Duo MFA common problems and solutions

Overview

On occasion, the UI community may encounter issues when using MFA. If you need technical assistance, students should contact the Student Technology Center. UI faculty and staff should contact their contact their Technology Solutions Partner (TSP) or Local Support for help.

 

I need to reactivate Duo Mobile.

If you get a new phone, you'll need to re-activate Duo Mobile for the two-factor authentication process. You may enroll your new device yourself using Duo's device management after authenticating via an alternate method (like SMS). Please see How do I reactivate Duo Mobile? for more details. Otherwise, contact your TSP or Local Support (for UI employees) or the Student Technology Center (for UI students) for assistance.

I have stopped receiving push notifications on Duo Mobile.

You may have trouble receiving push requests if there are network issues between your phone and our service. Many phones have trouble determining whether to use the WiFi or cellular data channel when checking for push requests.

  • 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.
  • 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 can't get Duo Push working on your own, you can log in with a passcode generated by the Duo Mobile app and send a new activation link to your phone by following the instructions in the Managing Your Devices help article.

If you've tried the above suggestions here but Duo Push is still not working, please contact your TSP/Local Support (for UI employees) or Student Technology Center (for UI students) for help with next steps.

I lost my phone.

While it's important that you contact ITS if you’ve lost your phone, remember your UI password will still protect your account.

  • If you previously enrolled a second authentication device, at login you can use My Settings & Devices to delete your lost or stolen phone.
  • If you are not able to log in to Duo at all, then your TSP/Local Support or the Student Technology Center (for UI students) can help. They can disable the missing phone for authentication and help you log in using another method. If more guidance is needed, they will be happy to help you!

My hardware token stopped working.

Contact your TSP or Local Support (for UI employees) or the Student Technology Center (for UI students) if your token stops working or if you can't log in with the passcodes it generates.

Your token can get "out of sync" 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. Your TSP or Local Support (for UI employees) or Student Technology Center (for UI students) will ask you to generate three passcodes in a row and can attempt to resynchronize the token.

I am using Microsoft Internet Explorer and the Duo prompt does not display properly.

For the best results we do not recommend using Internet Explorer's Compatibility View with Duo authentication. You may be able to turn off Compatibility View yourself.

From the Address bar

If the Compatibility View button Compatibility View button displays in the Address bar to the right of the page address, you can click the button to exit Compatibility mode.

From the Internet Explorer Tools Menu

In the Internet Explorer browser window press the Alt key to display the menu bar. Navigate to Tools → Compatibility View settings and make one or more of the following changes:

  • Remove the website where you use Duo authentication from the "Websites you've added to Compatibility View"
  • Uncheck the "Display all websites in Compatibility View" option if present and enabled.
  • Uncheck the "Display intranet sites in Compatibility View" option.
  • Click the Close button to save your change.
  • Contact your ITS support staff if the Duo Prompt continues to display incorrectly.