Frequently Asked Questions

The Duo authenticator is a service that allows for a second factor authentication to be prompted for our users when using a username and a password on Western services that require MFA. These services include Office 365 as well as a number of other Western services that other authenticators do not support.

The Duo authenticator is part of a larger organization known as Cisco Systems. Western has engaged in a long-term agreement with Cisco Systems for a variety of network services and the 2FA application falls within the context of that contract.

Duo is a feature-rich and industry standard technology used across North American Higher Education and private sectors. Other authenticators do not have the same abilities and cross compatibility that Duo provides.

This message indicates that you have not enrolled any devices for MFA. To enroll a device and resolve this error, follow Steps 1 & 2 on our Setup MFA page.

If you require any assistance with enrolling a device, please contact the WTS Helpdesk.

Select your device type for a guide:

• iPhone and iPad
• Android
• Windows Phone
• Basic cell phone and Landline
• Hardware Token
• Security Key

Your account will lock after 3 failed log in attempts and will unlock after 15 minutes. Contact the WTS Helpdesk for further assistance.

You may have trouble receiving push requests if there are network issues between your phone and the Duo 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.

Check the time and date on your phone and make sure they are correct. If the date and time on your phone are manually set, try changing your device's configuration to sync date and time automatically with the network.

It is recommend that you also check your devices notification settings to confirm that notifications are being allowed for the Duo Mobile app.

You may also want to try to reactivate.

To do so:

1. Log into the Identity Manager
2. Authenticate using your secondary device
3. Click Security > Manage My MFA
4. Click Launch Duo Manager
5. Follow the instructions on the website

If you can't get Duo Push working, you can log in with a passcode generated by the Duo Mobile app.

You can also enroll a tablet, a landline telephone (i.e. your office phone), obtain a security key, or request a Hardware Token.

Duo self-enrollment and authentication are compatible with screen readers. Additionally, the Duo Mobile app is accessible to voiceover functionality on Apple and Android devices.

Yes. There are several ways to achieve the second factor of authentication without the guarantee of connectivity (bearing in mind that being able to reach the email service in the first place may be an issue depending on the location’s overall internet access), including:

(1) Offline codes generated with the Duo Mobile app that can be generated and used without any sort of mobile connectivity
(2) The use of a hardware token that can be carried with you
(3) The WTS Helpdesk can be contacted and a temporary code(s) can be generated for access

We recommend you visit our Travelling with MFA page ahead of any planned travel to be sure you have everything you need. 

If you have received a request to approve a login that you did not initiate and you do not recognize, deny this request and change your Western University password.

If you have approved the request, in addition to changing your password, please contact WTS Helpdesk as soon as possible so our security team can be made aware and take appropriate action.

1. Log into Western Identity Manager
2. You will need to verify by SMS or phone call to authenticate into the Duo settings
   
   Note: If you don't have a secondary device you will need to get a bypass code by contacting WTS Helpdesk
   
   
3. If you have the same phone number, you can click the I have a new phone button. If you have a different phone number, you will need to add a device
   
4. Select an option.
   
5. Click one of the options and follow the instructions
6. Once you have added the new device you may remove the old one
   
   NOTE: You must have at least one device listed. The old device cannot be removed until you add a new device if it is your only device listed. 

1. Log into Western Identity Manager.
2. You will need to authenticate into the Western Identity Manager Duo settings
3. Click add a device and follow the instructions to setup the device.
    

1. Log into Western Identity Manager.
2. You will need to authenticate into the Western Identity Manager Duo settings
   
3. Once you're authenticated, click on the device you want removed and delete it.
   NOTE: The option to remove a device only appears when you have more than one device set up. 
   
   For more information, pease go to these sites:
   Add new authentication device 
   Remove authentication device 

You can download the Duo Mobile app by searching "Duo Mobile" in your device's app store and select Duo Mobile . Only Apple iPhones/iPads, Android, and Windows Mobile devices have a supported app. Use the links below to view the Duo Mobile app in the app store.

• Apple App Store
• Google Play Store

If you use the text message option and do not have an "unlimited" message plan, then you will be charged for the text message.

Generate a passcode using the Duo Mobile app by tapping the show icon. The passcode will appear underneath. You can generate a Passcode even if the phone has no internet or cell service.

Tap show to view your Passcode.

If you have enrolled a second device (i.e. tablet or office phone), you'll be able to log in using that device. 

if you have only enrolled a single device please contact the WTS Helpdesk. We can provide a bypass code which will allow you to authenticate without using your enrolled device.