Some types of Duo issues are easily dealt withhandled. These classes of issues require nothing more than perhaps a call to the Service Center Helpdesk to get resolved. - 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 Mail or 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 (even on your smartphone).
- You may simply need to restart your phone or tablet if you receive errors about passwords or sync not working.
- You may need to log in using your Drew username and password on your phone again.
- I'm not getting my push notification. How do I log in? If
- Restart your phone.
- If your phone is out of cell coverage, you can use the Duo Mobile app on your
phone to pressing key icon next to - "Drew University" line; it will expand and display a 6 digit passcode. On the uLogin page, click "Duo Security" and enter the code generated by the app (you may notice the dropdown option change from "Default" to "Passcode") before clicking Login.
- If you have an iPhone, you may need to check the Notification settings for the app (in Settings, not the app itself) to make sure they are turned on and are set to either banner or alert
. 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. - I forgot my phone at home. How do I log in?
- If you set up your office phone, you
can click - 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.
- If you are working from home and something has happened to your mobile phone, please reach out and we will work with you to find the best solution.
- I've lost my phone. What do I do?
- Please contact the University Technology
Service Center - Helpdesk (+1 973-408-4357 or HELP) immediately so that we can deactivate that phone as a valid authenticator for your account.
- If you set up your home or office phone as an additional
""- , 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 - under the right phone in the dropdown menu.
- If you do not have
your office - another phone set up, you can
come - reach out to the UT Helpdesk
with a photo ID so that add the - verify your identity and add a backup line for you.
Managing Your Devices Excerpt |
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- I want to set up Duo Restore. Duo Restore lets you set up your new phone to approve logins with Duo. See our instructions at Duo Restore.
| reactivate , your , you can log into the Two-Factor Self-Service site and click on Manage Devices after having selected a device to use for logging in. | You will need: On your phone: - Install Duo Mobile from your app store/play store if it isn’t installed from a backup
On the computer: - Go to drew.edu/duo.
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- Let the Duo Push time out (that is, do nothing).
- On the “Duo Push timed out” screen, click the “I got a new phone” link.
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- Click the “Text me a link” button.
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- Open the text message on your phone and follow the link.
- Click “Save” on your phone.
- Exit the Duo Mobile app.
- Click “Continue” on the computer.
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- Approve the Duo Push on your phone.
You are off to the races! Remember to restart your phone every so often so the push notifications continue to work. |
- To learn more about using self-service to manage your devices, please see Duo's help page.
- If you are working on an IOS device, you need to allow the Duo Mobile app to access your camera. If you've already said no:
- Go to "Settings" (for your phone)
- Scroll down the left to the list of apps and select "Duo Mobile"
- On the right, select "Privacy"
- Make sure the toggle for the Camera is on
- To install the Duo Mobile app on your mobile device:
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unable to log in using another device on your account, please stop by the Helpdesk with a Photo ID to reactivate the Duo Mobile app.- I need to add an additional phone number
. Log into - .
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title | Click here for detailed instructions. |
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| | on Manage Devices after having selected a device to use for logging in. To learn more about using self-service to manage your devices, please see Duo's help page. I want to change my default phone. Log into the Two-Factor Self-Service site and click on Manage Devices after having selected a device to use for logging in. - "Manage devices"
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- Choose the method you would like to use to verify your identity
- On the devices page, click "Add a device"
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- Follow the prompts to add the type of device you are trying to add
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- To learn more about using self-service to
| manage your devices. Please note that Duo will send a push notification to whichever device will accept them by default, regardless of whether your office phone precedes your cell phone in Duo.When trying to manage your devices, please click Manage Devices rather than Log in Image Removed
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