Overview
After Earlham transitioned from Zimbra and Zlight to Microsoft Outlook, some user passwords were not fully transferred to Microsoft. Even if your password appears correct, Outlook may reject it until the password is reset.
Symptoms
- Outlook shows an "Incorrect password" message
- Repeated login prompts
- Successful login to other Earlham services but not Outlook
- Issue began after the Zimbra/Zlight migration
Applies To
- Email Platform: Microsoft Outlook (Microsoft 365)
- Former Email System: Zimbra / Zlight
- Users: Earlham faculty, staff, alumni and students
- Access Method: Outlook Web
Cause
During the email migration, Microsoft did not receive all existing passwords. A password change is required to synchronize credentials with Microsoft.
Steps for Resolution
Step 1 - Accessing the Correct Password Portal Page
Go to: https://password.earlham.edu/pwm/private/
Log in using your username and current password.
Important: If you see only a username field or are prompted to receive a code, confirm the URL does not include "forgottenpassword". That page will not resolve this issue.
Step 2 - Changing your password
Change your password following Earlham guidelines
This step is required. Microsoft will not accept your password until this change is completed.
This can take up for 30 minutes for Microsoft to receive the new password.
Step 3 - Sign In to Outlook Web
Go to: https://outlook.com/earlham.edu
Sign in using your full Earlham email address and your newly updated password
Additional Information
Expected Result
- Outlook login is successful
- Email loads normally
- No further password errors occur
Escalate If
- Password change was completed but Outlook still rejects credentials
- User cannot access the password portal
- User encounters account lockout or MFA errors
- To escalate, select Request Account Help Button on the Right side