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Duo - FAQ/Common Issues

This article covers common issues involving UWM's multi-factor authentication system with Duo.

Common Issues


I need to reactivate Duo Mobile on a different device

You can reactivate Duo Mobile on a different device through the Duo Dashboard. Detailed instructions on replacing a mobile device can be found here..


I have been locked out of Duo Mobile

Duo Mobile will lock you out from authenticating for 30 minutes after 10 failed attempts or if the push notification is being sent to a device that does not meet the required security measures. More information on the required security measures 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.

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I forgot my authentication device(s) at home

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.

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I lost my authentication device

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.

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I want to add a new authentication device

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.

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I cannot find my enrollment email

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 <no-reply@duosecurity.com>". 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 code 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.


My enrollment code has expired

Enrollment codes will expire 30 days after they are generated. If you are trying to enroll a device into Duo and receive the message "This enrollment code has expired. Contact you administrator to get a new code", you will need to ask for a new Duo enrollment code by contacting the UWM Help Desk at (414) 229-4040, toll free at (877) 381-3459, or submitting a help request online at http://gettechhelp.uwm.edu.

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When I open the Duo Mobile app, I am prompted to scan a bar code

If the Duo Mobile application opens and it asks you to scan a bar code, then you still need to enroll your mobile device into Duo. Search your email inbox for an email with the subject "Duo Multi-Factor at UWM" from "Duo Security <no-reply@duosecurity.com>". 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 code by contacting the UWM Help Desk at (414) 229-4040, toll free at (877) 381-3459, or submitting a help request online at http://gettechhelp.uwm.edu.

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I am receiving an out-of-date warning

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.

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I cannot authenticate and receive 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.

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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:

  1. Turn on airplane mode and then turn it back off. This often resolves these type of issues.
  2. Connect to a stable network connection with internet access.
  3. Turn off the WiFi connection on your device and use your cellular data connection.
For additional assistance, 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.  

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I am receiving an "incorrect passcode" message after entering a Hardware Token-generated code

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.


Can I use my HRS Symantec fob with Duo?

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.


Are Duo Hardware Tokens free?

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.


How does Duo work with traveling abroad/being away from campus?



Can I enroll a U2F token with Duo?

Yes, you can enroll a U2F token with Duo. To enroll a U2F token, please contact the UWM Help Desk for assistance with this process. Please know that assistance with U2F tokens may be limited during the enrollment period prior to 10/31/19. You can 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.


How does Duo impact my privacy?

If you choose to use the Duo Mobile app, UWM will not be able to see the personal information on your device. The only data collected is related to the use of the app (operating system application version, IP address of authentication attempt, etc.) For more information on Duo's data and privacy information, please visit https://help.duo.com/s/article/2939?language=en_US.


What data does Duo Mobile collect from my smartphone?

Duo Mobile cannot see your user data. It cannot see your contacts, read your text messages, access your photos (but it can use your camera to scan a QR code if you explicitly allow that permission), access your files, or see information about other applications on your device. Duo Mobile cannot track your location. In general, the only personal data that Duo Mobile knows about you are the service accounts that you explicitly add to Duo Mobile.


See Also:




Keywords:duo, mobile, app, application, common, issues, multi, factor, authentication, authenticate, mfa, multi-factor, help, out-of-date, out of date, locked, out, security, warning, concern, stop, stopped, receiving, push, notifications, stuck, processing, reactivate, re-activate, activate, forgot, device, lost, add, new, scan, bar, code, travel, abroad, traveling   Doc ID:85036
Owner:Help Desk K.Group:UW-Milwaukee Help Desk
Created:2018-08-20 11:04 CDTUpdated:2019-09-16 13:48 CDT
Sites:UW-Milwaukee Help Desk
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