Duo Login Troubleshooting

Common Duo Issues

I am travelling 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 you 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 $4.39. 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 - Push Notifications Not Working

 

I want to stop using Duo:

Note: OSU is moving toward mandatory use of Duo, so please call the Service Desk to see if you are eligible to unenroll.  It's usually easier to resolve a problem with Duo than to unenroll.  Note that we will need to verify your identity, and that processing a unenrollment request can take several business days. If you are not able to login right now, ask for a bypass code at the time that you request unenrollment.

 

For assistance with Duo, call the IS Service Desk at 541-737-8787 or visit us in Milne Computer Center 201. Our term business hours are Monday-Friday 8am-7pm and weekends 3pm-7pm.

Details

Article ID: 62548
Created
Wed 9/19/18 12:08 PM
Modified
Fri 1/11/19 11:51 AM