Common Issues

I need to reactivate Duo Mobile

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

To do so:

  1. Log into MyMFA 
  2. Authenticate using your secondary device
  3. Click Device Options beside your enrolled mobile device
  4. Click Reactivate Duo Mobile
  5. Log out and try to push a request again

You may enroll your new device yourself using MyMFA

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

I receive a "Protect Your Western University Account" message

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.

I receive an "Access is not allowed because you are not enrolled" error

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.

I have stopped receiving push notifications on Duo Mobile

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 MyMFA 
  2. Authenticate using your secondary device
  3. Click Device Options beside your enrolled mobile device
  4. Click Reactivate Duo Mobile
  5. Log out and try to push a request again

 

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

I lost my phone

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

If you are not able to log into MyMFA, 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.

My hardware token stopped working

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.

I am using Microsoft Internet Explorer and the Duo Prompt does not display correctly

For the best results we do not recommend using Internet Explorer's Compatibility View with Duo authentication. You may be able to turn off Compatibility View yourself.

From the Address bar:

If the Compatibility View button displays in the Address bar to the right of the page address, you can click the button to exit Compatibility mode.

From the Internet Explorer Tools Menu:

In the Internet Explorer browser window press the Alt key to display the menu bar. Navigate to Tools  Compatibility View settings and make one or more of the following changes:

  1. Remove the website where you use Duo authentication from the "Websites you've added to Compatibility View"
  2. Uncheck the "Display all websites in Compatibility View" option if present and enabled.
  3. Uncheck the "Display intranet sites in Compatibility View" option.
  4. Click the Close button to save your change.

 

Please contact the WTS Helpdesk if the Duo Prompt continues to display incorrectly.


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