised the Microsoft support. They acknowledge that this incident impacts several clients. The Product team is on the subject. Let's keep in touch when we see any change. 

  • BrittneyRobertson's avatar
    BrittneyRobertson
    Copper Contributor
    Oct 31, 2024
    we are also planning to put in a support ticket and will let you know when we hear back. Thanks for the update!
    • TraceyMIN's avatar
      TraceyMIN
      Copper Contributor
      Oct 31, 2024

      BrittneyRobertson I submitted a support ticket. They responded: 

       

      Please note that when the data has https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Flearn.microsoft.com%2Fen-us%2Fpurview%2Fsensitivity-labels&data=05%7C02%7CTracey.Meyer%40kizan.com%7C597e4407bc374848180f08dcf927103c%7Cc0b1581c4511450c9b4cba498fd5a333%7C0%7C0%7C638659193437697159%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=FEV0tlrg%2BjFFEFCaV2BoxHhbD9TqFx9Yxky%2FwpmZHBs%3D&reserved=0 from your organization applied to the content, there's an extra layer of protection. When the sensitivity label applies encryption, users must have the https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Flearn.microsoft.com%2Fen-us%2Fpurview%2Fai-microsoft-purview-considerations%23copilot-honors-existing-protection-with-the-extract-usage-right&data=05%7C02%7CTracey.Meyer%40kizan.com%7C597e4407bc374848180f08dcf927103c%7Cc0b1581c4511450c9b4cba498fd5a333%7C0%7C0%7C638659193437728645%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=3riJ7m1rsZqW1yiDeN4mOBxvZ3ZhZQRdI68S6g%2BD0OE%3D&reserved=0, as well as VIEW, for Copilot to return the data. Copilot honors the EXTRACT usage right for a user, however it was applied to the content. Most times, when the content is labeled, the usage rights granted to the user match those from the sensitivity label configuration. However, there are some situations that can result in the content's usage rights being different from the applied label configuration:

      • https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Flearn.microsoft.com%2Fen-us%2Fpurview%2Fencryption-sensitivity-labels%23what-happens-to-existing-encryption-when-a-labels-applied&data=05%7C02%7CTracey.Meyer%40kizan.com%7C597e4407bc374848180f08dcf927103c%7Cc0b1581c4511450c9b4cba498fd5a333%7C0%7C0%7C638659193437927304%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=1eiJhp3xVZyWyvKZwGXR%2BPsHb4MdczbyXJTRuhBt4Bc%3D&reserved=0
      • https://nam12.safelinks.protection.outlook.com/?url=https%3A%2F%2Flearn.microsoft.com%2Fen-us%2Fpurview%2Fsensitivity-labels-office-apps%23information-rights-management-irm-options-and-sensitivity-labels&data=05%7C02%7CTracey.Meyer%40kizan.com%7C597e4407bc374848180f08dcf927103c%7Cc0b1581c4511450c9b4cba498fd5a333%7C0%7C0%7C638659193437947181%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=LFsREybcDsTJCaWssg7ll3R5s9RIvpdMjp4KmX87RBQ%3D&reserved=0

      Unfortunately, this did not resolve the issue for me, but I am sharing in case it helps you. 

      • BrittneyRobertson's avatar
        BrittneyRobertson
        Copper Contributor
        Oct 31, 2024
        Thank you for sharing! I've seen those articles as well and we do not have a single thing checked in "Choose Protection Settings" section. There aren't any policies around the labels at this point and the labeled documents have been able to be surfaced in Copilot responses up until very recently, so this doesn't help us either. Let us know anything else you hear and we'll do the same! We have also officially raised a support case as well.

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