Duo Authentication FAQs

 

We hope you find the following commonly asked questions and answers helpful with your Duo enrollment process and device settings. Check back frequently as we are adding additional FAQs.

If you do not see your question, please send an email to ITS Help Desk at helpdesk@lmu.edu.

Frequently Asked Questions

(A) General Questions

  1. Is the Duo Mobile app free?
  2. Can I use the Duo Mobile App internationally?
  3. I've heard about a "Remember Me" feature. How do I use this?
  4. What if I leave my registered phone at home?
  5. I share an office and same phone with others. Can we each enroll the same phone number?
  6. I want to use a landline at my office instead of my personal phone. Does ITS recommend this?
  7. We have a department email that is accessed by work study students or graduate assistants. I registered my phone number for this account. I have to tap Accept every time one of them need access from off-campus. Is there an easier way?
  8. What is the difference between Push and Passcode?
  9. I check emails through Mail app on my phone. Will I be asked to authenticate in Duo?

(B) Enrollment Problems

  1. I did not receive a Duo Security enrollment email. Why?
  2. How do I know if I am enrolled in Duo?
  3. I do not have access to Duo Enrollment email or the link has expired.
  4. I cannot type my 10-digit phone number. It seems to cut off after 7 digits. What do I do?
  5. I tried to register a device but I cannot scan the QR code.
  6. I enrolled with the wrong phone number.

(C) Performance Issues (Duo isn't working properly)

  1. I am getting a message that says I am locked out. What do I do?
  2. I clicked "Send me a push," but it didn't work.
  3. I'm not receiving the automatic Duo Push to my cell phone and had to use the "Call Me" option. Why is that?
  4. I receive a login request that I did not send. What do I do?
  5. I have a new phone with the same number I registered. Why am I not getting notifications?
  6. I receive an error message when I try to accept Duo Push request.
  7. I am using Internet Explorer and the Duo Login does not display correctly.

(D) Compatibility Questions

  1. My phone does not have enough space to install Duo Mobile app. How can I enroll and authenticate?
  2. Which tablet is supported by Duo?
  3. Which operating systems (phone software) work with Duo?
  4. I do not have internet access nor a smartphone. Can I still enroll in Duo?
  5. I don’t have data plan on my phone or tablet? How do I use Duo to authenticate my identity?
  6. Can I use my Apple Watch for Duo authentication?

 

(A) General Questions

Is the Duo Mobile app free?

Yes, the Duo Mobile app is free. ITS Help Desk has received some calls where users said they were asked to pay. Depending on how you set up the download and purchase security for iTunes / App Store, Google Play, or Windows Store, you usually get a general alert that some apps does have a fee. For Apple devices For Android devices For Windows devices

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Can I use the Duo Mobile App internationally?

If you do not have access to LMU email to open Duo Security email, or the unique enrollment link has expired, you still can enroll in Duo.

Follow these instructions.

  1. Have the smartphone or mobile device you want to use for authentication ready.
  2. Download Duo Mobile App on the mobile device.
  3. Access one of the following Duo-protected services:
  • From off-campus, use a computer or a laptop to access mail.lmu.edu, or
  • From on-campus or off-campus, login to MyLMU > System Logins > Employee Self Service

Upon logging in to one of these services, you will be presented with the "Start setup" screen.

NOTE: If you do not see "Start setup" screen, instead a "Choose an authentication method" screen, you have already enrolled in Duo.

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I heard about "Remember me" feature. How do I use this?

At the moment, the following Duo-protected services provide this feature.

  • mail.lmu.edu or mail.lls.edu has "Remember me for 7 days" option
  • HR Self Service has "Remember me for 9 hours" option

For example, suppose you checked the Remember me box yesterday when you logged in using Firefox on your laptop. When logging in from your laptop today, you decide to use Internet Explorer. Because this browser does not match that in use when you checked Remember me yesterday, you will be prompted to authenticate.

Two important items to note:

  • Duo Push needs to be turned off before using "Remember me ..." option.
  • The “Remember me for ...” option uses a persistent cookie. If your browser is set up to clear cache/cookies upon exiting, the device will not be remembered. You will have to confirm your identity when you login again.

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What if I forget my registered phone at home?

Contact ITS Help Desk at 310-338-7777. They will verify your identity and provide a temporary passcode. We encourage you to then go into Manage devices and add an additional device. 

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I share an office and same phone with others. Can we each enroll the same phone number?

Yes. Users who share offices and have one landline can share that device for Duo. However, each person would need to enroll that phone number during enrollment process to create the trust relationship. 

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I want to use a landline at my office instead of my personal phone. Does ITS recommend this?

You may use a landline instead of a mobile device; however, you need to take into consideration the stationary nature of a landline. Even if you work almost exclusively at your desk in your office (where the landline is located), you might, on rare occasions, need to have access to your Duo-protected services from home or from a remote location (such as a conference room). For that reason, it’s best to enroll more than just a landline phone.

NOTE: LMU's VoiceIP phones can be used for Duo authentication.

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We have a department email that is accessed by work study students or graduate assistants. I registered my phone number for this account. Every time they access email from off-campus, they need to call me so I can tap the Accept button. Is there an easier way?

Students or graduate students do not have to enroll in Duo yet. As of Fall 2018, only faculty and staff who receive HR benefits are required to enroll in Duo and authenticate every time they access 1) HR Self-Service on- or off-campus, 2) mail.lmu.edu or mail.lls.edu off-campus, and 3) Banner. You can add students' phone numbers as registered devices. When students access this email from off-campus, they will see an option to select their phone number and tap the Accept button on their phone. NOTE: In general, students should not access department emails from off-campus. Please contact the ITS Help Desk for a better solution.

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What is the difference between Push and Passcode?

Push will send a request to a registered device and you need to tap the Accept button.

Passcode will send a 6-digit code to the registered device and you need to enter the code on the computer. 

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I check emails through Mail app on my phone. Will I be asked to authenticate in Duo?

No, you do not. 

 

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(B) Enrollment Problems

I did not receive a Duo Security enrollment email. Why?

The reason you did not receive a Duo Security enrollment email is that, very likely, you have enrolled in Duo already.

How do I know if I am enrolled in Duo?

To verify your enrollment status, access one of the Duo-protected services:

  • From off-campus, use a computer or a laptop to access mail.lmu.edu, or
  • From on-campus or off-campus, login to MyLMU > System Logins > Employee Self Service

Upon logging in to one of these services, you can determine your enrollment status based on which screen prompt you see.

  • If you have NOT enrolled in Duo, you will be presented with the "Start setup" screen.
  • If you have already enrolled in Duo, you will be presented with "Choose an authentication method" screen.

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I do not have access to Duo Enrollment email or the link has expired.

If you do not have access to LMU email to open Duo Security email, or the unique enrollment link has expired, you still can enroll in Duo.

Follow these instructions.

  1. Have the smartphone or mobile device you want to use for authentication ready.
  2. Download Duo Mobile App on the mobile device.
  3. Access one of the following Duo-protected services:
  • From off-campus, use a computer or a laptop to access mail.lmu.edu, or
  • From on-campus or off-campus, login to MyLMU > System Logins > Employee Self Service

Upon logging in to one of these services, you will be presented with the "Start setup" screen.

NOTE: If you do not see "Start setup" screen, instead a "Choose an authentication method" screen, you have already enrolled in Duo.

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I cannot type my 10-digit phone number. It seems to cut off after 7 digits. What do I do?

We have received a few calls where users are unable to type in all 10 digits of their phone number; it cuts off after 7 and won't let them continue.

ITS is trying to determine if there is a particular browser that is causing the problem.

Here are the three workarounds:

  • Do not type a space after the right parenthesis. Enter your phone number as (xxx)xxx-xxxx, or
  • Type in the parentheses for the area code, or
  • Type in all digits as 3 (it will accept 10 number of 3s for some reason) and then backspace over each 3 starting with the left-most and then going through each one. Tedious but it works.

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I tried to register a device but I cannot scan the QR code.

Scanning of the QR code is necessary to complete the enrollment process.

Restart the enrollment process from a computer, a laptop, or a secondary 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 registered primary device in order to create a trust relationship.

Remember to enable "Allow Camera" on your registered primary device.

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I enrolled with the wrong phone number.

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

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(C) Performance Issues (Duo isn’t working properly)

I am getting a message that says I am locked out. What do I do?

When there are too many failed attempts to log in, accounts are locked. You will need to contact ITS Help Desk at 310-338-7777 for assistance unlocking your account.

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I clicked "Send me a push," but it didn't work.

Check the following:

  1. Make sure that Duo Push is being sent to the correct device (if multiple devices are registered, number is displayed at the top of the screen).
  2. If Duo Push was sent to the wrong device, change the device using the drop-down menu at top of the screen.
  3. If correct device is not listed as an option, use "Add a New Device" to add it. 
  4. Make sure that you have Duo Mobile app installed. If you don't, install the app to reactivate Duo Mobile.
  5. If you do not have cell service or WiFi, Duo Push is probably getting delayed. Use "Enter a passcode" instead. Open Duo Mobile app, click on the key icon. Type the 6-digit code into the passcode box. Press Enter.
  6. Open Duo Mobile app and see if there's a push in it. Sometimes the push comes to the app but doesn't appear as a notification on your device.
  7. You may want to adjust your notification settings for the Duo Mobile app. Make sure the app's notifications are set up correctly. 
    • If all of the notification settings are already switched on, switch them off and on again. You may want to restart the phone at that point to ensure the switch is saved.
    • Upon next Duo Push, a notification should show up. If not, make sure the date and time are set to automatic on the phone.

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I'm not receiving the automatic Duo Push to my cell phone and had to use the "Call Me" option. Why is that?

Sometimes the Duo Mobile app will not launch as intended on your smartphone. Usually, a simple reboot of your phone will resolve the issue. If you don't wish to reboot your smartphone, you could manually launch the Duo Mobile app. Your notification should be there waiting for your approval.

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I receive a login request that I did not send. What do I do?

Press Deny to reject the request.

You’ll be given the opportunity to report it as fraudulent – in which case an email notification will be sent to ITS Information Security. Or you can tap "It was a mistake" to deny the request without reporting it.

Your password may have been compromised. Reject the login and change your password as soon as possible.

NOTE: Pressing Deny three times will lock your user account and email will again be sent to ITS Information Security team.

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I have a new phone with the same number I registered. Why am I not getting notifications?

A new phone with the same number is not considered the same device. You need to add your new phone as a new device. 

To add your new phone, access Duo portal through one of these Duo-protected services:

  • From off-campus, use a computer or a laptop to access mail.lmu.edu or outlook.lmu.edu (they'll both get you to your email); or
  • From on-campus or off-campus, login to MyLMU > System Logins > HR Self Service

Upon logging in, you will see the "Choose an authentication method" screen.

On the left of the screen, select "Add a New Device" to start the process to establish the trust relationship between Duo and your new device. 

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I receive an error message when I try to accept Duo Push request.

There's a 60-second timeout period between your first authentication with your username and password 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.

Phone calls request will also timeout after approximately one minute.

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I am using Internet Explorer and the Duo Login does not display correctly.

For the best results, we do not recommend using Internet Explorer's Compatibility View with Duo authentication. You may be able to turn off Compatibility View yourself.

From the Address bar: If the Compatibility View button displays in the Address bar to the right of the page address, you can click the button to exit Compatibility mode.

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(D) Hardware and Software Questions (phones, tablets, compatibility, etc)

My phone does not have enough space to install Duo Mobile app. How can I enroll and authenticate?

Make sure there is enough space on your mobile device to install Duo Mobile app. For most devices, you need at least 30 MB of available space. Your mobile device also need to meet certain system requirements.

For iPhones, the current version of Duo Mobile supports iOS 9.0 and greater. Visit https://guide.duo.com/iphone for supported iOS release, link to install Duo Mobile app in App Store, check which version of Duo Mobile app is installed, how to enroll and authenticate, and more.

For Android phones, the current version of Duo Mobile supports Android 5.0 and greater. Visit https://guide.duo.com/android for link to install Duo Mobile app in Google Play, check which version of Duo Mobile app is installed, how enroll and authenticate, and more.

For Windows phones, the current version of Duo Mobile supports Windows Phone 8 and greater. Visit https://guide.duo.com/windows-phone for link to install Duo Mobile app in Microsoft Store, how to enroll and authenticate, and more.

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Which tablet is supported by Duo?

File size for Duo Mobile app for these devices vary, between 5-15  MB.

  • Tablet devices running Windows Phone as their operating system is supported.
  • iPad models
  • Android devices like Nexus 7, Nexus 10

NOTE: Microsoft tablets that run a desktop operating system (such as the Surface Pro) are not a supported second factor of authentication.

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Which operating systems (phone software) work with Duo?

Duo works on both Android and Apple devices. However, on April 1, 2018, Duo is ending support for its app on iOS 9 and Android 5. This doesn't mean your Duo app will no longer work if you're using these operating systems, but that development and technical support will no longer be able to help troubleshoot issues with the application.

After June 1, 2018, devices running iOS 9, Android 5, or older versions of the software may no longer be able to install Duo Mobile from the Apple App Store or Google Play Store due to updated minimum download requirements. 

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I do not have internet access nor a smartphone. Can I still enroll in Duo?

Yes, you can still enroll in Duo. For offline users or those without a smartphone, you can still authenticate with Duo’s phone callback method. Call any phone number enrolled and you will be asked to confirm your identity by answering the call and pressing a key.

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I don’t have data plan on my phone or tablet? How do I use Duo to authenticate my identity?

You have three options to authenticate:

  • Open the Duo Mobile app on your device and select the Key icon in the bar labeled “Loyola Marymount University” to generate a six-digit passcode for one-time use to login. This method does not use data nor incur any charges.

  • You can also authenticate easily with Duo’s SMS passcode (text message) method. After completing primary authentication, Duo will send you a one-time passcode delivered to your cell phone. Type the passcode into the authentication prompt on your screen and press Enter to authenticate and access your account.

  • You can select "Call Me" option.

There is a cost that LMU pays Duo; and there is a cost to you, depending on your calling plan.

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Can I use my Apple Watch for Duo authentication?

Apple Watch support requires Duo Mobile 3.8 or later. To see which version of Duo Mobile is installed on your device, go to the iOS Settings menu, then scroll down and tap Duo Mobile. The "System Info" section shows the app version. You'll need to enable Apple Watch notifications for Duo Mobile. Open the Watch app on your phone, tap "My Watch", and scroll down then tap the entry for Duo. Enable "Show App on Apple Watch".

To use Apple Watch as an authentication device, you first need to register the iPhone associated with the Apple Watch. Refer to Duo Enrollment Quick Reference Card for smartphone enrollment at http://its.lmu.edu/secureit/duo/howto/

For additional information, visit https://guide.duo.com/apple-watch

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