Power Platform Community Forum Thread Details

Issue Summary:

Copilot Studio agent cannot extract content from specific SharePoint documents despite successfully locating them during knowledge retrieval. The agent lists the documents under "Other sources searched over" but returns responses using only the base LLM's general knowledge, indicating content extraction or semantic matching failure.

Environment:

Platform: Microsoft Copilot Studio agent with SharePoint knowledge sources
Document type: .docx files in SharePoint document library
User permissions: Owner membership on the SharePoint site
Knowledge source: Explicitly configured in Copilot Studio

Observed Behaviour:

Documents from the problematic SharePoint site are successfully indexed and discovered by the agent in the Knowledge tab

When queried specifically to target the documents, the agent identifies documents in the SharePoint and lists them under "Other sources searched over"

The agent fails to extract usable content from these documents

Response defaults to LLM general knowledge with message: "This response was generated by using general knowledge from the LLM"

Key Evidence:

Working scenario: Identical documents copied to a different SharePoint location work correctly—agent successfully retrieves and references their content

M365 Copilot comparison: The same documents are successfully surfaced as knowledge sources in standard M365 Copilot chat, proving they are searchable and accessible

Consistent pattern: Issue affects all documents in the specific SharePoint site/library, not isolated files

Troubleshooting Already Completed:

Knowledge source correctly configured in Copilot Studio
Tested direct queries against known document content
Verified document format compatibility (.docx, .pdf)
Confirmed issue is location-specific (same files work elsewhere)
Re-added knowledge source
Used direct file/library paths rather than site root
Recreated the agent from scratch
Elevated SharePoint membership to make user account an Owner
Confirmed that SharePoint site/library indexing is enabled and not excluded from search
Confirmed that account has access at a folder and file level