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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
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.
  • TraceyMIN's avatar
    TraceyMIN
    Copper Contributor
    Nov 02, 2024
    While we did not change anything in our environment the issue no longer exists for me. I've was able to rerun prompts that were at one time not working. I wonder if this was just a blip from the roll out of wave 2. Why don't you guys try and see if it's now working for you. Good Luck.
    • BrittneyRobertson's avatar
      BrittneyRobertson
      Copper Contributor
      Nov 03, 2024
      SAME! Ours seems to be working now. Thanks guys, must have been something they figured out on their end.
    • jeromeperdriaud's avatar
      jeromeperdriaud
      Copper Contributor
      Nov 02, 2024

      TraceyMIN hello, same observation here. IT has started working again today. Good News. We will possibly get thé reasons tomorrow reading thé Response of Microsoft to the tickets we raised. Thanks to all for sharing And for Microsoft to have mitigated this issue 

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