Unengaged - SystemError - Only for few Users

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Posted on by WillM83

Hi,
we are currently utilizing Copilot in Teams. Recently, we've encountered an issue where it is not accepting messages from few users, and instead responding with the following message/logs (see below). I have created a new Copilot with identical settings, and it functions properly for these users. However, transitioning all users to the new Copilot would pose a significant challenge for us. We would prefer to resolve the issue with the existing productive one. Do you have any ideas on how to proceed?

Session: 5.15.2024 2:27:38 PM,,,,Unengaged,
BOT in Teams: Sorry, something unexpected happened. We’re looking into it. Error code: SystemError. Conversation ID: a:1LjJvFL255jKTU3qxHfirA_VW0IUlfIVnBf9VO9yb3VtBY97psw4qD-2jZIdX1kqTPCnxqczpYAdCn200Glw9e0d8VqEmcqmi_Y90cvmJocX7iRFw4b5LnlNT74QVaeUQ. Time (UTC): 5/15/2024 1:47:08 PM.

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PC-08101546-0 29 on at

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Hi

Appreciate this is an older post but I'm having similar issues. I've pinned it down to the number of knowledge base items, so if you've managed to get this sorted I'd be interested in knowing if you fixed it.

System Error: When uploading more than 2 knowledge bases directly to CoPilot studio (powerplatform.com)

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Vinoth Selvam 1,590 Super User 2025 Season 2 on at

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Hi WillM83 ,

When new Copilot is working for the same uses,

Ensure that the affected users have the appropriate permissions and roles within Teams. Sometimes, user roles might not have the necessary permissions for interacting with the Copilot. Check if there have been any updates or changes in user roles, especially for the users who are experiencing issues.

If not, please raise a support ticket and reach out to Microsoft Support for assistance.

Thanks.

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