Applies to Product - Microsoft Copilot Studio
What’s happening?
Customers are experiencing the error message: "Sorry, something unexpected happened. We’re looking into it. Error code: AccessTo###Denied." when the Generative AI feature is set to 'Generative' instead of 'Classic'. Additionally, users may encounter the error: "Sorry, the bot can't talk for a while. It's something the bot's owner needs to address. Error code: AIModelActionBadRequest."
Reason:
- This occurs when the Generative AI feature is enabled, leading to authentication failures for some users, despite having the same authentication setup as others who can access the bot.
- The "Generative Answers" functionality in Copilot Studio was previously broken, causing a "SystemError" when attempting to push messages to Teams that contained citations. A hotfix was implemented, but it appears that the workaround used became incompatible with the hotfix.
Resolution:
- Ensure that the bot is shared with the user directly or via a security group/everyone to grant access. Users must have the Environment maker security role before a copilot can be shared with them.
- If the Share Copilot setting is set to 'None', only users with a license can access the bot. If it is set to ‘User – can use the copilot’, the bot should work for users with or without a license.
- Test the behavior on Copilot web to help isolate the issue for further investigation.
- If the issue persists, consider assigning a license to the affected user and then sharing the bot with that account.
- Review the flow run history to find any failed flow executions that may be causing the AIModelActionBadRequest error.