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Duo MFA common problems and solutions

Overview

Sometimes issues arise around DUO MFA such as not having access to your phone.  The sections below provide some guidance on how to use self-help to resolve some of those issues. If you attempted one of the steps below that applies to an issue you’re having and you still need technical assistance, please contact the help desk by submitting a case via web or phone: https://support.kccd.edu.

 

I need to reactivate Duo Mobile

If you get a new phone, you'll need to re-activate Duo Mobile for the two-factor authentication process. You may enroll your new device yourself using Duo's device management after authenticating via an alternate method (like SMS or Phone call – if it’s the same number). Please contact the help desk for further assistance.

I have stopped receiving push notifications on Duo Mobile

There are some intermittent problems with Duo push notifications that can be narrowed to communication with the Duo Mobile app.  If you are expecting a push notification but are not receiving one, please try the following:

  • Open the Duo Mobile app on your phone. You should see a green bar located toward the top of the app, that contains information of pending push notifications. 
  • Click on green bar and open it.
  • Select your choice of approve or decline

If you do not see the push notification, there may be network issues between your phone and the service. Many phones have trouble determining whether to use the WiFi or cellular data channel when checking for push requests.

  • Simply turning the phone to airplane mode and back to normal operating mode again often resolves these sorts of issues, if there is a reliable internet connection available.
  • Similarly, the issue may be resolved by turning off the WiFi connection on your device and using the cellular data connection.
  • Check the time and date on your phone and make sure they are correct. If the date and time on your phone are manually set, try changing your device's configuration to sync date and time automatically with the network.

If you can't get Duo Push working on your own, you can log in with a passcode generated by the Duo Mobile app and send a new activation link to your phone.

If you've tried the above suggestions here but Duo Push is still not working, please contact the help desk for help with next steps.

I lost my phone

It is important to notify the help desk to restore the MFA layer of security to your account.  Please remember that it takes a combination of your username and password, and MFA to access your accounts.

  • If you previously enrolled a second authentication device, at login you can use My Settings & Devices to delete your lost or stolen phone.
  • If you are not able to log in to Duo at all, contact the help desk. They can disable the missing phone for authentication and help you log in using another method.

Last updated: 2020-03-30 03:22 PM 2107-1549693
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