Common Issues

If you get a new phone you'll need to re-activate Duo Mobile.

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 are not able to log into the Identity Manager, please contact the WTS Helpdesk for assistance with logging in using another method, and then adding your new device.

Full message: "Two-factor authentication enhances the security of your account by using a secondary device to verify your identity. This prevents anyone but you from accessing your account, even if they know your password. This process will help you set up your account with this added layer of protection."

This messages indicates that you are trying to sign into an MFA-protected service, but have not enrolled any devices for MFA usage.

To enroll a device and resolve this message, click the Start setup button displayed, or follow Steps 1 & 2 on our Setup MFA page.

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

Full error message: "We're sorry, access is not allowed because you are not enrolled. Please contact your organization's IT help desk for assistance."

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.

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.

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.

If you have enrolled a second authentication device, you can log into the Identity Manager to delete your lost or stolen phone.

Alternatively, if you have have backed up your device:

• iOS users must ensure that iCloud Keychain is enabled on the iOS devices where they use Duo Mobile.
• Android users should toggle on the Backup accounts with Google Drive option in Duo Mobile and follow the in-app prompts to connect to Google Drive to store their app backup.  Android users must have their old device available to scan a QR code generated on that device to transfer the information to the new device. 

When users with account backups open Duo Mobile on their new device, they can tap Get My Account Back to begin the Instant Restore process. Refer to https://duo.com/docs/administration-settings#instant-restore for additional details.

If you are not able to log into the Identity Manager, please contact the WTS Helpdesk for assistance with logging in using another method, and then deleting the missing phone.

If you suspect that your phone has been stolen, we recommend reporting the device to the Campus Police. They may be reached at 519 661-3300, or police@uwo.ca.

Hardware tokens can become desynchronized with Duo if a number of passcodes are generated without being used.  We can resynchronize your token to restore functionality. Please contact the WTS Helpdesk with 3 sequential codes the hardware token has generated.