DUO Central - Employees

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DUO Enrollment Guide

 

Duo Security: Getting Started video thumbnail
Duo Security: Getting Started video

 

 

Step One: Start setup

*It is recommended to have both your computer and smartphone or tablet available during the enrollment process.*

On your computer, click the enrollment link you received by email. This will take you to the Duo account setup prompt. Click the Next button to get started.

 

 
  Welcome window to Duo

 

 

Step 2: Authentication Option

Continue clicking the Next button until you arrive at the following screen. Select your preferred method for logging in with Duo. The Duo Mobile option is highly recommended, as it is the easiest and one of the most secure methods for authenticating with Duo.

 

 
  Duo select an option

 

Step 3: Enter phone number

If you select Duo mobile, which is recommended, enter your phone number and click the Add phone number button.

 

 
  Enter a phone number

 

 

Step 4: Confirm ownership

Confirm your phone number is correct and click the Yes, it’s correct button.

 

 
  Confirm Ownership

 

 

 

Step 5: Install Duo mobile app on your device

Visit the App Store or Google Play on your mobile device. Search for and download the Duo Mobile app. Then click the

Next button.

 

       
  Download Duo   Download Duo alternate view

 

 

Step 5: Activate Duo Mobile App

Once you’ve installed the app on your smartphone, open the app and activate it by following the on screen prompts. Click Use a QR code (or if you already use the Duo App click the ‘+’ symbol in the upper right). Hold your phone up to your computer screen to scan the QR code. If you are not at a computer, you can click the link to have an activation code emailed to you.

 

       
  Scan this code   Scan this code
 

 

 

Step 6: Success!

You’ll receive a success message.

 

 
  Continue

 

 

Click Continue and then Skip for now (unless you currently own a supported security key like the Yubikey 5 Series and would like to enroll it).

 

 
  Add another way

 

 

 

You’re ready to use Duo!

You can add multiple devices to your Duo account. In fact, we recommend adding two devices, so that in the event a user gets a new phone or does not have their device with them, they will still be able to use Duo. You can register smart phones, cell phones, tablets and landline phones. Learn more about this on our frequently asked questions page.

 

 
  Setup complete

 

 

 

 

 

 

 

 

 

 

 

DUO How to add a new Device

 

Step 1: Login and Access Settings

Angelina College IT Department recommends the Duo Push notification as the preferred Duo authentication method; however, other options are available. Sign in to the DUO Self Service Portal using your computer username and password. Then click the link for Other Options.

 

 
  Duo Push

 

After clicking Other options, you will see a Manage devices choice at the bottom of the list. Click this option to enter the device management portal.

 

 
  Other options

 

 

Step 2: Confirm Identity

To access the device management portal, you'll first need to verify your identity. Click on an available option to verify your identity. If you’re visiting device management to delete or update a device you don’t have anymore (such as a phone you lost or replaced), be sure to pick a verification option that you still have with you. If you don’t have any devices you can use to authenticate to device management, contact the AC IT Help Desk.

 

 
  Verification for Device Management

 

After approving a Duo authentication request, you can see all your registered devices in the device management portal.

 

 
  Device

 

 

 

Step 3: Add another device

To add a new method of verifying your identity in Duo, click Add a device and select one of the verification options.

 

Select an option

Duo takes you through the steps of adding the new device, just like first-time enrollment. The difference between adding a new device from device management and during first-time enrollment is that when you have finished enrolling the new device you return to the device management page to view all your registered devices, including the new one, instead of continuing to log into an application.

 

 
  Device options

 

 

When you are finished managing your devices you may close the browser or browser tab.

 

 

 

 

 

 

 

 

 

 

Frequently Asked Questions (FAQ)

What is two-factor authentication?

  • Two-factor authentication, also referred to as multi-factor authentication, provides an additional layer of security when logging in to a website. Two-factor is becoming the standard in cyber security. Google, Apple, and other services all have their own two-factor authentication methods. In short, passwords are no longer sufficient in protecting our sensitive data, we’ve got to add another layer of security to our accounts.

Who can use DUO?

  • Duo is available for current faculty and staff (part-time and full-time). Duo is not available for students at this time.

What services use Duo MFA?

  • Google Workspace (Gmail, Google Drive, Google Apps, etc)
  • MyAC Portal
  • KnowBe4
  • Additional apps will be added in the future

Can I “Opt Out” of using Duo MFA?

  • Once you are signed up for MFA, there is no option to opt out. MFA will be required to access some applications, so users of these applications will be required to use MFA.

Do I have to use Duo every time I log in?

  • You should be prepared to use Duo whenever you log in to an MFA enabled application (gmail, google drive, myAC portal, KnowBe4, etc). However, depending on the application and the security risk of your login activity, Duo may not always prompt you.

What types of second-factor authentication options are supported?

  • Duo Push - If you have the Duo Mobile App installed on your smartphone or tablet, you can receive a push notification. From the app, you can approve or deny the login attempt.
  • Passcodes - You can receive a passcode by the AC logo in the Duo Mobile App, this does not require any wireless connectivity.
  • Phone Call – You can receive a phone call on your mobile phone or landline phone. The call will give instructions on approving or denying the login attempt.

How do I access authentication options other than Duo push?

  • When authenticating with Duo, click Other options. You will then see other options such as passcode, text message or phone call. Visit our other options tutorial for screenshots.

Do I have to set Duo up on a computer, or can I do it from my phone?

  • You can setup Duo from your smartphone. Rather than scanning the QR code, you can simply have Duo email you an activation link to finish setting up your account. More information, and screenshots are available in Step 5 of our Duo Enrollment Guide.

What are passcodes?

    • If you opt-out of the Duo Mobile App push notifications, there are a variety of passcode options to utilize as your second verification method.
      • Passcodes via Duo Mobile App – If you have the Duo Mobile app installed, you can receive a single passcode by tapping the Angelina College logo in the mobile app. This code must be used immediately.
      • Passcodes via Text message (SMS) – users can receive a passcode via text message. Click the Text message passcode option after logging into the Duo prompt. The passcode is valid for 10 minutes and can only be used one time.
      • Temporary Passcode – If you do not have your device with you and do not have a backup authentication device registered (another phone/tablet, landline phone, hardware key), you can obtain a temporary passcode. The passcode can only be used once, and will expire after 60 minutes. Please contact AC IT Help Desk for assistance.

Can I use Duo without using wifi or cellular data?

    • Yes. The passcode option on the Duo app does not require wifi or cellular connectivity, it even works on airplane mode. To use this option, visit the Duo app on your smartphone, and tap the Angelina College icon to obtain a passcode. Enter the passcode into the Duo prompt when logging into a Duo protected application.

What if I get a notification that someone is trying to access my account, but I didn’t request it?

    • Select the red X to deny access to your account, then promptly contact the AC IT Help Desk at 936-633-5208.

What if I am traveling abroad?

    • You have several choices when traveling abroad. Be sure to test them out before your travels so you can determine which solution is best for you.
      • If you do have a smartphone/tablet, the Duo Mobile App can provide a six-digit passcode even if your phone or tablet doesn’t have cellular, network or wifi service. Launch the Duo Mobile App, and press Angelina College logo to obtain a passcode.
      • If you do not have your two-factor authentication device with you, please contact AC IT Help Desk at 936-633-5208 to obtain a temporary passcode. These expire after a set period of time, so be sure to use this passcode to register a multi-factor device you can use abroad.
      • If you only have a basic cell phone, register your phone to receive SMS text notifications.

Is the Duo smartphone app available for iOS (iPhone/iPad) and Android devices?

What if I get a new smartphone or device?

    • If your phone number has not changed, log into DUO Self Service Portal. When you log into Duo, click “Other Options” then “Manage Devices” and choose the “Phone Call” option. On the devices page, find your device and click “I have a new phone”. Follow the instructions to activate Duo Mobile on your new device.
    • If you have a new phone number, you will first need to obtain a temporary passcode (see the ‘What are Passcodes?’ section above) from the AC IT Help Desk at 936-633-5208. Then follow our step-by-step guide to add a new device. Under step 2 choose “I have a bypass code” and enter the temporary passcode you received from the IT Help Desk. Continue following the guide to add a new device.

How do I remove a device from Duo?

    • Follow the step-by-step guide to add a new device and access the device management portal. Note: You will need to have at least 2 devices enrolled in Duo before you can delete a device. Once you have added another device (new phone, tablet, landline, etc), click “Edit” on the device you want to delete, and select “Delete” from the drop down menu.

Can I have Duo on more than one device?

    • Yes, we strongly encourage you to add a secondary device to your Duo MFA enrollment as a backup. Follow these steps to add another device.

What can the Duo app access on my smartphone?

    • The Duo smartphone application serves only to provide two-factor authentication. It does not access any personal information on your device, nor does it track your location. Learn more about Duo’s commitment to privacy on their website.

How much data does the Duo Mobile App Use?

    • Data is only used with the Duo Mobile App push authentication. And almost no data is used. 500 pushes to your device will use 1 MB of data in total. This is roughly equivalent to loading one webpage on your smartphone.
    • No data is used when connected to Wi-fi or when using Duo Mobile App code, hardware tokens, or backup codes.

How can I test my Duo MFA device is working?

    • You can test your MFA account by logging in to the Duo Self Service Portal. You will see a menu to select one of your devices to receive a Duo MFA prompt. Select a device and then check the device for a Duo prompt. If you approve the MFA prompt on the device and the website continues to login, you are all set! If you have trouble advancing, please contact the IT Help Desk for support.

Troubleshooting

I don’t have my Duo device (phone, etc) with me. How do I login?

  • Contact AC IT Helpdesk at 936-633-5208, and after confirming your identity, they can provide you with a one-time passcode that you can use until you have access to your device again.
  • It is also recommended that you enroll multiple devices, such as a smart phone and a tablet or landline phone to reduce the chances that you cannot access a device in order to use MFA. Please follow our step-by-step guide to add another device.

Why am I not seeing Duo Mobile pushes on my mobile device?

  • Ensure that you are sending the push to your device by pressing "Send Me a Push" when you are trying to authenticate.
  • Ensure that your device is connected to the internet via wifi or mobile data.
  • The display of messages is device-dependent and differs between Android and Apple (iOS) devices. If Duo has sent a Push request to your mobile device but the message is not visible, swiping down on your home screen should display the request.
  • Otherwise, you can open the Duo Mobile app and any pending authentication requests will display.
  • If you have difficulty receiving push notifications to your mobile device please see:

I have stopped receiving push notifications on Duo Mobile

  • Duo Mobile requires that your authentication device has a data connection to the Internet via Wi-Fi or your service provider’s cellular data network to receive push notifications. To ensure that you have a connection, you can try the following:
    • Restart your device.
    • Ensure that the time and date on your device are correct.
    • Enable airplane mode and then disable airplane mode to force the device to reconnect to a network.
    • If you are connected to a weak wifi network, you can try disabling wifi to utilize your cellular data connection.
    • To confirm a network connection, try visiting a website that you've never been to before (so it isn't cached on your device).
    • Should none of these actions help, see the Duo Knowledge Base for additional iOS and Android troubleshooting steps.

 

I lost my phone, or it was stolen

  • Because of the potential for the exposure of personal data and saved passwords, losing your smart phone is a serious problem that extends beyond Duo. It is recommended that your first priority be to work with your carrier to wipe or disable your lost device as soon as possible.
  • In regard to Duo, if you lose the device you registered with Duo as your two-factor authentication device, you need to contact the AC IT Help Desk at 936-633-5208.
  • The administrator will remove the device(s) you have registered with Duo and send an enrollment email to set up a new device.
  • If you have some devices registered with Duo that you want to save, the administrator can delete only the lost device. He/she can also add a new device for you; however, this can only be done for landlines – e.g., your office phone – and the administrator will necessarily need to establish your identity beyond a reasonable doubt before proceeding.

My hardware token stopped working or it was lost/stolen

  • If your hardware token stopped working or has been lost or stolen, please contact the AC IT Help Desk at 936-633-5208.
  • It is the responsibility of the hardware token user to report any lost or stolen hardware tokens as soon as possible to ensure they are removed from your account.

I have Duo Prompt display issues on iOS or Mac OS device

When logging in, after entering your username and password, the Duo prompt does not display as expected. Symptoms include:

    • A grey box with no options instead of the Duo Prompt.
    • The message "Session Expired".
    • The following error appears: "You cannot browse this page at "duo.com" because it is restricted."

To resolve these issues:

    • Make sure that JavaScript is enabled in Safari on your macOS or iOS device.
    • Disable content restrictions on the device

For instructions see the following Duo article; How do I resolve Duo Prompt display issues related to iOS or macOS content restrictions?.

Why is my account locked?

If you enter an incorrect code too many times, your account can become locked. If this happens, you will see the following error:

"Your account has been locked out due to excessive authentication failures. Please contact your administrator."

This error may result from any code being entered incorrectly multiple times, or attempting to

use an invalid code (previously used, or expired). This could be a backup code, a bypass code, a code from a hardware token, or a code from Duo Mobile.

If you do not have a valid code or device for authentication, please contact AC IT HelpDesk at 936-633-5208 to gain access to your account.

If you have a valid means to gain access to your account such as via Duo Mobile Push, you can try to use this. Your account will remain locked for a period of time after which it will become unlocked and you will be able to authenticate.

If your account is/was locked and you did not initiate the MFA authentication requests (you did not submit the incorrect codes), please contact AC IT HelpDesk at 936-633-5208 as this indicates your password is known to an unauthorized third party.

I see “Access is not allowed because you are not enrolled.” What should I do?

If you have attempted to sign on to a system (Gmail, Google Drive, etc) which requires authentication by Multi-Factor Authentication (MFA) and you have not yet enrolled in Duo MFA, you will see the following error:

"Access is not Allowed because you are not enrolled in Duo." To enroll in Duo MFA, follow the enrollment guide.

Once you are enrolled, you will be able to access applications which require MFA.