MFA-Duo - Troubleshooting Decision Tree
This document helps troubleshoot common problems with Duo MFA.
- Please select your question regarding Duo below:
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I forgot my Duo device. How can I log in?
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If you currently don't have access to your registered device or fob, you can request a temporary passcode to login. See MFA-Duo - Request a Temporary Passcode for instructions. If you expect to have an extended period without access to a device, you should also generate a list of backup codes. See MFA-Duo - Generating Backup Passcodes for Future Use for instructions.
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I just got a new phone. How do I reactivate Duo?
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Follow instructions on MFA Duo – Reactivate Duo on a Mobile Device to activate a new device for Duo. If you are asked to enter a passcode at any point, you can generate a passcode using steps on MFA-Duo - Request a Temporary Passcode.
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How do I set up Duo for the first time?
- What kind of device are you setting up?
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A smartphone or tablet.
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You can set up Duo for the first time on a smartphone or tablet using steps on MFA-Duo - First Time Setup for Smartphone or Tablet.
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A token or fob.
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You can set up Duo for the first time on a token or fob using steps on MFA-Duo - First Time Setup for Token/Fob.
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How do I get a Duo passcode to log in?
- How many passcodes do you need?
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Just a one-time passcode for the day.
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You can request a temporary bypass code to login with instructions on MFA-Duo - Request a Temporary Passcode
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I need more than one passcode for multiple days without my device.
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If you expect to have an extended period without access to a device, you can generate a list of multiple backup codes. See MFA-Duo - Generating Backup Passcodes for Future Use for instructions.
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I need a fob to generate passcodes for long-term use.
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Instructions for obtaining a Duo token or fob can be found on MFA-Duo - Token Procurement Process.
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My Duo device is not receiving push notifications. How do I fix that?
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To troubleshoot push notifications on for your Duo app, please see MFA-Duo - I am not getting login/push notifications on my smartphone.
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How do I manage my Duo devices?
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For steps on how to manage your Duo devices and settings, please see MFA-Duo - Managing Multi-factor Authentication Device Settings.
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How do I request a Duo fob or token?
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Instructions for obtaining a Duo token or fob can be found on MFA-Duo - Token Procurement Process.
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Get Help from DoIT
For further assistance, please contact the DoIT Help Desk: Get Help from DoIT