- Do I still need to change my uLogin password every 180 days after enrolling in this service? No. Duo Two-Factor authentication adds additional verification after every login. For this reason, Drew does not require two-factor users to change their regular uLogin passwords every 180 days. Once you have completed Duo enrollment, the password expiration policy will be removed from your uLogin account automatically.
- My phone has stopped receiving email and calendar updates after enrolling in Duo. Once you enroll in Duo, any other devices you have connected to your Drew email account, including smartphones and tablets as well as third-party email programs like Outlook, Apple Mail, or Thunderbird, will need to use a special password to connect to your account. This password is known as your device password and will be generated automatically by the system. Learn more about using your device password here.
- Does Duo Security only apply to Drew web sites using uLogin? What about logging into my computer? At present, Duo Security applies to web-based services protected by Drew's uLogin system. Duo authentication is not required for local logins to your computer.
- I've lost my phone. What do I do? Please contact the University Technology Service Center (+1 973-408-HELP) immediately so that we can deactivate that phone as a valid authenticator for your account.
- I need to re-activate Duo Mobile. If you have a new phone and need to reactivate the Duo Mobile app please contact the University Technology Service Center for assistance. If you are still able to log into your Drew account via another phone or token registered to your account, we will be able to send you a new activation link for Duo Mobile. Otherwise, you will need to visit the Helpdesk in person with a photo ID to register the new device.
- My hardware token stopped working. Contact the University Technology Service Center if your hardware token has stopped working or you cannot log in using 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 login. In some cases this can happen by accident if the token is stored next to other objects in a pocket, backpack, etc. Your administrator The helpdesk will ask you to generate three passcodes in a row and can attempt to resynchronize the token.
- My token is physically damaged or has been lost. If your token has been lost, please contact the Service Center immediately so that it can be deactivated as a valid authenticator for your account. Faculty and staff may obtain new tokens from the Helpdesk with a Photo ID. Replacements for damaged or malfunctioning tokens will be provided for free. A $50 charge will apply to replace a missing token.