Duo Security

Summary

Duo FAQ for students, staff, and facility to refer to.

Body

Description

Duo Security provides Multi-Factor Authentication for Idaho State University (ISU), an essential extra layer of security for ISU accounts as per the Gramm-Leach-Bliley Act (GLB Act). Duo protects against phishing, social engineering, and password attacks and secures your logins from attackers exploiting weak or stolen credentials. Whenever you log in to a Duo-protected ISU website, you will be required to verify your identity using an additional device like your smartphone, tablet, or Duo Token. This article will guide you on how to set up and use Duo at ISU.

Students

Setting Up Duo Mobile

Download the DUO app to your smartphone

DUO Mobile is available on Android and iOS devices through their respective app stores.

Note: Installing DUO Mobile on your smartphone is the best option for using DUO. If this is not possible, please contact the IT Service Desk at (208)-282-4357 for assistance.

Enroll your account in DUO

Upon claiming your ISU account for the first time, you will be prompted to set up DUO security.
- Note: You must complete the DUO setup in one session using a smartphone or tablet.
1. We recommend enrolling multiple devices to ensure access at all times.
2. ISU and DUO recommend updating your device to the latest version of Android or iOS to ensure your information stays secure.

Activate DUO Mobile
1. Click I have DUO Mobile installed on your device, then scan the QR code with your smartphone.
  - Note: If you do not have access to a second device, choose Email me an activation link instead and check your ISU email for a link.
2. Click Continue when you see the green check mark over the QR code on the Activate DUO Mobile screen.
3. Choose and Authentication Method from the When I Log In drop down.
  - Note: DUO Push is the ISU preferred method, however both options are listed when signing on to ISU protected systems and services.
4. Click Finish Enrollment.

Using Duo Mobile

DUO Push (Recommended): The easiest, fastest, most reliable, and most secure method of authentication.

Log into an ISU sites (MyISU, Canvas, IAM)
- Note: DUO will notify you if your software or browser is out of date. In most cases, you can skip updating these systems during use, but if your browser is too far out of date you will be required to update before logging in.
Duo will send a Duo Push by default.
Open the notification on your device.
In the DUO app, select the Green Check Mark to authenticate your login.

Note: If you have enabled notifications for DUO Mobile, you will be able to verify without opening the app.
Note: Each push notification lasts 60 seconds.

Other Options: If you do not want to or can't use Duo Push, click the link Other Options and select from the following:

Duo Push
Duo Mobile passcode
- You can receive a passcode by opening the DUO app and selecting Show under the ISU logo. This does not require wireless connectivity.
Hardware Token
- You can get a token from the ITS Technician Desk if your phone can't support Duo.
Bypass Code
- This is provided by the IT Service Desk after we verification.
Duo will ask Is this your device?
- Select Yes, this is my device to be remembered for 12 hours. This applies to only the same device, IP address, and browser you activate it on.
- Select No, other people use this device if you are on a computer used by other users.

Additional Information:

Once you have signed up for DUO, you must use it. All registered Students are required to use DUO, except those under 18 or in the early college program.

Transferring Duo from my Old Phone

Got a new phone and still have your old phone?

Install the Duo Mobile app on your new phone.
Log into Password and Account Management Portal (IAM) with your ISU Username and Password.
Click on My Security on the left side.
Select Add a deviceunder Duo Devices at the top.
Give your device a name under Device Name.
Ensure to select iOS or Android under Platform Type depending on what your phone is.
Type your phone number in the following format (000) 000-0000 or 000-000-0000.
Click the Check Box after you ensure your number is correct and select Submit.
Select a method to link your new phone and Duo.
- Send a secure link to 000-000-0000. (Easiest Method)
  1. You will recieve a text message.
  2. Open this text message and click on the link inside.
- Activate Using Duo Mobile
  1. Open Duo Mobile and select Set up account.
  2. Select Use a QR Code.
- Send email to personal email on file.
  1. You will receive an email from help@isu.edu, please open this email on the new phone and not a different device.
  2. Click on the link from the email.
You can now remove your old phone by clicking on your old phone and click Remove.

Got a new phone and don't have access to your old phone?

Install the Duo Mobile app on your new phone.
- If your number is the same, email the IT Service Desk at help@isu.edu.
  1. We will promptly send you a re-link via email and text message to your personal email address and your current phone number on file.
- If your number has changed, please call the IT Service Desk at (208)282-HELP (4357).
  1. We will verify your identity, and update your ISU account to reflect your new number.
  2. We will then prompt you to re-link with an email and text message to your personal email address and the updated phone number on file.

No longer have a Duo Mobile App compatible Device?

Please call the IT Service Desk at (208)282-HELP (4357).

We will verify your identity, and provide you a bypass code for the day.
Login to Password and Account Management Portal (IAM) and click My Security
Click Generate Bypass Codes under Duo Bypass Codes.

Then:

Get a new Duo compatible Device
Request a Duo Token
- You can pick up at the Pocatello Rendezvous Technician Desk or request an appointment for Idaho Falls, Twin Falls, and Meridian campuses.
- We can also mail a token for remote workers or students not near a compus.

Duo Accessibility for Visually Impaired Users

Description

I cannot see the Duo code as I am visually impaired.

Instructions

Enroll in DUO VIA enrollment email (If you did not receive an enrollment email, please contact the IT Service Desk at (208) 282-4357

Follow the instructions provided in the email invite
Once setup, you can log in to MyISU
Enter your Username
Enter your Password
Select "send me a push notification"
On your mobile device, a notification will come through
Open the notification
Select Approve

Note: Most screen readers should allow the reading of the approval notification and the Duo prompts

Staff and Faculty

If you are required to use Duo Desktop, you will see a Duo Desktop download button within the Duo Prompt during an ISU system login process. Please follow the instructions below.

Duo Desktop

Log into MyISU with your ISU Username and Password (or another Duo protected ISU system)
Click Sign In (orange button)
Click Download Duo Desktop if you are redirected to the Install Duo Desktop screen
Go to your device download folder and locate DuoDesktop
- You can also find it but clicking on the in the top right of your browser and double click on DuoDesktop.msi
Click YES for the Windows Admin prompt
Click Continue after confirming the Install for all users of this computer is highlighted
Click Install
Click Close when you see the installation was successful.
- Note: Once the installation is complete, return to a Duo-protected login screen, and you can proceed with logging into the system.

Duo FAQ

What Services are Duo Protected?

Duo Protected Services at ISU

Service	Development	Production
ADG Online Orientation
Aim - Disabilities
Banner
Barnes & Nobel
BDM - CAS
Boss (Blackbaud Award Management)
Box
Cayuse
Chrome River Travel
College Pads
CollegeNet
Cornerstone TMS
CBORD Get
Degree Works
DuBot
EAB
EMS Room Scheduling
Evisions
Experience
Experience Test
Gmail
Handshake & Handshake App
Jaggaer
Luminis
Maxient
Maximus Web Space
Millennium Fast
Moodle
Payment Works
Qualtrics
Rave Notification
Recruit
Safe Colleges
Swank Motion Pictures
T2 Parking
TerminalFour Campus WEB
TigerTracks
TouchNet
Zoom

Go to the Forgot Your Password for assistance resetting your ISU Password
Go to the Updating Browsers and Mobile OS article for assistance updating your browsers and mobile operating systems
Go to the Clearing Cache and Cookies article to fix issues with loading or formatting pages

Go to our Duo Project Launch Feedback Form to answer a short survey about your initial experience with Duo

What is the Purpose of Duo?

Why is ISU adopting Duo?

Multi-factor authentication, such as Duo, is required as part of federal requirements under the Gramm-Leach-Bliley Act.
Duo is one of the best ways to protect against remote attacks such as phishing, credential theft, and other attempts to take over your accounts. Without your physical device, remote attackers can’t pretend to be you to gain unauthorized access to the ISU network, your financial information, etc.
Duo helps to reduce the risk of devastating and costly security breaches.
Duo increases the security across IT systems that use a username and password, including MyISU, Banner, Canvas, and others.
Duo is being implemented to provide an additional layer of security, thus protecting your account from unauthorized use and allowing you to have real-time control over login events on your account. With Duo, you will be alerted on your mobile device anytime anyone attempts to log in as you.

Why do I need Duo?

ISU faculty, staff, and students will be required to use it for ISU systems and applications that have been enabled.
Duo protects access to your campus accounts, even if your Bengal ID or passwords are guessed or stolen.
Even if someone steals or hacks your password, they can't log into protected services because they won't have access to your phone, tablet, or token.

How does Duo work?

You can use a smartphone or tablet that most of us already have. This is the preferred method at ISU. It allows you to use the Duo Mobile app to receive push notifications for easy, one-tap authentication.
Once you have successfully enrolled in Duo, you are ready to start using it. When logging into a Duo-protected service or application, you will enter your username and password as usual when signing onto ISU systems. After entering your login information, Duo will require you to complete a second verification process using a registered device linked to your Duo account, such as a smartphone.

Note: We have alternatives available if you do not have a mobile device or cannot use the Duo app.

What are the benefits of Duo?

Ensure users are legitimate at every access attempt
Verify the trustworthiness of each device used to access ISU applications
Limit and monitor sensitive information exposure
Simple and secure interface for every login

Questions Regarding Duo Mobile?

Why don't I get push notifications?

Android: Under most circumstances, if your phone is on, can receive messages, and the screen is active, the app will pop open for a Duo Push request. On the other hand, if the phone is on, able to receive messages, and the screen is inactive (dark), you should get an alert (a sound or vibration) and a message that you have received a Duo Login Request. Open the Duo app and Approve or Deny the request.
- Go to detailed instructions from Duo to resolve this issue.
Apple: Apple phones don't allow this. If your phone is on and can receive messages, you should receive a message asking, "Are you logging in to Fischer Web SDK?". You can click the request and Approve or Deny the request. Under some circumstances, some Apple devices do not display a message indicating that you have received a Duo Push Request. If this happens, open the Duo app and Approve or Deny the request.
- Go to detailed instructions from Duo to resolve this issue.

Note: If push notifications are still malfunctioning, reactivate Duo Mobile.

Why is Duo asking me to authenticate even when I told it to "remember me for 12 hours"

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 or use another computer.

How much space does the Duo Mobile app take up on my phone?

The iOS app requires about 10 MB of free space
The Android app requires about 30 MB of free space

Is the Duo Mobile app safe to download and use?

Duo Mobile is available on Android and iOS through their respective app stores.

Go to the Google Play Store
Go to the Apple App Store

Which iOS Versions are Supported by Duo Mobile?

If you have issues downloading the Duo Mobile app, check to make sure your version of Android or iOS is supported. Go to Find your Operating System for assistance locating what system you currently have.

Go to Duo Android Mobile Support for detail
Go to Duo iOS Mobile Support for detail

How much data does the Duo Mobile app use?

500 pushes to a device will use about one MB or 1/1000 GB of data, roughly equivalent to loading one webpage on a smartphone.

Trying to log in but Duo states your account is locked?

Please contact the IT Service Desk to resolve this lock by either calling or visiting in person.

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

Please contact the IT Service Desk for exceptional situations in which you need to log in but do not have your registered device. They will verify your identity and provide you with a temporary passcode.

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.
Go to the ISUPassword Reset Portal and reset your password.

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.

What do I do if my Duo device has been lost/stolen/damaged?

If your authentication device has been lost/stolen/destroyed, contact the IT Service Desk for a temporary passcode 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'sGuide to the Duo Restore feature for Duo Mobile account recovery

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

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

Questions Regarding Duo Token?

How do I request a token?

In some circumstances, you may be unable to log in using the Duo app. If you cannot download/use the DUO app, complete a Duo Token request. You must indicate whether you are faculty, staff, or a student, your campus location, a preferred contact phone number, and the reason for requesting a token (ex. can't download the app, traveling overseas, etc.).

How do I return a token?

If you no longer need your Duo Token, please return it to the IT Service Desk. We will disassociate it from your account and ready it for another user.

How do I get a token if I am not on campus?

If you are unable to visit one of our campuses (Pocatello, Idaho Falls, Meridian, or Twin Falls) in person, please include your current mailing address on your Duo Token request , and we will mail you a token. When you receive your token, please contact the IT Service Desk to activate it.
- Note: We will not mail tokens to international addresses. The client must be living in the United States.

If I find a token on campus, where should I return it?

If you find a Duo token, please turn it into your campus's IT Service desk.

Who do I contact if I lose or break my token?

If your token is lost, please notify the IT Service Desk immediately. We will remove the device from your account and help you set up another device or token.
- Note: Occasionally, your Duo token may become disconnected and not allow you to log in to your account. If this happens, contact the IT Service Desk, and we will resynchronize the token by readding it to your account.

Why is my Duo Token Number now working?

The Duo token may be out of sync and may need to be resynchronized with Duo. This occurs when the green button on the token is pressed multiple times without using the generated numbers to multi-factor in. To re-sync it contact the IT Service Desk .

Traveling out of the USA and need Duo access?

Most people can use the Duo Mobile app on a smartphone or tablet when traveling. The app can generate a passcode even if you don't have a cellular or WiFi connection.

Duo offers multiple options to meet your needs when traveling. You might be able to use your regular Duo option if you need to log in to a Duo-protected ISU system or application while traveling. Or you may, however, need to use alternative options depending on your preferred choice and travel plans.

Note: Duo is subject to U.S. export control regulations if you are traveling to embargoed countries.
- Go to the Export Control at ISU Website for guidance

Why does Duo say Firefox is out of date when Firefox says it’s up to 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.

Still having issues? Try some of these suggestions

Go to the Duo's Website for additional guides, videos, instructions, and more.
Go to the Updating Browsers and Mobile OS article for assistance updating your browsers and mobile operating systems
Go to the Clearing Cache and Cookies article to fix issues with loading or formatting pages

Contact ITS if you need additional assistance

Details

Article ID: 167560

Created

Fri 7/11/25 10:54 AM

Modified

Thu 9/11/25 1:29 PM

Duo Security

Summary

Body

Description

Students

Setting Up Duo Mobile

Using Duo Mobile

Transferring Duo from my Old Phone

Got a new phone and still have your old phone?

Got a new phone and don't have access to your old phone?

No longer have a Duo Mobile App compatible Device?

Duo Accessibility for Visually Impaired Users

Description

Instructions

Staff and Faculty

Duo Desktop

Duo FAQ

What Services are Duo Protected?

What is the Purpose of Duo?

Why is ISU adopting Duo?

Why do I need Duo?

How does Duo work?

What are the benefits of Duo?

Questions Regarding Duo Mobile?

Why don't I get push notifications?

Why is Duo asking me to authenticate even when I told it to "remember me for 12 hours"

How much space does the Duo Mobile app take up on my phone?

Is the Duo Mobile app safe to download and use?

Which iOS Versions are Supported by Duo Mobile?

How much data does the Duo Mobile app use?

Trying to log in but Duo states your account is locked?

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

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

Should I allow my Duo mobile app to update automatically?

What do I do if my Duo device has been lost/stolen/damaged?

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

Questions Regarding Duo Token?

How do I request a token?

How do I return a token?

How do I get a token if I am not on campus?

If I find a token on campus, where should I return it?

Who do I contact if I lose or break my token?

Why is my Duo Token Number now working?

Other Duo Questions?

Traveling out of the USA and need Duo access?

Why does Duo say Firefox is out of date when Firefox says it’s up to date?

Still having issues? Try some of these suggestions

Contact ITS if you need additional assistance

Details

Details