Duo Frequently Asked Questions

Overview

Duo's two-factor authentication (2FA) program integrates an added layer of security of your UCO accounts by requiring an additional level of authentication beyond your username and password. The Duo Mobile app is a free smartphone and tablet application that syncs with your UCO 2FA account to complete the authentication process. The program provides you with a secondary means of confirming your identity via mobile device, tablet, landline phone or an authentication token, which you will use every time that you sign into any of the services accessed through UCO's single sign-on (SSO).

Description

What if I delete the app or get a new smartphone? 

With Duo’s Self-service portal, you can reactivate Duo on your phone with a few steps if you have wiped your phone or deleted the app. If you have the same number, you can follow this how-to guide to reactivate your current phone. If you have a new phone number and your old number no longer works, you will need to either use a second previously registered device to register your new number via the self-enrollment portal or submit a ticket for help.  

Does Duo Mobile protect my email?

Yes, Duo's two-factor authentication feature will help prevent unauthorized access to your account should your UCO username and password become compromised. 

What if I receive an unexpected login alert?

If you receive a Duo authentication prompt (push or phone call) on your device without logging into a corresponding service that requires Duo, decline the Duo prompt (marking it as fraud) and immediately change your UCO passwordThis is an indication that your credentials have been compromised and attackers are attempting to login to your Duo-protected account.

How do I access the Duo's Self-service Portal?

Access the Duo's Self-service Portal link.

What if I lose my registered mobile device or it is stolen?

If your Duo Mobile registered phone or tablet is lost or stolen, you should remove it from your list of enrolled devices using the Duo self-service portal as soon as possible, assuming you have a second devices enrolled to authenticate you so you can make changes in the settings tab.  If you only had one device enrolled in Duo Mobile and it is lost or stolen then you will need to submit a ticket to have your 2FA account reactivated by an administrator on a new device.

Can I register multiple devices in Duo? 

Please keep in mind it is important to enroll more than one device (such as a smartphone. tablet. or landline) in Duo Mobile to avoid difficulties authenticating if you lose or don’t have your primary enrolled device with you. To add a second device visit Duo's Self-service Portal KBA to enroll an additional phone,table or landline for authentication. 

What if I get a new mobile phone or wipe my existing phone? (Reactivating Duo Mobile)

If you get a new phone you will need to re-activate Duo Mobile. This can be done through our Duo Self-service Portal at Reactivate Duo Mobile on an Existing Phone Number. When accessing the portal, you will need to complete the two-factor authentication process. If you have a second device (tablet or landline, already registered, you can use that device to complete the authentication process. Otherwise, you will need to choose the option to have Duo call your phone before you can re-activate Duo mobile. For more information visit Duo's Self-service Portal KBA for more information.

Does Duo Mobile work with text messaging?

UCO does not support text authentication to access it's systems due to security reasons.  Push, Call, and Passcode generation are the only supported authentication methods.

How many chances will I get to authenticate? 

You will have 5 chances to authenticate a request. After 5 chances, your two-factor authentication will be deactivated and you will not be able to access the system you are attempting to log into.  Should this happen you will need to submit a ticket to have your account unlocked.

I am getting a message that I am locked out, what do I do?

Your account will lock when there are too many failed attempts to authenticate. The lockout should clear automatically in 15 minutes, so you can either wait or submit a ticket for assistance with unlocking your Duo Mobile account.

Can I opt out of Duo?

No, Duo is required by UCO for two-factor authentication on selected services. In efforts to bolster cybersecurity at UCO, the Office of Information Technology (OIT) implements Cisco Duo multi-factor authentication across campus.  Besides being an industry best practice, multi-factor authentication (MFA) reduces UCO’s risk of compromised passwords and accounts. Faculty and staff may opt to purchase a Duo key fob instead of using a smartphone. OIT-supported key fobs are available for personal purchase at the Central Tech Store for $30, with payroll-deduction payment options available. To place your order please go to the link below and you will be notified when your Duo key fob is read for pickup.

If you are interested in an alternate form of authentication click here to purchase a Duo Fob.

Will Duo ask for my password?

Duo will never ask for your user ID and password. If you receive such a request, do not respond.

What if I only have one device registered and it is not available to access my account?

We recommend that you have two devices registered with Duo in case one device is unavailable.  In the event that you can't access your account due to your device(s) being unavailable, please submit a ticket for assistance.

Which versions of Andriod does Duo Mobile support?

The current version of Duo Mobile supports Android 8.0 and greater. Duo recommends upgrading to the most recent version of Android available for your device. We cannot ensure the compatibility of Duo Mobile with custom variants or distributions of Android. Duo Mobile is not supported for use on ChromeOS or Huawei. Duo does not provide official support for non-standard custom Android distributions like OnePlus, LineageOS, or ColorOS.

Due to decreasing use of Android 7, we have ended support for all versions of Android 7 effective December 1, 2020. This end of support milestone is not an end of life for our application on devices with this operating system (or older operating systems that are no longer supported); push and app-generated passcode authentications will continue to function on installed apps. Also, note that new activations are not supported for Duo Mobile versions earlier than 3.18. 

Which versions of iOS does Duo Mobile support?

The current version of Duo Mobile supports iOS 12.0 and greater, but we cannot guarantee Duo Mobile's functionality on preview/beta software provided by Apple. Duo recommends upgrading to the most recent version of iOS available for your device.

Due to decreasing use of iOS 11, we ended support for all versions of iOS 11 effective December 1, 2020. This end of support milestone is not an end of life for our application on devices with this operating system (or older operating systems that are no longer supported); push and app-generated passcode authentications will continue to function on installed apps.

 

What if I don't want to use my personal device for Duo Mobile?

While using the Duo Mobile App on your device is the fastest securest way to authenticate, we understand you might not want to utilize this option. Faculty and staff may opt to purchase a Duo key fob instead of using a personal device. OIT-supported key fobs are available for personal purchase at the Central Tech Store for $30, with payroll-deduction payment options available. To place your order please purchase here and you will be notified when your Duo key fob is read for pickup.
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For departments that are interested in purchasing Duo key fobs for their employees please purchase here.    ​​​​

How do I purchase a Duo Key Fob?

Faculty and staff may opt to purchase a Duo key fob instead of using a personal device. OIT-supported key fobs are available for personal purchase at the Central Tech Store for $30, with payroll-deduction payment options available. To place your order please purchase here and you will be notified when your Duo key fob is read for pickup.

My UCO email stopped working on my iPhone how do I fix it?

If a user had previously manually configured their email account or has just upgraded to iOS 11.x, they will need to delete and re-add the mail profile (choose the "Exchange" e-mail provider) to allow the mail client to prompt for Duo two-factor authentication using Modern Auth. For a step by step how to please refer to the Reconnecting your UCO Email Account for iOS integrated Mail App.

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Details

Article ID: 112258
Created
Sun 6/27/21 8:04 PM
Modified
Tue 8/17/21 3:20 PM