As of February 1, 2017, Multi-factor authentication (MFA) is now required for VPN access. Loyola Marymount University has chosen Duo Security as the vendor for managing multi-factor authentication services. MFA will be rolled out to other services in the near future.

Multi-factor authentication adds a step to the login process and requires you to prove your identity after entering a valid LMU user ID and password by responding to a prompt using a mobile device (iPhone, Android, Blackberry, Windows Phone, etc.), landline, or tablet.

The goal of multi-factor authentication is to create a layered defense and make it more difficult for an unauthorized person to access your information. For example, if your LMU password is stolen, the contents of your LMU email, Box, and other accounts are all exposed. You can help safeguard against these threats by enrolling in MFA. For a more detailed look at MFA, watch this video.

Multi-factor Authentication Frequently Asked Questions 

  • How do I get started with Duo Security?

    To get started, perform the following steps:

    1. Download Duo Mobile to your primary mobile device such as a smartphone or tablet. To review a list of all supported devices, click here.

      Download Duo Mobile for iOS Download Duo Mobile for Android

       

    2. Go to an LMU service that requires multi-factor authentication, such as the VPN at https://doorway.lmu.edu

    3. Provide your username and password as you normally do.

    4. If you have previously registered your device, you will be prompted for a way to handle the secondary authentication. The easiest and most secure way is to click on Duo Push.

    5. If you have not previously registered, you will be prompted to do so. The following screenshots will help guide you through this one-time process.



  • Logging into the VPN looks different. What do I do?

    Question: I tried to log into the VPN and was presented with a dialog box titled “Protect Your Loyola Marymount University Account.” What do I do?

    Answer: This is the beginning of the Duo Security setup process. Click on the Start setup button and follow the remaining instructions. You can also learn more about the process in the question "How do I get started with Duo Security?"

  • I tried to register my device and now I can't scan the QR code

    Question: I received an email to self-register my mobile device for LMU’s VPN service. I clicked on the link from my phone, and now I can’t perform the last step to scan the QR code. What do I do?

    Answer: Restart the registration process from a computer or secondary mobile device (such as a tablet) so that you can use your primary mobile device to scan the QR code. You have to scan the QR code with your primary device to associate it with your Duo multi-factor authentication account and create a trust relationship. Scanning of the QR code is necessary to associate the primary mobile device to the Duo MFA account and create a trust relationship.

  • I receive an error message when I try to accept the authentication request

    Question: I started the login process, but it took me a while to find my phone and accept the authentication request in my Duo Mobile app. Now I receive an error message when I click on the Accept button.

    Answer: There's a 60-second timeout period between your first authentication with your user ID and password combination and the acceptance of Duo Push. If more than 60 seconds goes by, a timeout will occur and you will have to restart the authentication process.

  • I registered with the wrong phone number

    Question: During the registration process, I accidentally added the wrong phone number. What do I do now?

    Answer: Contact the ITS Help Desk at helpdesk@lmu.edu or 310-338-7777.

  • How do I set up an automatic push notification to my phone?

    Question: I want Duo to automatically send a push notification to my phone without asking me to choose an authentication method. How do I set that up?

    Answer: The next time you access the VPN, click on My Settings and Devices in the Duo Security Authentication box. Follow the instructions to verify yourself, then select "Automatically Send This Device a Duo Push."

  • I am a new VPN user, and receive a "username unknown" error message

    Question: I recently received access to the VPN and receive a username unknown error message. What is the problem?

    Answer: The Duo multi-factor authentication service has probably not synced with the VPN user group. Contact the ITS Help Desk at helpdesk@lmu.edu or at 310-338-7777 for further assistance.

  • I lost my phone, how can I authenticate?

    Question: I lost my phone, how can I authenticate?

    Answer: If a mobile device is lost and was setup for Duo MFA, it needs to be removed from Duo as soon as possible. Contact the ITS Help Desk at helpdesk@lmu.edu or 310-338-7777 with your LMU username and the phone number to be removed from your account.

    If you have multiple devices registered, you can remove the stolen device from the Duo self-service portal, which is accessible after the initial VPN authentication. Click on Add a New Device to manage their devices. Keep in mind that even if you have received a replacement phone with the same phone number, the new phone is not synced with DUO just because it has the same phone number. The trust relationship has to be reestablished through the Add a New Device process.

  • I got a new phone with the same number, but no longer receive notifications

    Question: I received a new phone with the same phone number but I do not receive a push notification like I did prior to upgrading my phone. What do I do? 

    Answer: A new phone with the same number is not considered the same device. You need to add your new phone as a new device via the Duo self-service portal. You can access the Duo self-service portal after your initial VPN authentication. Select "Add a New Device" to start the process to establish the trust relationship between Duo and your new device. 

  • Can I use my Apple Watch with Duo?

    Question: Can I use my Apple Watch for Duo multi-factor authentication?

    Answer: Yes, you can. However, you must install Duo Mobile on your iPhone first and register it with Duo. Then on your MyWatch app, navigate to the Duo Mobile app setting and set the option "Show App on Apple Watch" to ON. The caveat to this feature is that your iPhone has to be unlocked to receive the message on your Apple Watch. Otherwise, the push notification will go to your phone.

  • I use the VPN client, not the web version. How do I use Duo?

    Question: I use the VPN client, not the web version at https://doorway.lmu.edu. How do I use Duo?

    Answer: Visit Multi-factor Authentication for Cisco AnyConnect for instructions.  

  • Can I register more than one phone with Duo?

    Question: Can I register more than one phone with Duo?

    Answer: Yes. In fact, it is recommended that you register more than one phone or device, in case you lose the primary one.

  • Can I register an international landline or cell phone number with Duo?

    Question: Can I register an international landline or cell phone number with Duo?

    Answer: Yes. It must be in the common international phone number format starting with [+][country code][phone number]

  • How do I make changes to my Duo registration?

    Question: How do I make changes to my Duo registration, such as adding or changing my phone number?

    Answer: Currently, you can access the Duo self-service portal by visiting https://doorway.lmu.edu from off campus and entering your LMU credential as if you were going to access the VPN. Instead of clicking on the button Send Me a Push, click on the Add a New Device link.