The Duo Mobile app requires a smart phone or tablet and access to a data network. After the app is installed on a device, it must be activated and associated SSO. Learn more about using two factor authentication in SSO.
If the device is having trouble receiving Duo Push notifications, there are a few things that can be tried to resolve the issue.
Activate New Device
When the Duo app is installed on a new device, it will be necessary to reactivate the app on the new device. This can be done while logging in to SSO and on the ‘Profile’ tab in SSO. It is also possible to request an SSO Admin to send a ‘reactivation text’ to an enrolled smart phone.
Check Network Availability
Limited data network availability may prevent the device from receiving push notifications from the Duo system. Some phones may have trouble determining whether to use the WiFi or cellular data channel when checking for push requests, and simply turning the phone to airplane mode and back to normal operating mode again often resolves these sort 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.
Alternative Authentication Methods
If the above suggestions don’t resolve the issue with receiving the Duo Mobile app push notifications, it is possible to use the Passcode or Call option as an alternative.
- Passcode
- When prompted by Duo, click the “Other options” link and choose “Duo Mobile passcode”
- Open the Duo Mobile app on the enrolled device
- Press the “passcode” function on the app to generate the passcode
- Enter this number into the Passcode input box in Duo
- Click the ‘Log in’ button
- Phone Call
- When prompted by Duo, click the “Other options” link and choose “Phone call”
- Answer the phone call on the selected device
- Press any number on the phone’s keypad
Backup Device
It is a good practice to have a backup two-factor method that will work in any situation. Many employees choose to enroll their office phone in addition to their mobile device for emergency use.
Duo Lock Outs
After 10 unsuccessful Duo authentication attempts, the Duo account is locked and can only be unlocked through an SSO Administrator.