Duo - I Can't Login - Troubleshooting and Errors

Common Duo Issues

I am traveling and cannot receive Duo push notifications on my phone:

You can generate a passcode from the Duo app on your phone to login, even when you do not have cell phone or wireless network access.

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 and the Duo app is still on it, you can use the app to generate a passcode 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 IS 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 or hardware token, you can still use that device to login with Duo. If you do not have a secondary device, you will need a temporary bypass code to access your account. Contact the IS 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.)

We highly recommend that everyone enrolled in Duo set up a second device. You can purchase a hardware token from the OSU Beaver Store Tech Desk for under $5. If you are an employee, your department may provide one for you. The token is about the size of a car key fob and can easily be attached to a key ring.

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 IS 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 IS 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:

Push notifications are the most convenient way to sign-in with Duo, but they are not the only option. You can generate a passcode from the Duo app on your phone to login, even when you do not have cell phone or wireless network access.

Or, to troubleshoot push notifications, see Duo's documentation:

I want to stop using Duo:

All OSU employee accounts were mandatory on May 22, 2019, and student accounts will be mandatory by the end of the 2020 academic year.  Student accounts will be made mandatory in stages, which can be found at https://is.oregonstate.edu/duo/students. As of August 26th, 2019, students are no longer able to opt out of this service. 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 IS Service Desk.

Error: "Your account has been locked out due to excessive authentication failures"

After a Duo authenticated ONID account receives unsuccessful login attempts made 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 a Duo ONID account. To bypass this error, you can either contact the IS Service desk to verify your identity, or wait 30 minutes for your account to automatically unlock.

Hardware Token Error: "Incorrect passcode. Please try again" or "Error: Invalid passcode"

The hardware tokens can get out of sync with your account if there are too many button presses and the generated code is not used to sign in. These can happen while your token is in your pocket or bag.

You can re-sync your Duo hardware token by generating and attempting to sign in with a new code 3 times:

  1. Generate a passcode by clicking the button on the hardware token
  2. Enter the generated passcode and click the "Log in"
  3. Wait for the generated passcode to disappear from the screen of the token
  4. Repeat steps 1-3 two more times. On the 3rd attempt, your passcode should be accepted

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 IS Service Desk

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Details

Article ID: 62548
Created
Wed 9/19/18 12:08 PM
Modified
Mon 9/16/19 9:12 AM

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