Frequently Asked MFA Questions

• Do I need a smartphone to use Duo?
  • If you don't have a smart device or tablet, your smartphone is too old (iOS 13 and older or Android 8 and older), or you would prefer not to use your personal smartphone with the Duo Mobile app, you may request a hardware token (key fob) to use instead. 
    
    The Duo Mobile App can be installed on iOS or Android tablets
• I did not get a “push” request from Duo on my phone . How do I get in?

  • If you request a “push” notification and it doesn’t pop up on your phone, Try these steps:
    Check your phone to ensure it has a good cellular data connection. If it doesn't, and there's Wi-Fi available, connect your phone to WiFi.
    
    Open the Duo Mobile app on your phone. Opening the Duo Mobile app on your phone will cause the app to collect any outstanding requests, and still let you tap to validate.
    
    If your computer has a wired network connection, but your phone has no data connection, you can still use the "enter a passcode" option. Open the Duo Mobile app on your phone and tap the "key" icon to generate a passcode.

• What do I do if I get a Duo push notification when I'm not trying to log in?

  • Tap the big red "Deny" button. This will notify us that someone is trying to get into your account and that someone isn't you.

• What is the "Duo Restore" option in the Duo Mobile Android app?

  • Duo Restore allows you to save your Duo Mobile app settings to your personal Google Drive. Visit Guide to the Duo Restore feature for Duo Mobile account recovery for more information on how to back up your Android Duo Mobile app.

• I have a new phone, and need to set up Duo on it. How can I do that?
  • If you restore your iPhone’s backup to your new phone, your Duo will automatically be set up. For this to work, your phone must be backing itself up to iCloud Backup.
    
    Android phones back up to your personal Google Drive using Duo Restore. To restore your Duo Mobile app, please see Duo’s Guide to the Duo Restore feature for Duo Mobile account recovery
    
    If you still have your old phone and can connect it to Wi-Fi, it is still a valid Duo Mobile push device. You can still use it to authenticate to the Duo "device management" page during login. From there, you can manage your devices and add a new phone.
    
    If for any reason you are unable to complete a self-service transfer, contact the IT Service Desk at 408-924-1530, or visit them on the first floor of Clark Hall. After they have confirmed your identity, they will delete your old device from Duo so you can enroll your new device.
• I forgot my phone or key fob at home. How can I get in?
  • Contact the IT Service Desk. After they have confirmed your identity, the service technician will provide you with a "bypass code" good for 8 hours.
• My key fob stopped creating passcodes. What do I do?
  • Bring your failed key fob to the IT Service Desk on the first floor of Clark Hall. After they have confirmed your identity, they will replace it with a new one.

• Read Duo's Guide to Two-Factor Authentication
• Duo's YouTube Channel contains instructional videos on how to take advantage of Duo MFA

• Schedule a Zoom support session with a Service Desk technician
• Call the Service Desk during our business hours at (408) 924-1530
• Visit the Service Desk on the first floor of Clark Hall (room 102)