Common Duo Issues
I am traveling and cannot receive Duo push notifications on my phone:
If your phone does not have a network connection (cellular or wifi), you will not be able to use the Duo Mobile app. If you have a security key, you can use it instead.
If you know in advance that you will not have a network connection, you can Generate a Temporary Code before you go.
I have a new phone:
If you have the same phone number, you can install the Duo Mobile app and then use the self-service reactivation tool.
If your phone number has changed: If you still have your old phone, the Duo Mobile app is still on it, and you have a wifi connection, you can still receive a Duo push on it so you can login. Then you can register your new phone with Duo.
If you don't have access to your old phone anymore, and you don't have a secondary Duo device, you will need to Contact the Service Desk via phone at 541-737-8787 or in person in Milne Computer Center 201 to verify your identity and get a bypass code. (You may also contact your department IT team for assistance.) With the bypass code, you can re-register the Duo app on your phone.
I don't have my phone today - or - my phone is not working:
If you have a secondary device registered, such as a tablet, you can still use that device to login with Duo. Alternatively, you can use a security key such as a Yubikey to authenticate browser-based Duo prompts. If you do not have a secondary device, you will need a temporary bypass code to access your account. Contact the Service Desk via phone at 541-737-8787 (preferably from a phone that is not your Duo device) or in person in Milne Computer Center 201 to verify your identity and get a bypass code. (You may also contact your department IT team for assistance.)
We highly recommend that everyone enrolled in Duo set up a second device. Security keys can be purchased online for around $25. If you are an employee, your department may provide one for you. The security key is a small device that plugs into the USB port of the device to authenticate in lieu of Duo push. More information can be found here: Duo - Use a Security Key or Yubikey (USB authentication device).
I removed the Duo app:
Reinstall the Duo Mobile app, then use the self-service reactivation tool. Deleting the Duo app does not unenroll you from Duo. If this is not successful, contact the Service Desk via phone at 541-737-8787 or in person in Milne Computer Center 201. (You may also contact your department IT team for assistance.)
I reset my phone:
Use the self-service reactivation tool. When resetting a phone, all apps are removed including the Duo app, so make sure to reinstall the Duo Mobile app before reactivating. If this is not successful, contact the Service Desk via phone at 541-737-8787 or in person in Milne Computer Center 201. (You may also contact your department IT team for assistance.)
Push notifications to my phone are not working:
If you have another device registered with Duo, such as a security key, you can use it instead.
Or, to troubleshoot push notifications, see Duo's documentation:
I want to stop using Duo:
Duo is mandatory for all OSU employee and student accounts. University-wide use of two-step login helps us protect against attempts to steal information entrusted to our care, including: financial data, student and employee records, and sensitive medical and human subjects data. Without Duo, we are at much greater risk.
If you are not able to login right now, ask for a bypass code when you reach out to the Service Desk.
Error: "Your Duo account is disabled and cannot access this application"
After Duo receives many unsuccessful login attempts in rapid succession, the ONID account will lock itself out. This is a safety feature to prevent someone from maliciously brute forcing their way into an ONID account. You can wait 30 minutes for their account to automatically unlock or you can call the Service Desk and have someone in Accounts unlock their Duo account.
Prompts not showing up on iPhone IOS 12+
iPhones using IOS 12 or newer sometimes will not show a prompt when signing into ONID. If you see a grey box instead of a Duo prompt on your iPhone, you need to disable content restrictions on your phone. Please see Duo's Documentation.
For assistance with Duo, please contact your department's IT Helpdesk, or the Service Desk