Overview Help Window 1. Reset 2. Sign In 3. Rightworks 4. Mobile 5. Passwordless Recap
Caution: do not attempt to follow this guide until the maintenance window ends at 12:30 PM MT on Sunday, August 16. Starting early may cause sign-in errors.
All-Staff Guide

Your Sign-In Update Guide

Between August 16–17, we're updating how you sign in to Microsoft 365. This guide walks you through everything you need to do afterward, in order, one step at a time.

Reading a printed, saved, or emailed copy? The newest version of this guide always lives at
signinguide.sorren.com

If you get stuck
Temporary support line, this week only
First move
Reset your password
Second move
Sign into Teams & Outlook
Third move
Reconnect Rightworks
Fourth move · optional
Update email on your phone
Fifth move
Go passwordless
Before you start

Get Help This Week

IT has set up a temporary support line just for this project:

☎ 312-205-3232

This line is temporary and staffed from Sunday, August 16 (starting 12:30 PM MT) through Friday, August 21. Please call it only for issues completing the steps in this guide: signing in, resetting your password, or reconnecting your apps.

For anything else (your regular day-to-day IT needs) please keep submitting a ticket the normal way at sorrenhelpdesk.freshservice.com.

Before you start

Maintenance Window

On Sunday, August 16, Microsoft 365 (Outlook, Teams, Word, Excel, and related apps) and some connected work applications will be unavailable:

10:30 AM MT – 12:30 PM MT
A two-hour window on Sunday, August 16.
Eastern: 12:30–2:30 PM Sunday · India: 10:00 PM Sunday–12:00 AM Monday · Philippines: 12:30–2:30 AM Monday

Don't try to sign in, reset your password, or use these apps during this window. Once it's fully over, come back here and start with Step 1 below.

When should you do this? The next time you sit down to work after 12:30 PM MT Sunday, whether that's Sunday afternoon or Monday morning, do Step 1 before diving into anything else. It takes about 5 minutes. If Outlook or Teams signs you out sooner than that, don't worry. That's expected; just follow this guide whenever it happens.
1
Step 1

Reset Your Password

Pick one of the three options below, whichever is easiest for you. You only need to do one; all three get you to the same place.

A Use aka.ms/sspr

From any browser, on your computer or phone, go to aka.ms/sspr. Enter your Sorren email address and follow the prompts. You'll verify your identity through Microsoft Authenticator, then set a new password.

B Use Microsoft Authenticator

Open the Microsoft Authenticator app on your phone. Tap your Sorren work account, then tap Forgot password? (it may say Reset password). Follow the prompts to verify your identity and set a new password.

C Wait to be prompted

Don't want to do anything right now? That's fine. The next time you open Outlook, Teams, or another Microsoft 365 app (or sign in at m365.cloud.microsoft), you'll be asked to sign in again. Click Forgot my password? on that screen and follow the prompts.

Picking your new password: use a passphrase of 14 characters or more, the length Microsoft recommends; three unrelated words with a number or symbol works well, like coffee-mango-drill7 (invent your own; every coworker reading this guide just saw that one). It's easier to remember and far harder to crack. Include at least three of these four: uppercase letter, lowercase letter, number, symbol. It can't be the same as your current password, and Microsoft rejects common or easily guessed ones. If yours gets rejected, go longer. Once it's set, save it to your 1Password vault right away so it's there when you need it.
Authenticator not cooperating? If the approval notification never shows up, open the Microsoft Authenticator app itself; pending requests appear inside it (and make sure your phone has internet). If you've gotten a new phone or deleted the app since you registered, call the support line and we'll get you set up again.
Good to know: all three options run through the same reset process. Microsoft calls it Self-Service Password Reset, or SSPR. They're just different doors into the same room. Pick one and move on to Step 2 once you have successfully reset your password.
2
Step 2

Sign Into Teams & Outlook

Once you've set your new password, open Microsoft Teams and Outlook on your computer. When prompted, sign in with the new password you just created.

Give it a minute to sync; your mailbox, chats, and files will look exactly as you left them.

Need email in a hurry? Outlook and Teams also work in any web browser: outlook.office.com and teams.microsoft.com, using your new password. If a desktop app is being stubborn, keep working in the browser and sort the app out when there's time. Nothing is lost either way.
More prompts may follow. Over the next day or two, other Microsoft apps (OneDrive, Edge, Word) may also ask you to sign in. It's the same new password everywhere. And if you use more than one computer, you'll repeat these sign-ins on each one; that's normal.
3
Step 3

Reconnect Rightworks & Your Office Apps

Two different passwords. Rightworks keeps using your existing Rightworks password, not the new one you just created in Step 1. Keep them straight as you go through these steps.
  1. Log into the Rightworks portal at cloud.rightworks.com using your current Rightworks password (this one hasn't changed).
  2. From inside Rightworks, launch Excel or Word.
  3. When prompted to sign into Microsoft 365, use your new password from Step 1.
  4. Launch Outlook from within Rightworks and sign in, or confirm you're already signed in.
  5. Launch Teams from within Rightworks and confirm you're signed in there too.

Having trouble with Outlook?

If Outlook won't sign in correctly, removing and re-adding your account usually fixes it.

New Outlook

  1. Click View → View settings (or File → Account info).
  2. Select Accounts → Your accounts.
  3. Select your Sorren account, then choose Remove.
  4. Under Email accounts, select Add Account, enter your Sorren email address, and continue.
  5. Sign in with your new password and finish the prompts.

Classic Outlook

  1. Click File in the top-left corner.
  2. Click Account Settings → Account Settings.
  3. On the Email tab, select your Sorren account, click Remove, then confirm.
  4. Click New, enter your Sorren email address, and click Connect.
  5. Sign in with your new password and finish the prompts.

Still stuck after removing and re-adding the account? Keep working in web Outlook at outlook.office.com and call the support line; profile repairs are quick when we do them together.

4
Step 4 · Optional

Update Email on Your Phone

Only needed if you're having trouble with email on your phone. Everything working fine? Skip this step.

iPhone

  1. Open the Outlook app, tap the Home icon, then the gear (Settings).
  2. Under Accounts, tap your Sorren account.
  3. Scroll down, tap Delete Account, then confirm.
  4. Reopen Outlook, tap Add Account, enter your Sorren email, and sign in with your new password.

Android

  1. Open the Outlook app, tap the menu icon (three lines), then the gear (Settings).
  2. Under Accounts, tap your Sorren account.
  3. Scroll down, tap Delete Account, then confirm.
  4. Reopen Outlook, tap Add Account, enter your Sorren email, and sign in with your new password.

Using your phone's built-in Mail app instead of Outlook? The same idea applies: remove the Sorren account from your phone's Mail/Accounts settings, then add it back the same way, using your new password.

5
Step 5 · Last one

Go Passwordless

This last step is quick and makes signing in faster from now on: approve sign-in with a tap on your phone instead of typing a password.

iPhone

  1. Open the Microsoft Authenticator app.
  2. Tap your Sorren work account.
  3. Tap Enable phone sign-in (may show as Set up passwordless sign-in).
  4. Follow the on-screen prompts to finish.

Android

  1. Open the Microsoft Authenticator app.
  2. Tap your Sorren work account.
  3. Tap Enable phone sign-in (may show as Set up passwordless sign-in).
  4. Follow the on-screen prompts to finish.
You're done! Going forward, you can approve most sign-ins with a tap instead of a password.
Quick Reference

Recap Checklist

Use this as a quick run-through once the maintenance window has ended.

Still need a hand?

Issues completing this guide

Call the temporary support line, staffed Sunday, August 16 (from 12:30 PM MT) through Friday, August 21.

☎ 312-205-3232

Everything else

General IT needs still go through the normal ticket queue.

Submit a ticket →

Rightworks Direct Support

Having trouble specifically with the Rightworks portal or the apps inside it (Step 3)? Rightworks is hosting a live Zoom support room during the cutover, and you're welcome to join directly:

Join the Rightworks support Zoom →

  • Sunday, Aug 16: 4:00 PM to 1:00 AM MT (6:00 PM to 3:00 AM ET)
  • Monday, Aug 17: 6:00 AM to 4:00 PM MT (8:00 AM to 6:00 PM ET)

For everything else in this guide, start with the Sorren support line above.