Copilot Protected - Work Account Issues

[rmoat]

We've been seeing mixed results with Copilot (Preview) and Edge with our organization Work Accounts. Yesterday, we weren't seeing the protected status at the top when logging in.

Eventually I opened up Edge, went to https://copilot.microsoft.com, signed out of my account and then signed back in and the Protected badge appeared:

A couple hours later, I opened the Copilot (preview) app in Windows 11, as well as checked out the Copilot Edge Toolbar, and both updated to show "Protected" as well.

However, other users are logging in to the website and now seeing "Protected" like the image above, but the Copilot (preview) app and Edge Toolbar do not show that it's protected.

Is anyone else having this issue? I am not sure what triggers the app to update and show that it's protected, and you can't really log out and back in with the app itself.

[#2 · Accepted solution]

Well, figured it out. Once you sign out and sign back into https://copilot.microsoft.com in the Edge browser (if it wasn't already showing Protected), within several hours both the Copilot (preview) app and the Edge Copilot toolbar will update to show Protected. It is not immediate. It was anywhere from a 6 to 8 hour wait for us before it the app showed that it was Protected.

[#3]

@rmoat 
I was having a similar problem: 

• Login to https://copilot.Microsoft.com web site (in Edge browser) with work email account: Showed protected
• Simultaneously, Launch Edge Copilot (pushing the Copilot button in Edge), did not show protected, and did not show anywhere where I could log in
• Simultaneously, Launch Windows Copilot (pushing the Copilot Preview button in the Windows taxk bar), did not show protected, and did not show anywhere I could log in. 

When I would log out of the browser alone, I didn't see positive results. But you posting here inspired me to go to https://account.microsoft.com, click "sign out of all devices", and now it works! Thanks for the assistance.  

[#4]

Here are some steps and suggestions that might help resolve this issue:

1. Ensure Consistent Account Sign-In
Make sure that users are consistently signing in with their organization work accounts across all platforms (Edge, Copilot app, and Edge toolbar). Inconsistent sign-ins or cached credentials can sometimes cause discrepancies.

2. Clear Cache and Cookies
Clearing the browser cache and cookies can help resolve issues related to old or conflicting session data. Here's how to do it in Edge:

Open Microsoft Edge.
Go to Settings > Privacy, search, and services.
Under Clear browsing data, click Choose what to clear.
Select Cookies and other site data and Cached images and files, then click Clear now.

[#5]

You're right, it seems there might be a delay in the Copilot (Preview) app and Edge Toolbar reflecting the protected status even though the website shows it correctly. Here's what you and your colleagues can try:

Wait a few hours: You mentioned it took a few hours for your app and toolbar to update after signing out and back in on the website.

Restart Microsoft Edge and Copilot App: Sometimes a simple restart can help with syncing information.

Check Copilot Settings: While you can't directly log out of the Copilot app itself, you can double-check the settings to ensure protected mode is enabled.

-Open the Copilot (Preview) app.
-Click on the Settings icon (gear symbol) in the sidebar.
-Under "General," make sure "Enable protected mode" is checked.