Avidity Science Helpdesk

Table of Contents

Overview of Required Tasks for Completion. 1

Step 1: Connect to Outlook Web Using Your New Account 1

Step 2: Automatically Configure Office 365 Apps to Use Your New Account 7

Step 3: (Optional) Sync Your Work Email with the Outlook App on Your Mobile Device. 10

Troubleshooting. 13

Overview of Required Tasks for Completion

• Requirements:
  1. Computer with an internet connection 
  2. Mobile device
• Primary Tasks:
  1. Connect to Outlook Web Using Your New Account 
  2. Automatically Configure Office 365 Apps to Use Your New Account
• Optional Tasks:
  1. Sync Your Work Email with the Outlook App on Your Mobile Device
  2. Troubleshooting 

Step 1: Connect to Outlook Web Using Your New Account

This step is critical as you will need to log in and confirm a few things, such as Two-Factor Authentication, password, etc. Once this step is done, you can move on to setting up the Outlook app on your computer.

1. Open Outlook web in your web browser’s incognito mode: https://outlook.com/
2. Click on sign in at the top right corner of your screen
3. Enter your email address (e.g. [email protected])  
4. Click next to go to the next screen
5. Enter the same password that you use to login to your old email.
   1. Note: if you don’t know your password, please reach out to one of the following Internal IT Support Engineers by Phone / use your personal email to contact by email: [email protected] 
   2. [email protected] is a shared mailbox that will provide the fastest service from these individuals.
      1. Stone Edwards: [email protected] 
      2. Hasitha Loolbadduwa: 07535825633 / [email protected] 
      3. Felix Chen: [email protected] 
      4. Austin Narus: [email protected]
      5. Ameer Al-Turaihi (ATS): [email protected] 
      6. Tom Sayeau (ATS):  [email protected]
      7. Nick Gertmann: [email protected]
      8. Christina Green: [email protected]

Please Note – If you are using your personal Mobile phone and you do not wish to install Microsoft Authenticator application please select “I want to use a different method” option lower left hand to complete the set up using Text message.

7.1 – For company mobile handset users - Installing Microsoft Authenticator application and use QR code to complete the set up.

1. Click Next on the Two-Factor Authentication screen and enter your phone number so it can be used as a backup for Microsoft Authenticator.
2. Enter your phone number details and click next to verify it
    

7.1 – Personal mobile handset users - Choose a different method (Text) 

Select “I want to set up a different method”, then select Phone.

Select Country and then Enter your phone number and select Text me a code. Select Next.

On your phone, check for a verification code sent from Microsoft, sent through SMS Text message. Enter the verification code on the website. Select Next to continue.

NOTE: If you receive an error message here, select Resend code. The verification code may have expired if it took too long to enter it.

Select Next to continue.

Select Done to finish the set up.

If prompted, select Yes or No for whether to Stay signed in with your account.

Step 2: Automatically Configure Office 365 Apps to Use Your New Account

Now that you have finished setting up your account in Outlook Web, you can use the "On-Demand Desktop Migration" tool to automate Step 3, which involves logging into Outlook, Teams, etc. This tool will perform all the tasks automatically and quickly, requiring minimal interaction.

1. Click on "Start" to begin the configuration process and then press "Next" to proceed to the next steps until all the tasks have been completed.
                                                                     
    
   
    
   1. Note: You may receive an error message indicating that you need to close OneDrive or Outlook first; you can click on the highlighted message to automatically close the app. 
   2. Note 2: You might also be prompted to reboot your computer. Make sure to reboot the computer and then open the tool again to proceed with the next steps.

Step 3: (Optional) Sync Your Work Email with the Outlook App on Your Mobile Device

Please note that the instructions below are designed for iPhones, but the same steps apply if you are using an Android device. We don’t support any mail app other than the official Outlook app from Microsoft. 

1. Download the Outlook application from the Apple App Store or Google Play Store.
    
2. Open the Outlook app on your phone
   1. Note: If you have previously used the Outlook app to access your Avidity email, you will need to remove that email before proceeding to the next step. To remove your email, follow the steps below:
      1. Open the Outlook app on your phone
      2. Click on your icon at the top left corner next to the “inbox” text
      3. Click on the gear icon at the bottom left corner of the screen
      4. Under Mail Accounts, you might see <username>@AvidityScience.com, if you do, then click on the email to open a submenu
      5. Scroll down and click on Delete Account
      6. Confirm the message and click Delete
      7. Close Outlook and re-open it
   2. Note: If you have previously used the Outlook app to log in to your other email addresses that are not related to Avidity, you will need to follow the steps below to proceed with the main steps:
      1. Open the Outlook app on your phone
      2. Click on your icon at the top left corner next to the “inbox” text
      3. Click on the gear icon at the bottom left corner of the screen
      4. Under Mail Accounts, click Add Mail Account
      5. From the submenu, click on Add Email Account
      6. Proceed with the main steps below
3. Enter your work email address <username>@AvidityScience.com
4. Click on Add Account
    
5. You will be shown the Microsoft Authenticator screen with a popup asking you to authenticate. Click on Open Authenticator.
   
6. Enter your work email address <username>@AvidityScience.com
7. You will be redirected to another app/screen. Re-enter your email address and click Next.
8. Enter your password
9. Click Sign in 
10. You will need to verify with Microsoft Authenticator by entering the same number displayed on your phone screen in the Microsoft Authenticator app.
11. Once authenticated, your Outlook app will display several error/notification messages. You can ignore all of them and click OK to close them. 
12. Your Outlook app will close, and you will need to reopen it to complete the setup.
13. You have now completed this step, which should conclude everything that you are required to complete. If you encountered any issues during this process and would like to elaborate on any point, please send an email to:
    1. Stone Edwards: [email protected] 
    2. Hasitha Loolbadduwa: [email protected] 
    3. Felix Chen: [email protected] 
    4. Christina Green: [email protected] 
    5. Austin Narus: [email protected] 
    6. Ameer Al-Turaihi (ATS): [email protected] 
    7. Tom Sayeau (ATS):  [email protected] 
    8. Dan Mcintosh (ATS): [email protected] 

Troubleshooting

If the On-Demand Desktop Tool doesn't work, follow the steps below:

1. Open Control Panel and change the view from Category to Large or Small Icons.
2. Click on Mail 
3. Click on Show Profiles
    
4. Select your main profile and click Remove.
    
5. Acknowledge the warning message and press Yes.
6. Launch File Explorer and navigate to the following directory:
   1. C:\Users\%username%\AppData\Local\Microsoft\Outlook\RoamCache
7. Remove all the files under the RoamCache directory.
    
8. Open Outlook.
9. Enter the new profile name “ATS_Avidity”
10. In the email address field, type your ATS email address
    1. E.g., [email protected] 
    2. Note: It's important to type @atsautomation.com instead of @AvidityScience.com in this step. This is only to ensure that Outlook in Windows does not use your old credentials, which would result in an error message. After this step, you will continue to use your @AvidityScience.com account without any issues.
        
11. You will be presented with a Microsoft sign-in screen. Remove the @atsautomation.com portion and replace it with @AvidityScience.com.
    1. Before:
        
    2. After:
        
12. Enter your new ATS password and click Sign in 
13. You will be presented with a Microsoft Authenticator screen. Follow the prompt and enter the number shown on your Microsoft Authenticator app to log in.
14. After you login, you will see this screen
     
15. Click on no, sign in to this app only
16. Click on done
17. Your Outlook app is now working. You might need to wait a couple of minutes for your emails to load. We can now move on to the next step, which is to connect your work email to the Outlook app on mobile phones.

If you’re having access issues with your web browser, follow the steps below to clear your cookies and cache:

1. Open your preferred web browser
2. Go to Settings
3. Search for "Cache"
4. Choose "Clear Browsing Data"
5. Select Time Range and Data Types and select “All Time”
6. Clear Data
7. Re-open your browser and check if the access issue is resolved now.