Duo: Troubleshoot Problems Enrolling in Duo Security

Duo Security multi-factor authentication (MFA) is required for all students, faculty, and staff at the University of Minnesota. Using MFA adds an additional layer of protection to your University of Minnesota account.

If you have difficulties enrolling in Duo Security or enrolling new Duo devices, you may be able to resolve the problem with a few simple troubleshooting steps. 

Table of contents:

Common Enrollment Problems

I'm not able to enroll in Duo Security and set up my first device

New students, faculty, and staff must enroll with Duo Security within 7 days of claiming their internet ID and activating their UMN account. 

If it has been less than 7 days since you claimed your UMN internet ID, you can trigger Duo Security enrollment by signing out of your account and signing back in through UMN Single Sign-On (SSO). 

  1. If you are currently signed into your UMN account, sign out. 
  2. Clear your browser's cache and cookies.
    • Note: You may need to clear this for "all time" rather than "the last hour" or any shorter time period.
  3. Visit any UMN website that requires sign in, such as my-account.umn.edu. 
  4. Enter your UMN internet ID and password, then click Sign In. 
  5. The Duo Security enrollment prompt should appear. Click Get started.
    UMN Sign On, Welcome to Duo Security. "Your organization uses Duo Security to protect your identity. Create an account to get started." A hyperlink to "Learn more about Duo" is also listed. At the bottom of the window is a button that says "Get started".
  6. Select a device to enroll in Duo (use of the Duo Mobile app with a smartphone or tablet is highly recommended).
    UMN Sign On, Welcome to Duo Security. "First, add a device. You'll use this to log in with Duo. You can add another option later." There are 3 options listed, including Duo Mobile (recommended), Security key, and Phone number.
  7. Follow the remaining prompts and enter the information requested to finish setting up your Duo device. 

If it has been more than 7 days since you claimed your UMN account, contact Technology Help for assistance setting up your first Duo device. 

I'm only able to authenticate with Duo using a Duo Bypass code

You may have previously registered for Duo using a biometric platform authenticator, such as Fingerprint, Touch ID, or Face ID. Use of a biometric platform authenticator as your only Duo authentication method is not recommended by the Office of Information Technology, as biometric platform authenticators only work on the specific device they were enrolled on. 

If you have a platform authenticator as your only Duo authentication method, you may be prompted to enter a Duo Bypass code when attempting to sign into your University of Minnesota account on any other device. To resolve this issue, you must register a Duo device that allows you to authenticate with Duo across multiple devices (such as a smartphone, tablet, hardware token, etc.). 

The Office of Information Technology highly recommends use of the Duo Mobile app on a smartphone or tablet. The Duo Mobile application is easy to set up, easy to use, and will allow you to authenticate on other devices or with other technology applications you may use (such as the University of Minnesota VPN). 

  1. On the device linked to your platform authenticator (Fingerprint, Touch ID, or Face ID), visit any UMN website that requires sign in, such as my-account.umn.edu, . 
  2. Enter your UMN internet ID and password, then click Sign In. 
  3. When prompted for Duo, select Other Options. 
  4. Select Manage Devices.
  5. When prompted to verify your identity before managing devices, select and use your platform authenticator. 
    • If you are unable to authenticate with Duo in on the device, contact Technology Help for help getting a Duo bypass code.
  6. After authentication, you will arrive at the Duo device management portal. Select Add a device. 
  7. Select an option depending on what type of device you would like to add to Duo.
    • Select Duo Mobile (recommended) to configure a smartphone or tablet with Duo. 
    • Select Security key to set up a security key.
    • Select Phone number to set up a landline telephone or cellphone to get Duo phone calls.
      UMN Sign On, Welcome to Duo Security. "First, add a device. You'll use this to log in with Duo. You can add another option later." There are 3 options listed, including Duo Mobile (recommended), Security key, and Phone number.
  8. Follow the remaining prompts and enter the information requested to finish setting up your Duo device. 
    • If you downloaded and activated the Duo app on your smartphone or tablet, you can now log into your UMN account on any device using Duo Push authentication. 

Additional Resources

For more information about Duo device options and getting started, refer to Duo: Enable Duo Security as a New User.

For more details about adding, reactivating, and removing Duo devices, refer to Duo: Add or Remove Devices. 

Need additional information or assistance? Contact Technology Help. 

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