Duo Troubleshooting

I forgot/Lost my Duo Phone or Token

If you forgot your phone or token, Contact Information Technology We will provide you with a temporary Duo Bypass code.

Fix Common Duo Issues

Solve Duo Common Issues (external site)

iPhone I am "Stuck" on Duo Window after Clicking Approve

Issue: After you click Approve, Duo does not take you to your application. 

Resolution Option 1: Swipe Up

  1. Swipe up from the bottom of your screen to view the open windows and applications on your iPhone.
  2. You should see a Trust Browser window. 
  3. Press Trust Browser.  Once you do this, you will not have to perform this step again for 90 days.
  4. Swipe up again, and find the application window.

I am not getting Duo Notifications

Issue: I am not getting notifications.

Resolution: Are you on an iPhone? Is a Focus turned on? Confirm if you have "Focus" turned on, specifically, Do Not Disturb.  Do Not Disturb BLOCKS Duo notifications. Turn off Do Not Disturb.

I am getting Duo Access denied message

In order to comply with U.S. regulations, Duo blocks authentications from users whose IP address originates in a country or region subject to economic and trade sanctions.  Read this article from Duo for more information: Why am I seeing the message “Access denied. Duo Security does not provide services..." (external link)

I got an Unexpected Duo Notification

If you receive a Duo push or phone notification that you did not expect or initiate, tap Deny.  DO NOT Approve. Tap Deny and immediately Contact Us. An unexpected Duo prompt could be a hacking or ransomware attempt.

My Device doesn't support Duo

Applications and devices that don't support the inline Duo Prompt or a secondary pass code field can use append mode. You'll enter both your password and an authentication method into the password field. Duo Append mode does NOT work with applications that do support the inline Duo Prompt (example Princeton CAS front ended sites).  For more information see Append Mode (external link).

My Hardware Token isn't working

Your token can get "out of sync" if the button is pressed too many times in a row and the generated passcodes aren't used for login. In some cases this can happen by accident if the token is stored next to other objects in a pocket, backpack, etc. Contact Us and will ask you to generate three passcodes in a row and can attempt to resynchronize the token.