Duo - Troubleshooting

This page covers many of the common issues that people have with Duo.  If you have a question that isn't covered - please contact the Service Desk (845-257-HELP or servicedesk@newpaltz.edu).

 

What do I do if I forget my device at home and cannot log in?

I got a new phone and Duo isn't working anymore - what do I do?

I have an iPhone and after entering my username/password - I just get a blank screen.  What's wrong?

I use the Duo token and it isn't working

Why am I getting an Access Denied message?

What do I do for a Too Many Redirects error?

 


What do I do if I forget my device at home and cannot log in?

If you don't have access to your device for the day (you forgot it at home for example) we can provide you a temporary code which you can use to login.  To provide this we need you to either:

  • Visit the Service Desk (Humanities 103).
  • Call the Service Desk (845-257-HELP) - ideally from your office or department phone.

I got a new phone and Duo isn't working anymore - what do I do?

The activation for Duo is tied to a specific device - not just a phone number.  We can help you reactivate your device.  You'll need to either:

  • Visit the Service Desk (Humanities 103).
  • Call the Service Desk (845-257-HELP) - ideally from your office or department phone.

If you still have your old device though - see "Add a Backup Device".

I have an iPhone and after entering my username/password - I just get a blank screen.  What's wrong?

Check your settings as per the article on Duo's site at the link below, and make sure content filtering is not enabled:

https://help.duo.com/s/article/3710?language=en_US

I use the Duo token and it isn't working

The Duo token generates codes based in part on the number of codes issued by the device.  Duo keeps track of which codes have been used, and which are the next several which are coming up.  If the button gets pushed too many times before actually using the tokens, the numbers may be out of sync.  It's easy to fix though.

If you enter three successive numbers in the Duo system - the fourth number will work.  To be specific - what you do is:

  1. Push the button on the Duo token and get the number
  2. Enter it into a Duo login screen (in the "Enter a passcode" window).
  3. Wait for the screen to go dark and push the button again, repeating steps 1 & 2.
  4. Do this three times in total (until you've entered three numbers).  

Your fourth code will work.  If it doesn't - or if this keeps happening - please call the Service Desk.  We'll replace your token.

Note: If your token doesn't show numbers at all anymore when you push the button - please contact the Service Desk.

Why am I getting an Access Denied message?

Certain services are only available to Duo users.  If you do not have Duo setup yet - you won't be able to access them.  This is not fully in place yet as we are gradually increasing the number of services that require Duo.  Those include the VPN, Office 365, as well as the Virtual Desktop environment (as of June 15th) and the online payment system (CashNet) as of July 1st.  Blackboard will require Duo at an as yet unset date in the Fall 2020 semester.

To sign up for the Duo service, go to: www.newpaltz.edu/duo-signup

NOTE: Once you do this - there is a slight delay (an hour or two at most) before you added to the Duo system.  Once you are in the Duo system and go to a Duo protected service (my.newpaltz.edu, Blackboard, etc.) you'll be prompted to setup the Duo app on your phone, or setup the physical security keys (if you don't have a compatible smartphone).

I'm getting a 'too many redirects' message

We've seen this happen when a browser plugin - possibly from an Anti Virus application like Avast - or a privacy focused plugin like Privacy Badger are enabled.  We recommend either disabling those plugins - or at least disabling them when you are logging into college services.

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Details

Article ID: 108902
Created
Fri 5/29/20 4:16 PM
Modified
Wed 9/30/20 10:42 AM