The Duo Mobile app requires a smart phone or tablet and access to a data network. Limited data network availability may prevent the mobile app from pushing the notifications to the device. Also note that after 10 unsuccessful attempts from the Duo Mobile app, the Duo account is locked and can only be unlocked through your SSO Administrator.
Installing the app on a new device or re-installing on the same device will require the account to be set-up and registered again. It may also require reactivation. Contact your SSO Administrator if you need help unlocking your Duo account or reactivating your Duo Mobile app. See a list of SSO Administrator phone numbers.
If the Duo Mobile app seems to be unresponsive, it is possible to use the Passcode or Call option as an alternative.
- Passcode – Open the Duo Mobile app and press the key icon on the appropriate account name to generate a one-time use passcode. When logging in to SSO, click ‘Other options’, select ‘Duo Mobile passcode’, and enter this number in Duo.
- Phone Call – This option will prompt the Duo system to call your cell phone with an automated message. Answer the call and press any key on the phone to log in to SSO. Note that this option isn’t available on tables without a cellular option.
While these technical limitations are real, they aren’t common in most work environments. Still, it is a good practice to have an alternate two-factor method, such as a Passcode, that will work in any situation.
Receiving a call or text from Duo on a mobile phone requires access to reliable cellular service. Some locations may have poor signal reception which may limit the mobile phone’s access to the Duo system.
Using a landline with Duo requires that the telephone have the Dual Tone Modulated Frequency (DTMF) or touch-tone enabled. This feature allows the telephone to transmit audible tones to the Duo system so it knows that the telephone has been answered. This feature is available on all modern phones but it may not be enabled.