If you use Outlook Web Access:

  • The new website address is https://agmail-2fa.Smarshmail.com. Log in with your same login ID and password.
  • After logging in for the first time, you will be asked to set up a one-time security profile.
  • Confirm that your email, contacts, and calendar information are available. If you do not have your complete data, please contact Smarsh/Intermedia at 800-206-5836 for support.

If you use an older version of an Outlook Mail Client:

  • Download a copy of Outlook 2016 after your mailbox has been upgraded. You cannot download a copy in advance.
  • Confirm that your email, contacts, and calendar information are available. If you do not have your complete data, please contact Smarsh/Intermedia at 800-206-5836 for support.

If you use Outlook Mail Client 2016:

Additional Help

Support

  • If you have any questions prior to the date your email is upgraded, please contact us at [email protected].
  • After your email is upgraded, a dedicated support team will be available at 800-206-5836 to help you through this process.

Thank you.



 

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Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. We will assume your issue has been resolved if we do not hear from you within 96 hours. Thank you for allowing us to be of service to you.

Case Information

Submitter: Sonia Green-James

Case Number: 6545685

Title: Outlook prompting for password. 

Created: 11/11/2022 10:56 AM

Case Status: WaitForCustomer

Engineer Assigned: Mohammad R

Username: Smarshmas1

SubAccount Username: CID-13727

 

Response By Email (Mohammad R) (11/11/2022 12:28 PM)

Hello Richard, 

 

Thank you for contacting Intermedia Support!

It was a pleasure speaking with you today, here is a follow-up to our phone conversation:

 

Summary of issue(s): Outlook prompting for password. 

 

Steps that were taken:

 

-Called you back to work on resolving the issue.

 

-You were gone for the day and requested to proceed on the case on Monday. 

 

-As discussed we would work on this issue on Monday  please call us at 1.800.379.7729 option 3 on Monday anytime whenever it is convenient for you to have us assist and provide case number 6545685 to the support agent.

 

 -Please Utilize  Outlook Web access Until the issue with the link is fixed, as the issue with the link is a temporary one please try to open it again later if you get a chance.

 

Knowledge Base Article(s) for your reference: https://support.smarshmail.com/app/articles/detail/a_id/24338/kw/2FA

 

Status: WaitForCustomer 

 

Next Steps: You can Reply to this email for any updates on the working of the link. 

 

Thank you for contacting Intermedia Support! We pride ourselves in providing a Worry-Free experience, so if we can help further, please do not hesitate to ask! You may receive a survey regarding our interaction today, We would appreciate any feedback you would care to provide. You can also provide feedback anytime by emailing [email protected]. Thank you and have a great day!

 

 

 

Response By Email (Mohammad R) (11/11/2022 11:07 AM)

Hello Sonia, 

 

Thank you for contacting Intermedia Support!

It was a pleasure speaking with you today, here is a follow-up to our phone conversation:

 

Summary of issue(s): Outlook prompting for password. 

 

Steps that were taken:

 

-Found that 2fa for Exchange is enabled on account [email protected] and we needed to allow this device from Management portal.

 

-Initiated a remote session.

 

-We had received a notification in our inbox with a link to Exchange device management portal to activate the token and authorize this device.

 

-We were Not able to open Exchange device management portal https://2fa.agmail.smarshmail.com We are getting "This site can't be reached", We tried  Alternative browsers , different devices and Cellular data but the issue persists.

 

-As are still looking for the solution to this issue we Scheduled a callback.

 

-Set the status of the case in "waiting" 

 

Knowledge Base Article(s) for your reference: https://support.smarshmail.com/app/articles/detail/a_id/24338/kw/2FA

 

Status: WaitForCustomer, as we discussed.

 

Next Steps: I Wil call you back as discussed. 

 

Thank you for contacting Intermedia Support! We pride ourselves in providing a Worry-Free experience, so if we can help further, please do not hesitate to ask! You may receive a survey regarding our interaction today, We would appreciate any feedback you would care to provide. You can also provide feedback anytime by emailing [email protected]. Thank you and have a great day!

 

 


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