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Duo - FAQ & Common Issues
This article covers common issues involving UWM's multi-factor authentication system with Duo.
Frequently Asked Questions
- I forgot my authentication device(s) at home
- I lost my authentication device
- I want to add a new authentication device
- I cannot find my enrollment email
- Duo Mobile: I have been locked out
- Duo Mobile: I need to reactivate Duo Mobile on a different device
- Duo Mobile: I am receiving the error: "Your administrator requires your phone to have a passcode"
- Duo Mobile: I have stopped receiving push notifications on my device / I am trying to authenticate on Duo Mobile, but it is stuck at "Processing"
- Duo Mobile: I am receiving an "out-of-date" warning
- Hardware Token: I am receiving an "incorrect passcode" error message after entering a code
Frequently Asked Questions
You will need to keep a Duo-enrolled device with you as you travel to authenticate with any Duo-protected service. If you are authenticating with a mobile device, that device will need cellular service or a WiFi connection to authenticate with Duo Mobile. If you are authenticating with a hardware token, you can authenticate as you normally would. If you work remotely or are out of state and require a hardware token, please contact the UWM Help Desk at (414) 229-4040, toll free at (877) 381-3459, visit Bolton Hall 225, or submit a request online at gettechhelp.uwm.edu.
Yes, Hardware Tokens are free and can be obtained from the UWM TechStore, located in the back of the PantherShop in the Student Union. Just ask the TechStore employee for a "Duo Hardware Token" or "fob" and they will give you one at no cost.
No, you cannot use the same Symantic fob you use to multifactor with HRS with Duo. You must use a Duo-branded or generic-branded Hardware Token, which you can pick up from the UWM TechStore, located in the back of the PantherShop in the Student Union.
If you have forgotten your authentication device(s) at home and have previously generated Bypass Backup Codes, you can use one of those codes to authenticate in Duo for up to 12 hours. When trying to authenticate with these codes, switch the authentication method to Token and enter a code. This will consume that code. More information on Bypass Backup Codes can be found here.
If you have forgotten your authentication device(s) at home and have NOT previously generated Bypass Backup Codes, you can generate a Bypass Code that will allow you to authenticate for up to 12 hours. Detailed instructions on generating a Bypass Code can be found here.
If you need additional assistance, please contact the UWM Help Desk at (414) 229-4040, toll free at (877) 381-3459, or submit a help request online at http://gettechhelp.uwm.edu.
If you have lost your authentication device, please inform the UWM Help Desk as soon as possible at (414)-229-4040, toll free at (877) 381-3459, or submit a help request online at http://gettechhelp.uwm.edu.
You can add a new authentication device though the Duo Dashboard. Navigate to the dashboard and login.
If you want to add a new mobile device, follow this set of instructions.
If you want to add a new hardware token, follow this set of instructions.
When your account is enrolled in Duo, you will receive an email from the Duo service with instructions and a specific link that is unique to you. If you do not have this link, you will be unable to enroll.
Search your email inbox for an email with the subject "Duo Multi-Factor at UWM" from "Duo Security <firstname.lastname@example.org>". If you can locate the email, follow the instructions provided in the message. If you are unable to locate the email, you will need to ask for a new Duo enrollment email by contacting the UWM Help Desk at (414) 229-4040, toll free at (877) 381-3459, visiting Bolton Hall 225, or submitting a help request online at http://gettechhelp.uwm.edu.
You can reactivate Duo Mobile on a different device through the Duo Dashboard. Detailed instructions on replacing a mobile device can be found here.
Duo Mobile: I am receiving the error message: "Your administrator requires your phone to have a passcode"
If you are receiving this error, then Duo's Security Checkup feature has indicated that the mobile device you are trying to authenticate with does not have a screen lock enabled. In order to authenticate with a mobile device, it is required to have an enabled screen lock. More information on this and how to enable a screen lock can be found here.
Duo Mobile: I have stopped receiving push notifications on my device / I am trying to authenticate on Duo Mobile, but it is stuck at "Processing"
Many mobile devices have trouble determining whether to use the WiFi or cellular data channel when checking for push requests. You can either:
- Turn on airplane mode and then turn it back off. This often resolves these type of issues.
- Connect to a stable network connection with internet access.
- Turn off the WiFi connection on your device and use your cellular data connection.
Duo Mobile has a security checkup feature that will prompt you if the mobile device being used for authentication has certain out-of-date attributes or security concerns. You can resolve this by performing the provided recommendations or you can bypass the warning by clicking Skip > at the bottom-right. For more details on UWM's implementation of Duo's Security Checkup feature, click here.
If you are unable to authenticate with the code generated by your Hardware Token and receive an "incorrect passcode" message, you may need resync your Hardware Token. The instructions to resync your device can be found under the Resync Hardware Token section here.