Agent not responding as expected

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Posted on by MF-17121103-0

I build an agent using copilot studio. The purpose is take information from sharepoint as based on users query. I have given my sharepoint folders as knowledge source. But everytime user asking agent says no information found. Why this is and how to fix it. I am using the account already have sharepoint owner access.

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Valantis 6,735 on at

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Hi @MF-17121103-0,

So you have built your agent in Copilot Studio, added SharePoint folders as a knowledge source, tested it by asking questions, confirmed your account has Owner access to the content, but the agent keeps saying "no information found."

To figure out what's causing this, I just need three quick details from you:

Where are you testing the agent? Like in the Copilot Studio test chat, Teams, or somewhere else?

What's your authentication setup? Go to Settings, then Security, then Authentication. Is it set to "No authentication", "Authenticate with Microsoft", or something custom?

What types of files are in those SharePoint folders? Are they PDFs, Word docs, PowerPoints, SharePoint pages, or other formats like Excel files, images, or ZIP files?

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rzaneti 4,476 Super User 2026 Season 1 on at

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Hi @MF-17121103-0,

In addition to @Valantis questions, do you receive the expected output when asking the same questions to the Agent via Testing pane? When testing it, you can enable this option to visualize the steps taken by the Agent to answer the question, which can give you some hints on where the problem is happening.

✅ If this solved your issue, please mark it as Accepted Answer.
👍 If it helped, feel free to give it a like!

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MF-17121103-0 41 on at

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Hi @Valantis

1. I am testing the agent in Copilot Studio itself.

2. The Authentication setup used is Authenticate with Microsoft.

3. The filetypes are Pdf, PPT, Word and Excel present in the sharepoint.

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MF-17121103-0 41 on at

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Hi @rzaneti

When I am testing the search sources getting reviewed, but no content is getting, I guess. Also, the account using has owner permission.

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Valantis 6,735 on at

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Hi @MF-17121103-0,

Here's what usually causes this (even with Owner access) and how to fix it:

1. You added a library instead of files/folders
Copilot Studio doesn't support adding entire document libraries. Add the specific folder or files inside the library instead.

2. Your files can't be indexed
Sensitivity-labeled or password-protected files won't get indexed. Remove the protection or upload an unprotected copy.

3. You're using SharePoint URL and have Excel files
SharePoint URL knowledge only supports modern pages, docx, pptx, and pdf. Excel files won't work with this method.

4. Tenant settings or file size limits
Check if "Enhanced search results" is enabled and verify file size limits (7MB standard, 200MB with M365 Copilot licensing).

quick question:

In your Knowledge section, did you add SharePoint files/folders (unstructured data) or a SharePoint URL? A screenshot of the knowledge item would help.

Sources that might help you on set up:

https://learn.microsoft.com/en-us/microsoft-copilot-studio/knowledge-add-unstructured-data

https://learn.microsoft.com/en-us/microsoft-copilot-studio/knowledge-add-sharepoint

https://learn.microsoft.com/en-us/troubleshoot/power-platform/copilot-studio/generative-answers/sharepoint-no-response

i hope this helps you :)

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MF-17121103-0 41 on at

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Hlo @Valantis

Here is the screen shots for a reference.

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Valantis 6,735 on at

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Hi @MF-17121103-0,

I checked your screenshot and found the problem.
That long folder link you're using is actually breaking the search, you need to replace it with just the main SharePoint Site URL. Also, the system can't read Excel files, so you'll have to save them as PDFs or Word docs.

Just make those changes, wait +-15 minutes, and it should work.

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MF-17121103-0 41 on at

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Hi @Valantis

Thank you for the support. Actually, my SharePoint size is little, huge. Even though I have Owner access to the site, some contents or folders or settings I can't access. But many folders and files I am having access too. Is that a reason for not giving the answers by the agent?

I have tried the things you already given and I added the direct SharePoint link as my knowledge source rather than adding each folder as I did earlier. Still the agent not responding. I added another website as another knowledge source, the agent responding with that source when I ask the things related to the website.

Also, one thing, when I add SharePoint link as knowledge source, it not taking much time to index. It is giving ready state within seconds. Also, copilot studio does not provide any debug or any page for checking the knowledge or status.

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Valantis 6,735 on at

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Hi @MF-17121103-0,

The agent uses your permissions, so if you can open the file, the agent can read it.

The "Ready" status is misleading. It just means the URL is valid, not that your site has finished indexing.

Since the public website works but SharePoint doesn't, this is either an indexing problem or an authentication issue.

Try these 2 things: First, go to your SharePoint site and search for the file using the search bar at the top. Type in few words and see if the file shows up. If it doesn't appear in SharePoint search, the agent will never find it either. You just need to wait for SharePoint to finish indexing. (if the site is new it can take up to a day)

If the file does show up in SharePoint search, then it might be a connection problem. In the Copilot Studio test chat, type "Log in". If you see a sign-in card, click it. You might be testing as anonymous, which would explain why public websites work but SharePoint doesn't. (rePublish the Agent / restart the chat can also helps).

Sources:

Security and governance in Copilot Studio: https://learn.microsoft.com/en-us/microsoft-copilot-studio/security-and-governance

Troubleshoot generative answers: https://learn.microsoft.com/en-us/microsoft-copilot-studio/nlu-boost-node#troubleshooting

Let me know if that worked out for you.

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Valantis 6,735 on at

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Hi @MF-17121103-0,

Just wanted to check in and see if everything is working now. If you still need any help, feel free to let me know.

Also, if the issue is resolved, it would be great if you could mark the answer as solved so others with the same question can find it easily.

Thanks and have a great day!

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