Duo Mobile (MFA) – Troubleshooting


This is a list of common issues that may arise with Duo Mobile that can be addressed via troubleshooting methods.

Are you looking for Frequently Asked Questions (FAQ) about Duo?

Table of Contents

What to do if you do not have access to your device

In the event you do not have access to your device, you will need to obtain a bypass code to complete 2-Factor Authentication.

If you have your personal email registered on DeakinPeople (Staff) or StudentConnect (Students), you can generate a bypass code online by following the Knowledge Base Article:  Duo Mobile (MFA) – Requesting a Bypass Code (Passcode)

Please contact the Service Desk if you cannot generate a bypass code using the option above.  

After receiving your bypass (passcode) you can manage your Duo devices following the Knowledge Base Article:  DUO Central - Managing Devices


What to do if you are not receiving push notifications

During the setup process for Duo mobile, you will be asked to allow or deny notifications for the Duo application.

If these permissions are denied you may not be able to receive the push notifications, please see the following help articles for assistance enabling the push notifications:

What to do if you are locked out of your account

Excessive Authentication Failures Error

If you are unable to sign on with Deakin's Single Sign On (SSO) and it presents you with this message, please get in touch with the IT Service Desk.


Example message of what you will see on your smartphone

 

What to do if you have no internet access for your phone

Your smartphone does not need to be connected to the Internet to generate a One Time Passcode.


Though it is preferred that you utilise the internet to provide an extra layer of security for your second authentication factor, you may not always have internet connectivity.

In addition to approving authentication attempts with a single press via a push notification, the Duo Mobile app can also be used to generate One Time Passcodes (OTP) that you can use as a second authentication factor.

 

How to register your device for MFA as a Student and a Staff member

First, if not already done, you will need to set up your Student or Staff account for MFA authentication by following this guide:  Duo Mobile (MFA) – Setup Instructions

To add a second account on your device for MFA, please consult  the following guide: Duo Mobile (MFA) – Tablet Registration

 

What to do if you cannot select "Remember for 7 days"?

If you're unable to select this option, you'll need to follow these steps: Duo Mobile (MFA) - Setting Up "Remember Me for 7 Days"

What to do when Duo prompts your browser is not up to date?

This is caused due to the Duo Device Health application on your computer detecting that the browser is not updated and will prompt you to update your browser whenever you log in through Single Sign On (SSO).

Duo Device Health is an application installed on Deakin managed computers that performs health checks whenever a user accesses Duo protected applications through the browser. This ensures that the device meets the organisation’s security requirements. 

To resolve this issue:

  1. Update the browser:

  2. Restart the browser to reflect the update.

How to set up your Duo account when you have both student and staff account?

Duo only allows your phone number to be linked to one account. If you are a student, who also is a staff or a staff, who is also a student. 

You will need to register your phone as a tablet for your secondary account, following this knowledge article - Duo Mobile (MFA) – Tablet Registration