FAQ


Answers

  • What is Duo?

Duo Security is a cloud-based security company providing two-factor authentication services.  Duo two-factor authentication is widely used by universities such as Virginia Tech, NC State, George Washington, George Mason, Cornell, Stanford, Purdue and MIT to name a few.  The easiest form of authentication is using the "DUO" app. 

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  • What is two-factor authentication?

Two-factor authentication enhances security by adding a second layer of authentication to your login. This method is stronger than a password alone because there are two factors confirming you are who you say you are: something you know such as your password and something you have like a cell phone or tablet. This ensures that even if a hacker manages to obtain a user's login credentials, the information is useless without access to the user's secondary device.

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  • Am I required to turn on two-factor authentication?

Yes.  Due to the continued increase in cyber-threats, all faculty, staff and students should proceed with enrolling in Duo two-factor authentication.  Mandatory enrollment begins on October 23, 2018.

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  • Will using Duo two-factor cost me anything?

The Duo App is free to download.  Text messages and voice calls are sent only when you request them and would be billed by your carrier like any other text message or inbound voice call. If you are connected to WiFi and running the App, it will use WiFi instead of text messages.

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  • Do have to use my personal phone for two-factor authentication?

You can register your office phone instead of using a personal phone.  You can also submit a request for a physical token at the Technology Assistance Center.  The use of tokens and calls to landline phones and non-smartphones are not the preferred primary methods of authentication due to the additional charges incurred by the university and the inconvenience to the user. 

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  • Do I have to use the Duo App for two-factor authentication?

You can use other methods without the Duo App, but the ‘push’ method with the Duo App is recommended as your primary method because it is the easiest to use and the university incurs telephony charges with other methods.  To authenticate without using the Duo App:

1. Enroll your smartphone or cell phone as Other (including cellphones) by following the instructions at “Enrolling a Non-Smartphone”. This will allow you to receive SMS codes or a telephone call to your phone and use the given code as your second factor.

2. Enroll your smartphone or cell phone as Landline by following the instructions at “Enrolling a Landline”. This will allow you to receive a telephone call to your phone and use the given code as your second factor.

3. Enroll a landline at your office or other location as Landline by following the instructions at “Enrolling a Landline”. This is useful when you are physically close to the telephone or as your backup method.

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  • Do I need a smartphone to use Duo for two-factor authentication?

No. Duo provides other alternatives to using a smartphone.  The recommended smart mobile phone option makes two-factor authentication extremely easy, but a lot of other easy options exist as well. Duo can send a text message to a regular cell phone or place a voice call to your office landline phone or cell phone.  See “Do I have to use the Duo App?” for details.

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  • How do I use two-factor to login if I forget my device?

If you have an additional device enrolled, use that second device to authenticate.  If you have no other device enrolled, call the Technology Assistance Center at 540-831-7500 to get assistance enrolling another device after verbally verifying your identity.

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  • I lost my phone. How do I login using two-factor authentication?

Contact the Technology Assistance Center (TAC) at 540-831-7500 immediately to lock your Duo account to prevent malicious activity.

If you have previously enrolled a second authentication device, you can use My Settings & Devices to delete your lost or stolen phone in MyRU> Personal Information> Account Settings> Click on “Manage” Duo Multi-Factor Authentication.  If you aren't able to log in to MyRU, then contact the TAC at 540-831-7500 to disable the missing phone for authentication and help you log in using another method.  While it's important that you contact the TAC if you lose your phone, remember that your password will still protect your account.

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  • I have a new phone and the Duo App stopped working. What should I do?

If you get a new phone, even if the Duo app is restored from a cloud backup, it will lose its association with your account. If the phone number of your new phone is the same, you can still authenticate using the phone call or sms option, but the push option will not work until re-activated.

You can re-activate your new phone with the Manage devices option. First, ensure that you still have access to any of the phone numbers enrolled in Duo. Set the authentication option to Phone Call and then select Manage devices. The phone you chose should ring, and you will need to answer, and hit any key to authenticate. From here, you can select the phone number of your new phone (assuming it’s the same phone number) and under Actions, select Activate Duo Mobile. This will prompt you to scan in a new QR code from the Duo app. If you have difficulties with this process, you can submit a ticket on ITOneStop or call the Technology Assistance Center at 540-831-7500.

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  • My Duo hardware token is broken or lost. What should I do?

Contact the Technology Assistance Center at 540-831-7500 if your token stops working or if you can't log in with 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. You will be asked to generate three passcodes in a row and can attempt to resynchronize the token.

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  • Do I have to use Duo two-factor authentication every time I login?

You can check the "Remember Me Option" and as long as you use the same browser, you will not have to enter a code again for the specified number of days.  After that period ends or if you use a different browser, you will be asked to enter a new code again.

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  • Why can't I check "Remember Me" on the Duo authentication prompt?

If you have selected “Duo Push” to be used automatically, the box you need to check may be covered by a blue message bar.  Depending on the type of device, you may have to click "Cancel" and “Dismiss”.  Then you can check the “Remember Me” box and ask Duo to send the push again.

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  • I have "Remember Me" checked, but I am still being asked to use two-factor when I login.

The "Remember Me" functionality requires persistent cookies in your browser.  If your browser is not remembering that you checked the "Remember Me" box, then check the cookie settings of your browser.  If you set your browser to block all cookies, the 'Remember me for 14 days' feature will not work. Chrome's "incognito" setting, Firefox's "private window", and Internet Explorer's/Edge's "InPrivate" settings can also affect the "Remember Me" feature.  Click the following link to search Google: browser cookie settings.

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  • Why is the Duo Panel/Window frame blank?

Go to the Duo Security Status Web page, and look for any interruption of service. If that Web page does not list any issues, then one of these conditions may be causing the problem:

1. You have a firewall installed on your device and it is preventing your browsers from reaching Duo.

2. You have Parental Controls or other restrictions on your device and that is preventing your browsers from reaching Duo.

If you cannot determine the problem or correct it, submit a ticket on ITOneStop or call the Technology Assistance Center at 540-831-7500.

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  • Why is Duo Push not working for me?

You may have trouble receiving push requests if there are network issues between your phone and our service. Many phones have trouble determining whether to use the WiFi or cellular data channel when checking for push requests, and simply turning the phone to airplane mode and back to normal operating mode again often resolves these sort of issues, if there is a reliable internet connection available. Similarly, the issue may be resolved by turning off the WiFi connection on your device and using the cellular data connection.

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  • How can I receive Duo codes via text message?
    • When prompted to select your Duo second factor, from the drop-down list, select a device that can receive SMS text messages. (Your office phone will not work.)
    • Click the Enter a Passcode button.
    • Near the bottom of the screen, in the blue bar, click the Send codes button or the Text me new codes button.
    • When a text message that starts with "SMS passcodes:" arrives to your enrolled mobile phone, open that text message. The text message will contain 10 different passcodes that are each 6-digits long.
    • In the Web browser, in the Enter your passcode text box, type one of the 6-digit passcodes from the text message you received.
      (These codes do not expire until you use them to authenticate. Once you use one of the codes, you cannot use that same code again.)
    • Click the Log In button.
    • It is recommended that you write down the passcodes on paper and store the paper in a secure place, so that you can use those codes as a backup second factor if your other second factor devices fail or are unavailable.

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  • How do I turn off Duo Auto-Push?

From the MyRU portal, select the "Personal Info" icon and then click on "Manage" next to Duo Two Factor Authentication.  After you enter your Radford credentials, choose an authentication method to complete the login.   Click on the "When I log in" drop-down list and select "Ask me to choose an authentication method".   Click the "Save" button.

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  • How do I use two-factor if I am travelling and may not have Internet, Network or Cellular Service?

Authenticating with a passcode that was generated before your trip would be the most reliable method.  See “How can I received Duo codes via text message?”

Otherwise, you can install the Duo Mobile app before your trip.  The Duo Mobile app is designed to work internationally. If you install the app, it can generate the required code without need of either a telephone signal or data plan, and it can do this anywhere in the world. If you don’t have a signal, you can still use the app to generate a six digit code and enter that manually.

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  • What if I get a Duo request that someone is trying to access my account, but I didn't request it?

Select the red "X" to “Deny” access to your account.   Promptly change your University account password!

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  • Is Duo two-factor authentication required for VPN?

After October 23, 2018, Duo two-factor authentication will be required to access the campus VPN. This includes students, faculty and staff; anyone using VPN.  When you connect to the campus VPN, you will be prompted for your username, password and second password. In the second password field, you can enter the word “push” to receive a DUO push notification to your smartphone, or you can enter a passcode through the Duo app, via SMS text or you can enter the word “phone” to receive a Duo phone call.

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