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- 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. The device password is only necessary if you have connected the built-in Mail and Calendar apps on your smartphone or tablet to your Drew account or are using third-party mail applications on your computer. When accessing your Google account via a web browser you will continue to log in using your regular password.
- 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'm not getting my push notification. How do I log in? If your phone is out of cell coverage, you can use the Duo Mobile app on your phone to generate a one-time passcode (yes, even if you don't have service) by pressing the key icon next to "Drew University". On the uLogin page, click "Duo Security", change the dropdown to "Passcode", and enter the code generated by the app before clicking Login.
- I forgot my phone at home. How do I log in? If you set up your office phone, you can click Duo Security at the uLogin page and choose "Call" (usually under Phone 2, but this depends on which numbers you set up on your account in which order!) from the dropdown menu. If you do not have your office phone set up, you can come to the UT Helpdesk with a photo ID so that we can add the line for you.
- 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. If you set up your office phone as an additional "device", you can click Duo Security at the uLogin page and choose "Call" (usually under Phone 2, but this depends on which numbers you set up on your account in which order!) from the dropdown menu. If you do not have your office phone set up, you can come to the UT Helpdesk with a photo ID so that we can add the line for you.
- I need to re-activate Duo Mobile. If you have a new phone (or have done a factory reset on an existing 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. The Helpdesk will ask you to generate three passcodes in a row and can attempt to resynchronize the token. Yubikeys do not get out of sync in this way.
- 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.
- I need a hardware token. If you need a hardware token, please come to the Helpdesk. You be asked to present a photo ID and a token will be issued to you.
- I need to add an additional phone number. You can open a ticket at Help.drew.edu with the the additional phone number you'd like to add.
- My account has become locked. If your account becomes locked for any reason, you will need to visit the UT Service Center with a photo ID in order to unlock your account.