Duo: Troubleshooting

Try the troubleshooting tips below if you have read through the Duo Self-Help Guide and Duo isn't working for you. If you need additional assistance, contact Technology Help 24/7.

Clear Cache/Cookies

Sometimes taking a minute to clear your browser's cache and cookies will solve the issue. Be sure to try this troubleshooting option when Duo isn't working for you.  Use Google Search to find specific directions for clearing the cache/cookies for your specific device and/or browser. 

Blank or flashing screen

Older versions of Chrome, especially those with the LastPass extension, may prevent the Duo interface from loading. To fix this problem, try installing the most current version of Chrome.

Token code isn't working

Upside down token

Tokens occasionally display codes that look valid even when upside down. Make sure that

  • You see only digits (not letters)
  • The green button is on the left side 

Out-of-sync token

The codes that tokens generate can get out of sync with the Duo authentication system. If you keep your token in a pocket or on a keyring - or if you have someone in your life who likes to press buttons - your token may get out of sync because

  • the button was pressed repeatedly over a short period of time
  • the token generated numbers that were not used

Tokens can also get out of sync if they are not used for over a month, or if the battery is dying (token batteries generally last between 2 and 5 years).

Customers can attempt a self-service resync of the token.  Attempt to log in three times in a row with a new code each time to resync your token to the Duo servers. If after the third attempt, it still fails, contact Technology Help.  

"Undefined" error message

If the Duo Security authentication screen displays an "Undefined" error, most likely your session timed out after staying idle for too long.

Refresh the page or open a new browser window, and then try again.

If the problem persists, contact Technology Help.