Locked out? Start here.

AWS VPN

Outlook works, but VPN rejects my password

Outlook can remain signed in with saved access even after your work password has expired.

• Reset your password using the button at the top of this page.
• The reset changes both your Microsoft 365 and AWS VPN password.
• Fully quit AWS Client VPN, then reopen it.
• Sign in with PDM\yourusername and the new password.

WINDOWS APP / REMOTE DESKTOP

I cannot open my remote Windows session

• Connect AWS Client VPN before opening Windows App.
• Open the saved PowerDirect connection provided by IT.
• Sign in with PDM\yourusername and your current PowerDirect password.
• Approve the Duo prompt when it appears.
• After a password change, remove the saved account from Windows App and enter it again.
• “Unknown username or bad password” means the password must be corrected or reset.

NEW OR REBUILT COMPUTER

Set up a PDM-owned Windows computer

• Use this process only on a computer owned by PowerDirect.
• Before starting, make sure Microsoft Authenticator and your Security info are ready.
• Connect the computer to the internet.
• Select Set up for work or school.
• Sign in with the PowerDirect address assigned for Microsoft 365, not an email alias or personal Microsoft account.
• Complete the Authenticator prompt when requested.
• After the desktop appears, leave the computer powered on and online for 20–30 minutes while company settings install.
• Open Outlook, Teams, and Word to finish signing in.

ONEDRIVE

OneDrive is waiting or not syncing

• Open OneDrive from the Windows Start menu.
• If setup is waiting, sign in with the same PowerDirect address used for Microsoft 365.
• Check that the blue cloud icon says Up to date.
• If an error appears, open OneDrive to identify the affected file.
• Do not save company files in a personal OneDrive account.

MFA / NEW PHONE

I replaced or lost my verification phone

• If another verification method still works, open Security info .
• Add the new phone before removing an old working method.
• Keep more than one verification method when available.
• If no method works, contact IT for identity verification.

MAPPED DRIVES

A shared drive is missing or unavailable

• Confirm AWS Client VPN shows connected.
• Open File Explorer and select This PC.
• If an assigned drive shows a red X, double-click it once.
• After a password change, fully quit and reconnect AWS VPN.
• Only drives assigned to your work role will appear.
• Tell IT the missing drive letter and the exact error.

MICROSOFT 365

An app asks me to sign in after a password change

• Fully close and reopen Outlook, Teams, or OneDrive.
• Select the PowerDirect work account already shown.
• Enter the same Microsoft 365 sign-in address used during your password reset and the new password.
• Do not add or select a personal Microsoft account.

SUSPICIOUS EMAIL

I received a message that may be phishing

• Do not click, open attachments, reply, or forward it normally.
• In Outlook, select Report → Phishing.
• If you clicked or entered information, contact IT immediately.
• Never approve an unexpected verification request.