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Duo 2 Step Authentication - Common Issues

This article provides solutions to common issues with DUO two factor authentication

Common Issues

Please contact the Techbar at 262-595-2444 within the hours of Monday - Friday 7:45 - 4:30 if you have an issue that isn't listed here or if you have any other issues/ questions.

I got a new phone / new phone number

If you get a new phone or new phone number you'll need to re-activate Duo Mobile via the Duo device management portal.

We have a detailed guide on how to do this here: How to Reactivate DUO Mobile 

I have stopped receiving push notifications on Duo Mobile

If you got a new phone or new phone number, please see the "I got a new phone / new phone number" section above.

You may have trouble receiving push requests if there are network issues between your phone and Duo's network. Many phones have trouble determining whether to use the WiFi or cellular data channel when checking for push requests, and simply turning the phone to airplane mode and back to normal operating mode again often resolves these sort of issues, if there is a reliable internet connection available. Similarly, the issue may be resolved by turning off the WiFi connection on your device and using the cellular data connection.

If you have no access to mobile data or WiFi, the enter a passcode option should work without network. If you have cell service, but not data, the call me option should work as well.

Check the time and date on your phone and make sure they are correct. If the date and time on your phone are manually set, try changing your device's configuration to sync date and time automatically with the network.

If you've tried the suggestions here but can't get Duo Push working or reactivate your device as decribed in the "I got a new phone / new phone number" section, please contact the Techbar at 262-595-2444 within the hours of Monday - Friday 7:45 - 4:30 for assistance.

I lost my phone

Contact the Techbar at 262-595-2444 within the hours of Monday - Friday 7:45 - 4:30 as soon as you can if you lost your phone or suspect that it's been stolen!

If you have previously set up an alternate device, you can disable the lost/stolen device at the Duo device management portal. Simply click on the button labeled Device Options on the affected device and click the trash can icon.

While it's important that you contact CTS if you lose your phone, remember that your password will still protect your account.

My hardware token (Duo fob) stopped working / is out of sync

Your token can get "out of sync" with the network if the button is pressed too many times in a row and the generated passcodes aren't used for login. In some cases this can happen by accident if the token is stored next to other objects in a pocket, backpack, etc.

To resolve this issue, we have a guide for this here: DUO - How do I re-sync my fob?.

I am running iOS 8 (or lower) and I am not able to install the current version of Duo Mobile from the App Store on my device

The minimum supported operating system version for Duo Mobile is iOS 9. Users installing Duo Mobile for the first time with devices running iOS versions below 9 must download the generally available Duo Mobile app release from the App Store on a newer Apple device running iOS 9+, while signed in with the same iTunes account you plan to use with your iOS 8 or lower device.

Then, browse to "Purchased Items" on your iOS 6, 7, or 8 device to install Duo Mobile. You will will receive the latest compatible version of Duo Mobile (3.16.7).

Alternatively, if this doesn't work, the call me option should function. 

I am using Microsoft Internet Explorer and the Duo Prompt does not display correctly

CTS does not recommend using Internet Explorer for any UWP related functions. Duo does not work well with internet exploerer, and internet explorer introduces more issues than with just Duo (Canvas, Rangermail, Solar, etc.). Please try authenticating with duo with Firefox or Google Chrome. Below are links to download them.


Google Chrome:

Other issues

Please contact the CTS Tech Bar at at 262-595-2444 within the hours of Monday - Friday 7:45 - 4:30 if you have any issues with any of the above solutions, if the above solutions did not work, or if you have any other questions.

Keywords:duo 2 step two step authentication faq frequently asked questions mfa reactivate phone device management portal   Doc ID:83373
Owner:Michael G.Group:UW Parkside
Created:2018-07-05 13:36 CDTUpdated:2021-12-28 12:08 CDT
Sites:UW Parkside
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