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Control 4.7: Copilot Feedback and Telemetry Data Governance — Troubleshooting

Common issues and resolution steps for Copilot feedback and telemetry data governance.

Common Issues

Issue 1: Diagnostic Data Level Not Enforced by Policy

  • Symptoms: Users can change diagnostic data settings locally, overriding the organizational policy.
  • Root Cause: Cloud Policy or Group Policy is not deployed to all devices, or the policy has not propagated.
  • Resolution:
  • Verify Cloud Policy assignment in the M365 Apps Admin Center.
  • Check Group Policy deployment status via GPMC or Intune.
  • Confirm the policy applies to the correct device/user groups.
  • Allow up to 24 hours for Cloud Policy propagation.
  • Force a policy refresh on a test device: gpupdate /force (for Group Policy) or restart Office apps (for Cloud Policy).

Issue 2: Feedback Events Not Appearing in Audit Log

  • Symptoms: Users submit feedback on Copilot responses, but no corresponding audit log entries are found.
  • Root Cause: Copilot feedback events may have a different record type, or the audit log search is using incorrect parameters.
  • Resolution:
  • Search with broader parameters: try RecordType: CopilotInteraction instead of filtering by specific operations.
  • Allow up to 24 hours for feedback events to appear in the audit log.
  • Verify that audit logging is enabled for the tenant.
  • Check Microsoft documentation for the current feedback event record type and operation name.

Issue 3: Optional Connected Experiences Still Active

  • Symptoms: Users report that optional connected experiences (e.g., third-party content suggestions) are still functioning despite being disabled.
  • Root Cause: Policy may only apply to new sessions, or specific connected experiences are classified as "required" rather than "optional".
  • Resolution:
  • Have users restart all Office applications to apply the updated policy.
  • Review which specific connected experiences are classified as "required" vs. "optional".
  • Verify the Cloud Policy setting targets the correct user/device scope.
  • Test on a clean device to rule out cached settings.

Issue 4: DPA Version Mismatch or Missing Provisions

  • Symptoms: During audit, the Microsoft DPA on file is outdated or does not address Copilot-specific data processing.
  • Root Cause: Microsoft periodically updates the DPA, and the organization may not have reviewed or accepted the latest version.
  • Resolution:
  • Access the latest DPA from the Microsoft Service Trust Portal or licensing portal.
  • Compare the current version on file with the latest available.
  • Conduct a legal review of any changes, particularly those related to AI and Copilot data processing.
  • Update the internal DPA review record and schedule the next review.

Diagnostic Steps

  1. Check policy deployment: Verify Cloud Policy/Group Policy is deployed to all Copilot user devices.
  2. Test client settings: Open an Office app and navigate to File > Account > Privacy Settings.
  3. Verify audit logging: Run a broad audit log search for the test period.
  4. Review DPA status: Check the Service Trust Portal for the latest DPA version.

Escalation

Severity Condition Escalation Path
Critical Sensitive data being shared via telemetry in violation of policy Privacy Officer + IT Security
High Policy enforcement failure across the organization IT Admin — policy deployment review
Medium DPA review overdue Legal/Privacy team
Low Minor feedback collection configuration issues IT support