Network & Security

Duo Common Issues

Common Issues

  • I lost my phone.

Contact the myIT Service Desk at x1111 or servicedesk@creighton.edu immediately if you lose your phone or suspect that it's been stolen! If you previously enrolled a second authentication device you can use My Settings & Devices to delete your lost or stolen phone. If you aren't able to log into Duo at all then the Service Desk can disable the missing phone for authentication and help you log in using another method.  While it's important that you contact your administrator if you lose your phone, remember that your password will still protect your account.

  • My hardware token stopped working.

Contact the myIT Service Desk at x1111 or servicedesk@creighton.edu if your token stops working or if you can't log in with the passcodes it generates. Your token can get "out of sync" if the button is pressed too many times in a row and the generated passcodes aren't used for log in. In some cases this can happen by accident if the token is stored next to other objects in a pocket, backpack, etc. The Service Desk will ask you to generate three passcodes in a row and can attempt to resynchronize the token.

  • I need to reactivate Duo Mobile on a new phone.

If you get a new phone you'll need to re-activate Duo Mobile. You may enroll your new device yourself using the self-enrollment process. Choose your platform on the left for specific activation instructions. See the full Duo Restore guide here.

  • Using Duo with a Hardware Token

Hardware tokens are the most basic way of authenticating.

Duo Token

To authenticate using a hardware token, click the Enter a Passcode button.  Press the button on your hardware token to generate a new passcode, type it into the space provided, and click Log In.  Using the “Device:” drop-down menu to select your token is not necessary before entering the passcode.

Duo Push Notification

Tokens can get "out of sync" if the button is pressed too many times in a row and the generated passcodes aren't used for login. Contact the Service Desk if your token stops working.

 

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