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Information Technology Services

Duo FAQs

Enrollment

What can I use for authentication?

The easiest way to authenticate is by using the Duo app on a smartphone. You can also use; tablet or iPad, landline, or Hardware Token.

Can I enroll with my smartphone?

No, you will need to use a laptop or desktop to enroll. You can use your smartphone as your authentication device.

How do I stay authenticated longer?

You can bypass Duo two-factor authentication for 10 days when you enable the Remember me for 10 days option. If you check this box when authenticating, you won't need to perform Duo two-factor authentication again for 10 days. This feature is browser and computer-specific. If you change browsers or computers, you will need to authenticate again. To learn more, view the Enabling the "Remember me for 10 days" feature Knowledge Base article.

How do I set up a second authentication device?

You can easily add a second device right from the Duo prompt. It prevents you from being locked out of your applications if your primary device is unavailable (lost, stolen, not available, dead battery, malfunctioning, etc.). Go to the Knowledge Base article, Adding a second device in Duo, for step-by-step instructions.

Duo Mobile App

I lost my phone. How do I authenticate?

If you've lost or forgotten your phone, contact the IT Help Desk for a Duo Bypass Code.

Does installing the Duo Mobile app give up control of my phone?

No. Duo Mobile has no more access or visibility into your phone than any other app. Duo Mobile cannot read your emails or track your location, it cannot see your browser history, and it requires your permission to send you notifications. Lastly, Duo Mobile cannot remotely wipe your phone.

Why does the Duo Mobile app need to access my camera?

Duo Mobile-only accesses your camera when scanning a QR code during activation.

How much data does a Duo Push use?

Almost none. Five hundred pushes to your device will use 1 MB of data in total. This amount is roughly equivalent to loading one webpage on your smartphone.

What should I do when I get a new phone?

Since Duo Mobile is tied to a specific device's hardware security module (HSM), you will need to reinstall and reactivate Duo Mobile on the new phone.

What if I don’t have a wireless connection or cellular reception?

No problem. Tap the key (iOS) or pin (Android) icon in the Duo Mobile app to generate an authentication passcode. You do not need an internet connection or a cellular signal to generate these passcodes.

What if I'm not receiving push alerts?

Try these easy troubleshooting steps for iOS, Android, Windows Phone, or BlackBerry. Still not working? You will need to Reactivate Duo Mobile.

Hardware Tokens

Where can I buy a Hardware Token?

Tokens can be purchased for $13 at the ID Center in the K-State Student Union (Manhattan), Polytechnic ID Center (Salina), and IT Support (Olathe). Tokens can become "out of sync" if they are pressed too many times in a row and the generated passcodes are not used for login. For step-by-step instructions on token use, view the Using a Duo hardware token for authentication Knowledge Base article.

Tokens can also be fragile and can break or become "out of sync" when carried in a pocket, purse, or on a key chain. Contact the IT Help Desk 785-532-7722 if your token stops working.

My Hardware Token stopped working. Can it be fixed?

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. Contact the IT Help Desk to resynchronize your token.

Bypass Codes

I lost my phone. How do I authenticate?

If you've lost or forgotten your phone, contact the IT Help Desk for a Duo Bypass Code 785-532-7722.

What is the difference between a Passcode and a Bypass Code?

A Passcode can be generated by you using the Duo Mobile app on your smartphone or tablet. The app can create passcodes you can use to login when you do not have a cellular or WiFi connection. For step-by-step instructions, go to the Using a Duo Mobile Passcode Knowledge Base Article.

A Duo Bypass Code can be provided by the IT Help Desk when your primary device is unavailable (lost, stolen, not available, dead battery, malfunctioning, etc.). To get a Duo Bypass Code, call the IT Help Desk at 785-532-7722.

International Travel

Can I use Duo when I travel internationally?

Duo offers multiple options to meet your needs when traveling. Before your trip, plan which Duo options you will use and enroll in them if needed. Duo travel options include the Duo Mobile app, Hardware Tokens, and Bypass codes.

It is highly recommended that you have two ways to authenticate when traveling just in case your primary device is unavailable (lost, stolen, not available, dead battery, malfunctioning, etc.). Go to the Knowledge Base article, Adding a second device in Duo, for step-by-step instructions.

Can I use the Duo Mobile app when I travel?

Yes, the Duo Mobile app is the easiest way to authenticate while traveling. It is highly recommended that you have two ways to authenticate when traveling just in case your primary device is unavailable (lost, stolen, not available, dead battery, malfunctioning, etc.). Duo travel options include the Duo Mobile app, Hardware Tokens, and Bypass codes. Go to the Knowledge Base article, Adding a second device in Duo, for step-by-step instructions.

How do I use the Duo Mobile app when I don't have a wireless connection or cellular reception?

Use the Duo Mobile app to generate passcodes on a smartphone or tablet. The app can create passcodes you can use to login when you do not have a cellular or WiFi connection. Passcodes work even if your device is in Airplane mode. For step-by-step instructions, go to the Using a Duo Mobile Passcode Knowledge Base Article.

It is highly recommended that you have two ways to authenticate when traveling just in case your primary device is unavailable (lost, stolen, not available, dead battery, malfunctioning, etc.). Duo travel options include the Duo Mobile app, Hardware Tokens, and Bypass codes. Go to the Knowledge Base article, Adding a second device in Duo, for step-by-step instructions.

Can I use a Hardware Token when I travel?

Yes, Hardware Tokens can be used to authenticate when you are traveling. Tokens can be purchased for $13 at the ID Center in the K-State Student Union (Manhattan), Polytechnic ID Center (Salina), and IT Support (Olathe). If you would like to borrow a token from the IT Help Desk during your trip, complete this form (coming soon).

It is highly recommended that you have two ways to authenticate when traveling just in case your primary device is unavailable (lost, stolen, not available, dead battery, malfunctioning, etc.). Duo travel options include the Duo Mobile app, Hardware Tokens, and Bypass codes. Go to the Knowledge Base article, Adding a second device in Duo, for step-by-step instructions.

My Hardware Token stopped working. Can it be fixed while I'm traveling?

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. Contact the IT Help Desk at 785-532-7722 to resynchronize your token.

It is highly recommended that you have two ways to authenticate when traveling just in case your primary device is unavailable (lost, stolen, not available, dead battery, malfunctioning, etc.). Duo travel options include the Duo Mobile app, Hardware Tokens, and Bypass codes. Go to the Knowledge Base article, Adding a second device in Duo, for step-by-step instructions.

Can I use a Bypass code when I travel?

The IT Help Desk can provide a Duo Bypass Code for your entire length of travel. To obtain a Bypass Code for travel, complete this form (coming soon).

It is highly recommended that you have two ways to authenticate when traveling just in case your primary device is unavailable (lost, stolen, not available, dead battery, malfunctioning, etc.). Duo travel options include the Duo Mobile app, Hardware Tokens, and Bypass codes. Go to the Knowledge Base article, Adding a second device in Duo, for step-by-step instructions.