How do I resync a Duo hardware token?

Overview

Duo hardware tokens (Duo branded, or Feitian C100) may drift out of sync with Duo servers. This article covers how to resync an out of sync token.

Note: this doesn't apply to the Feitian C200 tokens which cannot be resynchronised. 

Step 1

From a Duo universal prompt, select "Other Options".

This is a picture of a duo push declaration.

Step 2

Select "Hardware token".

This is an image of a log in options menu.

Step 3

Enter your the passcode from your token and select "Verify".

This is an image of a passcode entry field

The login attempt will fail. Repeat Step 3 twice more. The second attempt will also fail. After the third attempt, proceed to Step 4.

This is a picture of a passcode entry failure.

Step 4

After the third attempt, you should get a "success" message. Your token has been resynced successfully.

This is a picture of a success message.

 

If you do not get a success message after the third attempt, please submit a ticket to OIT.

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