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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
  
  • 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
  regular password.
   
  • 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
  • device to generate a one-time passcode (yes, even if you don't have service) by
  pressing
  • touching the
  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.
  My hardware token stopped working. Contact the University Technology Service Center if your hardware token has stopped working
  • 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.
    
    
• 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
  "
  • 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
  • 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
  • ; we can
  add the
  • verify your identity and add a backup line for you.

 Managing Your Devices

or come to the UT Helpdesk with photo ID so we can assist you further.

• I am graduating or retiring and wish to stop using Duo. We just want to point out that you are asking us to make your account less secure. If you are comfortable with this, please log a ticket at help.drew.edu, providing your username, phone number, and type of device, and the reason you wish to be removed. 

• I have a new phone and cannot log in using an alternate device.

• I need a classic hardware token or YubiKey. University Technology is unable to provide additional hardware tokens or YubiKeys. If you have your own that you would like to use with your Drew account, please reach out to the Helpdesk.

Some types of Duo issues require that you come to the UT Service Center Helpdesk with Photo photo ID for a positive identification to preserve the integrity of the Two-Factor Authentication system .

• My account has become locked. If your account becomes locked for any reason, you will need to visit contact the UT Service Center with a photo ID Helpdesk for identity verification in order to unlock your account. 
  I need a classic hardware token or Yubikey. If you need a hardware token or Yubikey, please come to the Helpdesk.  You will be asked to present a photo ID and a token will be issued to you.
  
  
• 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 have encountered an issue which requires me to present ID, but I am unable to come to campus.  If you need to present ID, but are unable to come to campus, you may designate an Authorized Proxy to vouch for your identity.  
  
I have been designated as an Authorized Proxy by a coworker.  If you have agreed to be a Proxy for someone, you must make call ahead to make an appointment with one of the Duo Administrators, who will meet with you to fill out some paperwork. The Duo Administrators are as follows: