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Duo Multi Factor Authentication Self-Help

Common Issues with Duo Mobile & Troubleshooting Solutions

For any issues not listed here, contact the IT Help Center

  • I have a new phone and need to reactivate Duo Mobile. 

  • I have stopped receiving push notifications on Duo Mobile. 

  • I lost my phone. 

  • My hardware token stopped working. 

  • I am running iOS 10 and I am not able to install the current version of Duo Mobile from the App Store on my device. 

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

Other Issues 

You can check out Duo’s knowledge base for further assistance or contact the IT Help Center.

I have a new phone and need to reactivate Duo Mobile

If you get a new phone, you will need to enroll your new device and reactivate Duo Mobile. 

You can do this by using the Duo self-enrollment portal and following these steps: 

  1. Open up a new tab in the desired web browser. 

  1. Navigate to the CSUN portal. 

  1. Enter your CSUN credentials. 

  1. On the left side, select Add a new device.

  1. Choose an authentication method and complete the two-factor authentication to begin adding your new device. 

    NOTE: If you have the same phone number, you can still authenticate on your new device with a phone call or SMS passcode.  
  1. Under What type of device are you adding? select Mobile phone.

  1. Enter and confirm the phone’s number. 

  1. Select the phone’s operating system. 

  1. Install Duo Mobile on the new phone and scan the barcode to activate. 

  1. Your new phone is now added and listed with your other enrolled devices. 

I have stopped receiving push notifications on Duo Mobile

You may not be receiving push notifications from Duo if there are network connectivity issues.  

Your phone may have trouble determining whether to use Wi-Fi or cellular data when checking for push notifications. 

To solve these issues:  

  • Try putting your phone on airplane mode and turning it off again. 

  • Turn off the Wi-Fi connection and use the cellular data connection. 

I lost my phone

If you had previously enrolled a separate authentication device with Duo, you can use My Settings & Devices to delete your lost or stolen phone.  

  1. Log into the CSUN portal.

  1. On the left side, select My Settings & Devices.

  1. Authenticate using two-factor authentication.

    NOTE: You can authenticate using the secondary authentication device if the primary device has been lost or stolen.  
  1. Select the phone you want to delete, and then select Device Options.

  1. Select the button with a trash can image to delete the device.  

  1. Confirm that you want to delete that device. 

  1. The device is removed from your profile.  

If you cannot log into Duo at all, contact the IT Help Center. 

My hardware token stopped working

If your token stops working or if you can't log in with the passcodes it generates, contact the IT Help Center 

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. You will be asked to generate three passcodes in a row and attempt to resynchronize the token.

I am running iOS 10 and I am not able to install the current version of Duo Mobile from the App Store on my device

The minimum supported operating system version for Duo Mobile 3.29.0 and above is iOS 11. 

iOS 10 users may download the last Duo Mobile version compatible with that iOS version (3.28.1) via Apple's TestFlight program. 

  1. You'll need to install the Apple TestFlight application on your device. 

  1. Once you have TestFlight installed, tap this link and then tap Install to install Duo Mobile 3.28.1 on your iOS 10 device. 

Contact the IT Help Center if further assistance is required.

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

For 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 select 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: 

  • Remove the website where you use Duo authentication from the websites you've added to Compatibility View.

  • Uncheck the Display all websites in Compatibility View option if present and enabled. 

  • Uncheck the Display intranet sites in Compatibility View option. 

Select the Close button to save the change.