Frequently Asked Questions

Setup Process

What are my authentication options?

Smartphone

Duo Push: If the Duo Mobile app is installed on your smartphone, you can receive a push notification and can either approve or deny the authentication attempt. If you deny it, you can indicate that it was fraudulent if you did not initiate the attempt.
Phone call: You receive a phone call from Duo. The call will give instructions on approving or denying the authentication attempt.
Pass codes via SMS: You can receive a one-time passcode via text message. This code will expire in 10 minutes, so you will need to use it promptly.
Pass codes via Duo Mobile app: If you have the Duo Mobile app installed, you can receive a single pass code by tapping the key in the mobile app. This pass code must be used immediately. This is a good option if you do not have a good wireless or WiFi signal on your phone.

Tablet

Duo Push: If the Duo Mobile app is installed on your tablet, you can receive a push notification and can either approve or deny the authentication attempt. If you deny it, you can indicate that it was fraudulent if you did not initiate the attempt.
Pass codes via Duo Mobile app: If you have the Duo Mobile app installed, you can receive a single pass code by tapping the key in the mobile app. This pass code must be used immediately. This is a good option if you do not have a good wireless or WiFi signal on your tablet.

Basic cell phone

Phone call: You receive a phone call from Duo. The call will give instructions on approving or denying the authentication attempt.
Pass codes via SMS: You can receive a one-time passcode via text message. This code will expire in 10 minutes, so you will need to use it promptly.

Home/office phone (landline)

Phone call: You receive a phone call from Duo. The call will give instructions on approving or denying the authentication attempt.

Can I use a hardware token?

If absolutely necessary, users can use a hardware token. However this option will incur a cost by your department and will need to be approved. Please contact security[at]emory[.]edu for more information.

Can I set up Duo on more than one device?

Yes, in fact you are encouraged to do so. When you are doing your initial setup, you may add as many phones (landline or mobile) or devices as you like. After that, when you are logging in you can choose which device Duo will send the authentication request to (via smart phone app, SMS text message, or phone call depending on what you chose).

See the FAQ section on Adding More Devices for more information

What if I have multiple NetID’s, one for university and one healthcare access?

We recommend that you enroll the NetID that you primarily use. We will automatically enroll the other for you and keep your accounts synchronized. Any device you add to one account will get added to the other. However, if you delete a device, you will need to delete it from both accounts by logging into the Duo Self-Service Portal with each account.

Do I need a smart phone to use Duo?

A smartphone is the best choice since it provides the greatest level of security and allows you to use the Duo Mobile App. The app generates passcodes for login and can receive push notifications for easy, one-tap authentication.
Any cell phone or even a landline will work, however, it will not include the advantages of the app (passcodes, prompts, etc.) and may result in regular cell phone charges in order to call back and authenticate (depending on your phone service).

What if I don't have a cell phone?

If you don’t have a cell phone, Duo allows you to use your landline phone. You would receive an automated phone call that requires you to hit “1” to confirm your identity.

What if I don’t want to install the Duo Mobile app on my smartphone?

The Duo Mobile app provides the most user-friendly experience; however, there is no requirement to use it. As you go through the enrollment process, (1) indicate you are enrolling a Mobile Phone, (2) enter and verify your phone number, (3) specify Other (and cell phones) as your device type, and then (4) click Continue to Login to complete the process. When you log in, you will have both the phone call and passcode options available to you.

Adding More Devices

Please visit the Emory Duo Self-Service Portal and refer to the instructions there.

Using Duo

Do I have to use Duo every time I login?

No, you will only need to use it when logging in from off-campus locations. You will also have the option to “trust” the computer you are logging in from for 30 days. (This option requires you use the same browser and not clear your browser cache)

There are several common reasons why you may not be able to select the option to remember your device.

If you have configured Duo to automatically send you a push, text, or call instead of asking you which one to use
If you are connecting via an iPad, iPhone, or Android device
If your web browser does not have cookie support enabled. If you are using the F5 stand-alone VPN client, make sure that cookies are enabled in Internet Explorer (if you're using Windows) or Safari (if you're using a Mac).

When will I be prompted for Duo when using an Office 365 application?

You will be prompted for Duo when you log in to any Office 365 service from off-campus. Affected Office 365 services include:

email.emory.edu / Outlook Web Access (OWA)
Activation of Office Pro Plus
Accessing O365 services from Office 2016 applications (e.g. Outlook, Word, Excel, OneNote and others)
Skype for Business / Lync
OneDrive for Business

You will not need to use Duo to access your email with a mobile device unless you use a browser to go to https://email.emory.edu.

Do I still use my old RSA token?

No, just log in with your Emory NetID and password. Duo replaces the RSA authentication system.

What if I don't have a data plan on my phone? What if I don't have a connection?

The Duo smart phone app provides options that work without a data plan, a texting plan or even a connection, if necessary. The app can generate the required code without need of either a telephone signal or data plan, and it can do so anywhere in the world. If you have a signal and data plan, the app makes two-factor authentication as easy as a pushing a single button, but if you don't, you can use the app to generate a six digit code and enter that instead.

Can I use a hardware token?

If absolutely necessary, users can use a hardware token. However this option will incur a cost by your department and will need to be approved. Please contact security[@]emory[.]edu for more information.

Can I set Duo to automatically use a particular authentication method?

Yes. Duo will automatically try the last authentication method you used. If that's not correct, you can click Other options and select a different method.

Common Issues

I have a new device or phone number and the Duo App stopped working. What do I do?

New smartphone

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 text option, but the push option will not work until re-activated.
You can re-activate your new phone by logging into the Emory Duo Self-Service Portal. If your phone number is the same, set the authentication option to Phone Call. The phone you chose should ring, and you will need to answer, and press “1” to authenticate. From here, you can you can select the phone number of your new phone (assuming it’s the same phone number) and select Reactivate Duo Mobile. This will prompt you to scan in a new QR code from the Duo app.
If you have a new phone number or if you have difficulties with this process, you should contact your Emory Service Desk. Users with a new phone number will receive a temporary passcode with which they can use at the Add a new device option to then go through the above process. University Service Desk may be reached at 404-727-7777. Emory Healthcare Service Desk, 8-Help, may be reached at 404-778-4357.

New basic cell phone

If your phone number has not changed, no action is needed.
Otherwise, contact your Emory Service Desk to receive a temporary passcode which you will use at the Emory Duo Self-Service Portal. Choose Manage Duo, log in with your Emory NetID and password, then use the passcode to authenticate. Then select the Add a New Device option. From here, you can go through the process to add your new phone. University Service Desk may be reached at 404-727-7777. Emory Healthcare Service Desk, 8-Help, may be reached at 404-778-4357.

New tablet

If you get a new tablet, even if the Duo app is restored from a cloud backup, it will lose its association with your account. You can activate your new tablet by logging into the Emory Duo Self-Service Portal. If you have an alternative way to authenticate with Duo, you can use that to authenticate. Otherwise, you should contact your Emory Service Desk to receive a temporary passcode with which you can use to authenticate. then choose the Add a new device option and follow the on screen instructions.
University Service Desk may be reached at 404-727-7777. Emory Healthcare Service Desk, 8-Help, may be reached at 404-778-4357.

New landline phone number

You can add a new landline phone number by logging into the Emory Duo Self-Service Portal with your Emory NetID and password, authenticating with Duo, and then selecting the Add a New Device option.
If you do not have an alternative way to authenticate with Duo, you should contact your Emory Service Desk to receive a temporary passcode with which you can use at the Device Management Portal. Once you have authenticated, follow the on-screen instructions to add a new device. University Service Desk may be reached at 404-727-7777. Emory Healthcare Service Desk, 8-Help, may be reached at 404-778-4357.

What if I don't have my phone?

You can contact the Emory Service Desk. They will verify your identity and provide a temporary passcode. You may be able to use an alternative phone number, if you have set that up.

What if I lose my phone?

Please contact the University Service Desk (404-727-7777), or for Emory Healthcare users (404-778-4357), to have them immediately lock your Duo account. They will set you up with an alternative method to authenticate.

Sometimes my phone doesn't receive a push notification like it should. What can I do?

Push notifications can get delayed when a user moves between or has weak cell/wifi signals. A quick fix is to open the Duo App, and pull down with your finger causing a manual refresh. This will prompt for any authentication requests that have not been responded too. Of course you can always select a different method of authentication (e.g., phone call, passcode) and that should also work.

Also, be sure that you have allowed the Duo app to send you push notifications. This must be enabled for you to receive a push notification without manually checking the app.

Why am I not getting the option to remember my device for 30 days?

There are several common reasons why you may not be able to select the option to remember your device.

If you have configured Duo to automatically send you a push, text, or call instead of asking you which one to use
If you are connecting via an iPad, iPhone, or Android device
You are not using a web browser to access the application, or your web browser does not have cookie support enabled. If you are using the F5 stand-alone VPN client, make sure that cookies are enabled in Internet Explorer (if you're using Windows) or Safari (if you're using a Mac).
Some sites that require higher security, such as the PeopleSoft/eVantage direct deposit page, will not allow trusted devices to be used.

How to enable cookies in your browser:

Internet Explorer:

Click Tools (the gear icon) -> Internet Options -> Privacy
Click Advanced under the Settings label, the select “Accept all cookies” then OK.

Firefox:

Click on the Menu button -> Options -> Privacy
Set Firefox will: to Use Custom settings for history
Set Accept third-party cookies to Always

Safari:

Go to the Home screen by pressing the Home button
Select the Settings icon
Select Safari from the Settings menu
Select Accept Cookies from the Safari menu

Chrome:

Type the following into the Chrome URL bar to open cookie settings: chrome://settings/content
Under Cookies, choose "Allow local data to be set (recommended)"
Click Done

Why does a phone or other device re-appear in my account after I delete it?

If you have both a University and Healthcare NetID, you likely need to delete the device from both accounts. For people with two Duo accounts, we automatically sync the configuration between them so that if you want to add a device, you only have to do it once. Unfortunately, syncing the accounts like this also means that if you delete a device from only one, we will automatically copy it back in from the other. If you need help making sure you delete a device from both accounts, please contact the Service Desk.

My phone never receives a push notification. What can I do?

Ensure that you have allowed the Duo app to send you push notifications. This must be enabled for you to receive a push notification without manually checking the app.

Android Users: Go to settings > apps > Duo Mobile > Notifications , and make sure "Allow Peeking" is set to on, and "Block all" is set to off. (These instructions may vary if you are using a version of Android older than 6.0)

iPhone Users: Go to settings > notifications > Duo Mobile, and make sure "Allow Notifications" is set to on.

I'm often in a location where I have poor cell coverage; how can I use the service?

In cases where cell coverage is not available, use the Duo Mobile App to generate a passcode by selecting the key icon next to the "xxxxxxxx" service in the list. Use the passcode as your second factor.
If you're not using a smartphone (and therefore do not have access to the app), generate a passcode in advance. At the moment, only one passcode can be sent at a time so you will only be able to log in once before you have cell access again.

I'm getting an error message that says, "There was an error completing this request. If this problem persists, please contact your administrator." What do I do?

This error sometimes occurs after upgrading your phone. In any event, you should contact your Service Desk and ask them to re-issue your Duo Mobile activation code, referencing this problem.

I'm receiving Push Notifications/Phone Calls/Text Messages from Duo even though I haven't logged into any applications

If you are receiving requests from Duo to approve a login that you did not initiate immediately prior to get the notification from Duo, it's very likely that someone has your password and is attempting to login with your credentials. If this happens you should deny the request(s) and change your password immediately by calling the University or Healthcare service desks, or by visiting the Knowledge base article.

I get an error when accessing a Duo-protected mobile app (e.g., F5 Access) on iOS 11.3 or 11.4 when trying to use the Push authentication method

This issue is related to a change made by Apple to their old webviews with the release of iOS 11.3. As a result of this change, applications still using UIWebView, such as Outlook for iOS or F5 Access will be affected by this issue until they are updated to the newer WKWebView. As an interim workaround, when you receive the Duo Push notification, perform a "force touch" (press hard on the notification and hold) to show the "Approve" and "Deny" actions instead of tapping it to open the Duo Mobile app. You can also drag down on the notification to view these options.

View more details.

About Duo

Can I use Duo internationally?

If you travel internationally, don’t worry – Duo authentication can work without cellular service or a wifi connection. You have several options that may be useful:

Smartphone – Even with cellular service disabled or without a wifi connection, you may use the Duo Mobile app to generate a passcode that you can use to authentication. Simply choose the Enter a Passcode option when you get the Duo authentication prompt. To generate the passcode, open the Duo Mobile app on your phone and tap the down arrow symbol ∨ next to "Emory".
Hardware token – if you don’t have a smartphone and you travel internationally often, you may want to get a hardware token (contact the Service Desk to start the process). Simply choose the Enter a Passcode option when you get the Duo authentication prompt and then enter the passcode that shows on the hardware token. Note: there is a one-time $45 fee for hardware tokens.
ByPass Code – If you won’t have a smartphone and a hardware token is not an option, it is possible to get a bypass code that you can use for Duo authentication for the duration of your trip. Contact the Service Desk to request this option. Then, simply choose the Enter a Passcode option when you get the Duo authentication prompt and enter the bypass code that you were given.
Normal options – If you have cellular service or a wifi connection, then you can simply use whatever authentication technique you normally use. The push, passcode, and phone call options all work overseas. You can even add an international phone number as one of your authentication options.

If you have questions about any of these authentication options, please consult the Duo FAQ page or the Duo User Guide.

What data is stored by Duo?

The only data that Duo stores for a user is the subscriber's Emory’s NetID, email address, and information about your second factor, such as a phone number (if using a phone for the service) or the serial number of your hardware token (if not using a phone for the service). Duo does NOT know your Emory password.

Does it cost me anything to use the service via my phone? If so, will I be reimbursed by Emory?

There is no cost to download or use the Duo Mobile smartphone app. If not using the Smartphone App, text messages and voice calls are sent only when you request them, and they would be billed by your carrier in the same way that any other text message or call would. Emory will not reimburse you for these charges. If the charges when using Duo exceed a level that you're comfortable with, consider switching to a landline rather than a cell phone for the service (understanding the limitations of a stationary phone).

Can I opt-out of using Duo?

No. Enrolling in Duo helps protect your account from compromise even if you never expect to use it. Consequently, for the increased protection of your own personal information, the information of our faculty, staff, students, and patients, as well as other Emory Information Systems, everyone with an Emory NetID must enroll in Duo Security.

Where can I get more information?

End user documentation is available at guide.duosecurity.com