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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. Remember that if your phone number has not changed, you can still log in using the Text messaging or Call options on your existing phone. 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 classic hardware token or Yubikey. If you need a hardware token, please come to the Helpdesk. You will be asked to present a photo ID and a token will be issued to you.
- I need to add an additional phone number. Please open a ticket at Help.drew.edu with the the additional phone number you'd like to add. Please indicate whether it is a landline or cellphone and if a smartphone what type so that we can send you an appropriate link to activate Duo Mobile (if applicable). It is essential that you submit the request via help.drew.edu, as this allows us to establish that you are the authorized user since you were able to log in with uLogin and perform two-factor authentication with Duo in order to submit the request.
- 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.
- 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. An Authorized Proxy is a supervisor or coworker who can positively identify you by phone call or other means and is able to visit a Duo Administrator in person and sign a proxy authorization form.
The proxy procedure is as follows:
- Contact the UT Service Center and explain the issue you are experiencing. Explain that you are unable to come to campus and will be designating a proxy to vouch for your identity. The Service Center will create a ticket and indicate that a proxy will be vouching for your identity.
- Contact your proxy. Your proxy must be a Drew employee and should be someone you know, a coworker or supervisor, member of the Deans office staff in your school, etc. who is able to positively identify you on the phone call and is able to sign a form accepting responsibility for making such an identification in the presence of one of the Duo Administrators. Note that as part of the internal controls and audit procedures we have established within University Technology for the Authorized Proxy process, Duo Administrators are expressly forbidden from serving as proxies themselves.
- Your authorized proxy will then contact one of the Duo Admins (listed below) and agree to meet in person to complete a Proxy Authorization form. With Proxy Authorization form in hand, the Duo Admin will perform the required actions on your account and update the ticket. An electronically scanned copy of the form will be attached to the ticket for audit purpose later. We will contact you at the callback number or email address in the ticket to confirm that the required action on your account is complete.
- Periodically a University Technology employee who is not a Duo Administrator will conduct an audit of proxy actions. As part of this audit, you may be contacted by the office phone number on your HR record or in person to confirm that the proxy action. If abuse of the proxy process is identified, an immediate investigation will be initiated.
- I have been designated as an Authorized Proxy by a coworker. If you have agreed to be a Proxy for someone, please call ahead to make an appointment with one of the Duo Administrators, who will meet with you to complete a Proxy Authorization form. The Duo Administrators are as follows: