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SystemError response to business users in MD Teams

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Posted on by vkondreddygari

I have copilot deployed in MS Teams and business user are getting error messages occasionally for some queries -

Sorry, something unexpected happened. We’re looking into it. Error code: SystemError. Conversation ID: a:1ACaCQ8G4e6t6vD64V9UklTVWJre_3B9wAazUdJg7DWHhsjhqOqtSPoduFBQ_CP29lR5Z3Dj34aSwiXpg6m-9VujyDacDytIc94wMhWYeFm56n-DjsjstNa22Q_pmvKoXYPsCwvirJ.

If they retry same question, copilot is giving response correctly. Since it is not reproducible, network trace is not available and MS support not able to help.

I am not able to handle this error gracefully, as onError topic is not triggered.

Is there a way / workaround to handle systemError exceptions gracefully? Any help /pointers will be greatly appreciated.

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MattJimison 579 Most Valuable Professional on at

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Hi, @vkondreddygari .

What node is the error occasionally happening on? i.e. is it a Generative Answers response, a call to Power Automate, a message node, etc..?

I can confirm that there are some errors that Copilot Studio does not handle gracefully, and in those situations, the OnError topic doesn't get triggered.

An easy way to prove this is trying to output an ASCII character, primarily in the 0-31 range (also referred to as unprintable characters). I'm not suggesting that is your issue here, but adding the below formula to a Message node will show you how Copilot Studio doesn't handle this error and doesn't trigger the OnError topic:

Char(1)

Cheers,
Matt

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Cheers,
Matt

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vkondreddygari 88 on at

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Thank you for your response @MattJimison. I did try to replicate above scenario and end up in receiving SystemError exception.

Is there any workaround that we try to mitigate these errors? It is giving bad user experience to business users 😞

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MattJimison 579 Most Valuable Professional on at

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Hi, @vkondreddygari . Unfortunately there is not; the hope is the Copilot Studio team will add in error handling over time that catches these errors and handles them more gracefully.

(+ @HenryJammes for awareness since the above shows how to throw an error that doesn't get handled by OnError)

Find this post helpful? Please mark it as the solution and/or provide kudos so that it will help others in the future.

Cheers,
Matt

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Surlig1213 18 on at

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@HenryJammes
In my environment, I find the SystemError 242 times from past 90d logs via application insights.

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