Logging into O365 after email address migration

Logging in With Your Prime O365 Account

Overview

This article will guide you through the Multi-Factor Authentication (MFA) sign-in experience on the Microsoft Authenticator and WatchGuard AuthPoint platforms.

The processes below only relate to the following platforms:
  1. Microsoft 365 services and apps
    • Outlook, Excel, Teams, OneDrive, Intranet, Fieldlink, etc…
  2. 3rd Party Apps that use your Microsoft Sign-In
    • Smartsheet, Zoho Desk, etc…
For VPN Connection steps, refer to the VPN User Guide KB

Please Note: The AuthPoint app is still required for VPN access. Do not delete the app or remove the token.

Microsoft Authenticator

If you have completed your conversion from AuthPoint to Authenticator for your Microsoft Sign-in, please continue reading. Otherwise skip to the section named "WatchGuard AuthPoint".


  • When signing in to one of the platforms listed above, the app or web browser will display the following:
    • This number will be used to authenticate in the Microsoft Authenticator app on your phone.
  • Open the Microsoft Authenticator app on your phone and enter the number from the app or web browser you are signing into.
    • The Authenticator app will show the following information about the authentication attempt:
      1. Organization Name (this should be Prime)
      2. Email address used to authenticate
      3. Name of the App you are signing into
      4. Geographic location (This can vary depending on your connection, sometime it will be your location, sometimes it will be a location based on your internet provider that is very different than yours)
    • If you are not trying to sign in and you see the above request in the Authenticator app, select "No, it's not me" and notify IT immediately.
  • Once approved in the Authenticator app, the app or browser you are signing into will proceed.

Reauthentication

You will occasionally be required to sign back into (or reauthenticate) your office apps and web browser sessions on your computer and mobile devices.  
This will need to be done within about 24 hours of migrating from AuthPoint to Authenticator.

Computer

The following window dialogs may appear when requesting to reauthenticate:
  • Microsoft 365 Desktop Apps - Outlook, Excel, Word, etc…
  • Teams
  • OneDrive
  • Microsoft 365 web apps - Fieldlink, Intranet, etc...
  • Windows
    • Enter your computer login username & password

Phone

Be on the lookout for the following popups or messages:
  • Microsoft 365 Mobile App
    • OneDrive 
      • Click the "Learn more" button then sign-in
    • Outlook
      • Click the sign-in button
    • Contacts App (you will normally get a pop-up about your account needing your password)
      • You can select "Edit Settings" on the pop-up or navigate to the account manually
      • iPhone Settings > Calendar > Accounts > Prime O365 > Re-enter Password
Please Note: The AuthPoint app is still required for VPN access. Do not delete the app or remove the token.

Frequently Asked Questions & Issues

  1. I'm not receiving notifications on Authenticator app.
    1. Ensure your iPhone notifications are enabled for Authenticator app.
      1. iPhone Settings > Notifications > [Allow Notifications > On] & [Time Sensitive Notifications > On]
  2. I waited too long to enter the number in my Authenticator app and can't receive new notifications.
    1. Clear alerts in the authenticator app, then close the app and go back to the app or web browser where you made the sign-in attempt and send a new request for approval.
  3. I did not request a sign-in, what do I do next?
    1. Do not enter a number in the field on your Authenticator app and tap, "No, this is not me." button. Next, report this issue to primeit@primee.com for next steps.

WatchGuard AuthPoint

Browse to the Office application you are trying to access (email, SharePoint, OneDrive etc) and type in your email address in the new format (firstname.lastname@primee.com) then select "NEXT". 


1. Enter your password on the following screen.
2. Choose one of the options "Send Push", "Scan QR Code" or "Enter One-Time Password" as a second form of authentication.

Send Push 

"Send Push" option is the easiest and fastest option.

This will send a push notification to your cell phone. If you do not see the banner appear, or you miss tapping the notification, you can open the Authpoint app and select "Pending Push Notifications" and approve through that window as well.
IF AT ANY TIME YOU RECEIVE A PUSH NOTIFICATION AND YOU ARE NOT TRYING TO SIGN IN, HIT "DENY" AND SUBMIT A TICKET TO IT TO PERFORM A PASSWORD RESET AND ACCOUNT CHECK

QR Code or One-Time Password (OTP)

  1. QR Code and One-Time password may come useful in case the push notifications are not working properly.
  2. Future applications may not support the push notification option and may require either QR Code or One-Time Password.

3. After approving the sign in through the Authpoint app, the sign in should continue and log you into the application you were trying to access. 



Logging in Using a Hardware Token 




Press the red power button on the left hand side of the token. The screen should turn on, with a 6 digit code visible. 

The six digits are your One Time Password (OTP)

This six digit code will change every 60 seconds

The horizontal bars to the left of the 6 digits show the countdown until a new 6-digit code is generated. If you only show one bar, you are close to the six digit code regenerating and you may want to wait til a new one is shown to make sure it doesn't switch as you are entering it


1. Enter your password on the following screen.
2. Select "Enter One Time Password"
The hardware token requires sign in using "Enter One Time Password" 
3. Enter the six digit code shown on your hardware token and press "Enter". The sign in should continue and log you into the application you were trying to access.



Logging into the Prime Support portal (to access KB articles)

See below for guidance on signing into the Prime Support portal to view Knowledge Base articles.
  1. Upon clicking a link to a Knowledge Base article or browsing directly to the Knowledge base you will be prompted to sign in with the screen below

  2. Under "Sign in using" click the O365 icon

  3. Proceed to sign in using your Prime email address and password as directed in the sections above


Troubleshooting Sign In Issues


  - Double check the spelling on your password


 - The push notification was not allowed through the Authpoint app in time. Resubmit your password and check your Authpoint App for any pending notifications. If you are using a Hardware Token, make sure to select "Enter One Time Password" to sign in.


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