IT Help and Systems Status
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SYSTEM STATUS

PowerDirect services

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POWERDIRECT IT HELP

How can we help?

Reset your password or find help with your work apps and devices. No office connection or AWS VPN needed to use this page.

Reset my passwordUpdate verification methodsNew laptop setup (PDF)

Password and verification links open secure Microsoft pages.

Download setup PDF

Search or browse help

Search all help or choose the category that matches your issue.

15 guides found

Passwords & Identity

Sign-in, verification, and Microsoft 365

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.
Microsoft email

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 Microsoft 365 sign-in address used during your password reset and the new password.
  • Do not add or select a personal Microsoft account.
Microsoft Outlook

OUTLOOK MAILBOXES

Add an additional mailbox to Outlook

Open a shared mailbox using your own work account, or add a separate work account with its own sign-in.

View setup steps
  • Shared mailbox: ask IT to grant access first and confirm its full email address. Restart Outlook and check whether it has appeared automatically. You do not need a shared-mailbox password.
  • New Outlook for Windows: In Mail, right-click your account name in the left folder pane and choose Add shared folder or mailbox. Enter the mailbox address and select Add. Look under Shared with me.
  • Classic Outlook for Windows: Go to File → Account Settings → Account Settings. On the Email tab, select your PowerDirect account, then Change → More Settings → Advanced → Add. Enter the shared address, select OK to close both dialogs, then Next → Finish → Close.
  • Outlook on the web: Open Outlook with your own work account. Right-click Folders and choose Add shared folder or mailbox, enter the address, and add it. To open it separately, use your profile menu → Open another mailbox.
  • If access was just granted, allow a few minutes and restart Outlook. If the mailbox still will not open, send IT its address and the exact error. Sending from it may require additional permission; check the From address before sending.
  • Separate work account with its own sign-in: In new Outlook, open View → View settings → Accounts → Your accounts → Add Account. In classic Outlook, use File → Add Account. Enter that account’s email and complete its sign-in and verification. Do not request or use a coworker’s password.
  • Microsoft’s illustrated instructions: Shared mailboxes or Separate email accounts .

Remote Access

AWS VPN, Windows App, and shared drives

AWS

AWS VPN SETUP

Set up secure remote access on my computer

Install AWS VPN Client through Company Portal on your PowerDirect-managed Windows computer. You do not need an administrator password.

View setup steps
  • Open the Windows Start menu, type Company Portal, and open the Company Portal app.
  • If asked to sign in, use your assigned PowerDirect work email and complete verification.
  • Select Apps, search for AWS VPN, open the AWS VPN Client listing, and select Install. Wait until Company Portal shows it is installed.
  • Install the PowerDirect AWS VPN configuration from Company Portal if it is listed separately for you.
  • Open AWS VPN Client from the Start menu and select the PowerDirect profile provided by IT. If the profile is missing, contact IT to complete setup.
  • Choose Connect. Sign in with the VPN username provided by IT and your current PowerDirect password, then wait until the client shows Connected. Your VPN username may differ from your email address.
  • Open the Remote Desktop or Windows App connection provided by IT. If IT supplied an office PC address, enter that exact address. Sign in with your PDM domain account and approve your Duo prompt when shown. VPN access does not automatically grant access to every office computer.
  • If Company Portal or AWS VPN is missing, installation fails, or an administrator password is requested, contact IT. For a Mac or personal computer, ask IT for the approved setup.
  • If VPN rejects your sign-in, contact IT with the exact error. Never send your password or verification code.

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

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.

Computers & Files

App installs, Windows setup, and OneDrive

COMPANY PORTAL

Install approved work apps

Use Company Portal to install apps assigned to you on your PowerDirect-managed Windows computer. No administrator password is needed.

  • Open the Windows Start menu, type Company Portal, and open the app.
  • Sign in with your PowerDirect work account if prompted.
  • Select Apps, find the app you need, open its listing, and select Install.
  • Keep your computer connected to the internet and wait for installation to finish, then open the app from the Start menu.
  • For an app update, check its listing in Company Portal and use the available update or install option.
  • If Company Portal or an app is missing, or installation asks for an administrator password, contact IT with the app name and a screenshot of the message.
New employee setup

NEW EMPLOYEE SETUP

Set up a new PowerDirect laptop

Use the complete setup guide before turning on a new or rebuilt PowerDirect-owned laptop.

  • Open the New Employee Laptop Setup Guide from any phone or computer.
  • Do not start the laptop until you receive your username and temporary password.
  • Use the exact PowerDirect email assigned to you. It may end in @powerdirect.net or @powerdirectenergy.net.
  • Do not choose personal use or sign in with a personal Microsoft account.
Microsoft OneDrive

ONEDRIVE

OneDrive is waiting or not syncing

  • Click the OneDrive cloud icon in the notification area near the Windows clock. If it is hidden, select the up arrow first.
  • If the cloud icon does not appear, 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.

Security & Support

Suspicious email and contacting IT

Phishing warning

Urgent action

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.
Security check

Important check

CHECK THE SENDER

Make sure the name and email address match

A message can display a familiar person’s name while using an unrelated email address.

  • Select or hover over the sender’s name to reveal the complete email address.
  • Confirm the person’s name matches the address you normally use for that person.
  • Check every character after the @ sign. Look for misspellings, added words, or an unfamiliar domain.
  • Be suspicious if the message claims to be from a PowerDirect employee but the address is external.
  • Do not trust a display name, signature, logo, or previous-message text by itself.
  • If anything does not match, do not reply or click. In Outlook, select Report → Phishing.
Urgent alert

Urgent action

LOST OR STOLEN DEVICE

Protect my account after losing a device

Act immediately if a phone or computer containing PowerDirect access is lost or stolen.

  • Contact PowerDirect IT and your manager immediately. Include the device type, approximate time, and last known location.
  • Open Microsoft My Account , select Overview, and choose Sign out everywhere.
  • If the lost device was used for Microsoft Authenticator or Duo, tell IT so its verification access can be removed.
  • Change your PowerDirect password if IT directs you to do so or if anyone may know it.
  • Signing out may not take effect immediately and does not replace reporting the device to IT.
Password reset steps and reconnecting your apps

AFTER YOUR PASSWORD CHANGES

Reconnect the apps you use

Your new password becomes your PowerDirect work password.

AWS VPN

Fully quit AWS VPN, reopen it, and sign in with your new password.

USERNAME FORMATPDM\yourusername

Microsoft 365

Outlook, Teams, or OneDrive may ask you to sign in again. Use your full PowerDirect email and new password.

Reset page not working?

If Microsoft cannot verify your identity, contact your manager or the PowerDirect IT contact you normally use. IT may need to update your verification methods.