Duo Support Issues

Some types of Duo issues are easily dealt with.   These classes of issues require nothing more than perhaps a call to the Service Center 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.
   
• 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" 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 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 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.