Duo Mobile FAQ

I am not receiving Push notifications when I request them.

Android

If you expected to receive an authentication request and one hasn't shown up in Duo Mobile:
- Try leaving and returning to the app, as this can "fetch" the notification.
- Closing or force quitting the app and reopening it will also fetch the notification.
  - Go to detailed instructions from Duoto resolve this issue.

Apple

If you expected to receive an authentication request and one hasn't shown up in Duo Mobile:
- Try leaving and returning to the app, as this can "fetch" the notification.
- Closing or force quitting the app and reopening it will also fetch the notification.
- You may also try swiping down from the top of the screen to check the notification center to see if the push was delivered silently due to skipping notification permissions when you set up the app.
  - Go to detailed instructions from Duo to resolve this issue.

Note: If push notifications are still malfunctioning, reactivate Duo Mobile.
Contact the IT Service Deskfor additional assistance.

I selected "Remember me for 12 hours," but Duo still asks me to authenticate.

Selecting “Remember me for 12 hours” allows you to bypass Duo authentication for a period of twelve (12) hours. This applies to one (1) computer, IP address, and web browser.
- Note: You will be prompted to authenticate to Duo if you open another web browser, an incognito tab, or use another computer.

I don't have my Duo device (phone, etc.). How do I log in?

Please call the IT Service Desk for exceptional situations in which you need to log in, but do not have your registered device. A representative will verify your identity and provide you with a temporary bypass code.

My account is locked.

You will automatically be locked out when five (5) consecutive failed login attempts occur. You will need to wait 15 minutes for the lockout to clear before you try again.

This might be caused by but not limited to the following:
- Not approving multiple push notifications because the Duo Mobile app is not open
- Selecting the wrong device or a device that’s not properly enrolled
- Fraudulent log-in attempts without the user's knowledge

What should I do if I get a Duo push notification I didn't expect?

You should report all Duo Push messages that you did not generate to the IT Service Desk. This may signify someone attempting unauthorized access to your account, and your password may be compromised.
- Deny the push notification and then confirm that it’s a fraudulent attempt. You should change your ISU password if this occurs.
  - Select DENY in the Duo Mobile App if you receive a push notification that you did not initiate
  - Reset your password here

I can't log in because Duo says my account is disabled. What should I do?

If you get a message from Duo indicating that your account is disabled, please contact the IT Service Desk. After verifying your identity, a representative will be able to help you re-enable your Duo account.

Firefox says I have the latest update, but Duo says I'm Out-of-Date.

Windows (10/11) or a MacOS (10.15 or newer) Possible Issues:
- There is an extended support installation called Extended Support Release which is available for older devices but can also be downloaded on newer devices. This installation of Firefox will not receive the latest updates and cannot be used with Duo. You can see if you have this by following the steps listed below.
- This can be resolved by simply installing the default version of Firefox from the website ( https://www.mozilla.org/en-US/firefox/new/ ). Be sure to create a backup of your bookmarks or sign in and activate the sync option. You can now uninstall the ESR installation of Firefox and replace it with the default using the setup tool downloaded from Firefox.
- Go to Updating Browsers and Mobile OS for information on updating your system.
  - Contact the IT Service Desk for additional assistance.

Should I allow my Duo mobile app to update automatically?

Yes. Keeping the Duo app up-to-date will ensure that any security vulnerabilities are resolved as quickly as possible.

My Duo Device has been Lost, Stolen, or Destroyed.

If your authentication device has been lost/stolen/destroyed, contact the IT Service Desk for a temporary bypass code so you are able to access your ISU services. The team can disable your device from being able to authenticate with Duo.
- Note: Your ISU Username and password (first factor) will continue to protect your ISU account even if your device is lost.
Smartphone Users: The Duo Mobile app includes a feature called Duo Restore. This functionality is available Duo for Android and iOS Duo Mobile users to back up their Duo-protected accounts and recover them when they get a new device. See Duo's Guide to the Duo Restore feature for Duo Mobile account recovery

I got a new device; how do I transfer Duo?

Follow the directions in the Tranferring Duo to my new phone article.

I changed my device and can't authenticate with Duo.

If you can't log in using your former device, contact the IT Service Desk . After verifying your identity, a representative can help you re-activate your device or add a new device.

The numbers I enter from the Duo token are not working.

From time to time, your Duo token may become unsynced and may not allow you to log in to your account. If this happens, contact the IT Service Desk and we will re-sync the token by re-adding it to your account.

Contact ITS if you need additional assistance

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Duo Mobile FAQ

I am not receiving Push notifications when I request them.

Android

Apple

I selected "Remember me for 12 hours," but Duo still asks me to authenticate.

I don't have my Duo device (phone, etc.). How do I log in?

My account is locked.

What should I do if I get a Duo push notification I didn't expect?

I can't log in because Duo says my account is disabled. What should I do?

Firefox says I have the latest update, but Duo says I'm Out-of-Date.

Should I allow my Duo mobile app to update automatically?

My Duo Device has been Lost, Stolen, or Destroyed.

I got a new device; how do I transfer Duo?

I changed my device and can't authenticate with Duo.

The numbers I enter from the Duo token are not working.

Contact ITS if you need additional assistance

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