Duo: Frequently Asked Questions
Q. Do I need to have a smartphone to use Duo?
A. No. You can use a smartphone, cell phone, landline (such as your office or home phone), or tablet; hardware tokens are also available if you are full time staff. A complete and up-to-date list of authentication methods is available on the Duo Security website. We recommend that users who have a smartphone choose to use them, since they are the easiest to use with Duo, and the most cost-effective for the University to support.
Q. I have an application that could/should leverage Duo. How can I start using/requiring it?
A. Please contact the Identity Management Service team (firstname.lastname@example.org) to discuss your needs. Supported interfaces include Shibboleth, LDAP, RADIUS, or direct integration with Duo via their auth API or prebuilt integrations.
Q. How are accessibility issues handled?
A. Due to the variety of authentication options available, it is expected that Duo Security will accommodate every user.
Q. Does Duo see my password?
A. No. The University system verifies your Internet password with its internal systems, and never sends it to Duo. Duo provides only the second factor—the “something you have.” In fact, Duo stores very little information—just enough so it can do its job.
Q. What if I forget my smartphone at home?
A. We encourage users to set up multiple authentication methods with Duo, so that when one method is unavailable, you have others from which to choose. For example, you could set up your smartphone for “push” as well as your office phone and/or home phone to do callback.
Q. I have stopped receiving push notifications on Duo mobile.
A. You may have trouble receiving push requests if there are network issues between your phone and our service. Many phones 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.
Q. How do I use my tablet?
A. You can download the Duo Mobile App for any mobile device and you can set up multiple devices. The application is called "Duo Mobile".
Q. Does it cost me money to authenticate with my phone? Will the U reimburse me for it?
A. ”Push” authentication uses a very small amount of Internet data traffic to function (a few kilobytes per login). Text messages and voice calls are sent only when you request them, and would be billed by your carrier like any other text message or inbound voice call. The U will not reimburse users for any expenses incurred. If you would incur significant expense using Duo on a device, you should enroll an alternative, such as a landline.
If you are connected to WiFi and running the App, it will use WiFi instead of text messages (useful if your use pay-as-you-go for your smartphone)
Q. Who can have a Duo hardware token and will there be a charge for it?
A. The Identity Management service will pay for and manage the distribution of hardware tokens; there will be no charge to users or departments. If you have determined that a hardware token is the most appropriate authentication method for you or your staff, please contact Technology Help to request a hardware token. See the Duo Security Two-Factor Authentication Main Page for more information. A Duo hardware token is a small physical plastic piece of hardware that generates a different series of letters/digits each time the token is used (which is entered as part of the authentication process).
Q. How will managers submit requests to have new employees set up for Duo?
A. This is part of the existing Access Request process handled by OIT Data Security. If access to a system that requires two-factor authentication is requested for a user, and the user is not set up for Duo, OIT Data Security will enable them to use it as part of the provisioning process. The plan is to send an email to the user at that point, informing them how to enroll their devices in Duo.
Q. Who is eligible to use Duo?
A. The University’s implementation of Duo is licensed to include all faculty, staff, and student employees.
Q. How do I add a second device?
A. You will need to follow the instructions in Duo: Enroll a Smartphone or Tablet to Use with the Duo Mobile App.
Q. What if I have the same phone number but a different device?
A. Follow the steps in Duo: Enroll a Smartphone or Tablet to Use with the Duo Mobile App.
Q. What do I do with my Duo token when I leave the University?
A. Please return it to IT Data Security.
Q. How can I opt back out of Duo?
A. Contact Technology Help for assistance.