Problems Signing on Through Duo

Issue/Question

I don't have my phone available for the Duo authentication

Duo does not send the push notification

My phone won't scan the Duo code

My Duo Token does not work

Receiving an error message when authenticating in Duo

Error: Incorrect passcode. Enter a passcode from Duo Mobile or a hardware token.

Error: NSURLErrorDomain – 999

Environment

  • Duo Mobile

Resolution

  1. If you do not have your Duo device, skip to step 6
  2. Verify that you have a good network connection on your phone
    Note: Connecting to SDVisitor may not allow a Duo push
  3. Power Cycle your phone
  4. If you still have the University of South Dakota entry in your Duo Mobile app
    1. Go to link.usd.edu/duo in an Incognito or Inprivate browser window
    2. Sign in with USD credentials
    3. Click Enter a Passcode
    4. Use the 6 digit passcode from your Duo Mobile app
      Note: If this does not work, skip to step 2 to request a Bypass Code
    5. Select Ask me to choose an authentication method next to When I log in
    6. Click Save
    7. Attempt to log in to the service you were using with a push notification
  5. Turn on notifications on your phone
  6. Please contact the Service Desk with the following information: 
    1. Your email address
    2. The phone number registered for multi-factor authentication (MFA)
    3. Your Duo Token number on the back of the token

ITS STAFF ONLY

  1. Follow Reactivating Duo Mobile Device when the customer deleted an app or profile
  2. Follow Generating a Bypass Code for Duo to temporarily bypass MFA
  3. Follow Resyncing a Duo Hardware Token if the problem is with that device

Details

Article ID: 3372
Created
Mon 7/1/19 12:44 PM
Modified
Wed 4/28/21 8:56 AM
KCS Article Status
WIP: Only Problem & some Environment captured
Not Validated: Complete & Resolution captured, confidence lacks in structure, content, no feedback
Validated: Complete & reusable, used by licensed KCS user, confidence in resolution & std. compliance
Validated