Duo FAQs

If none of the below answers resolve your problem, please contact the IT Service Desk for further assistance. (Phone: 814-865-4357 or Email: itservicedesk@psu.edu)

 

I had to reset my phone or I got a new phone and the Duo App doesn't have the Penn State account anymore. What can I do?

If the phone number for your new device is the same please do the following:

  1. Login to https://2fa.psu.edu
  2. Choose the "Text Passcodes" option or the "Phone Call" option
  3. If using the Passcodes option, click on "Send" then use one of the Passcodes received to Authenticate
  4. If using the "Phone Call" option, click on "Authenticate" and follow the voice prompts to successfully authenticate
  5. Once you have authenticated, Click on the "Re-activate Duo Mobile" link
  6. Follow the instructions on screen to complete the re-activation process

If the new device has a new number and you have an alternative device enrolled in 2FA please do the following:

  1. Login to https://2fa.psu.edu
  2. Authenticate using your alternate device
  3. After authenticating successfully, click on "Remove" next to your old device to delete the device
  4. Click on "Add New Device" to enroll your new device
  5. Follow the instructions on screen to complete the activation process for a new device

If the new device is a new number and you do not have any other alternative device enrolled, please call the IT Service Desk for further assistance.

Further instructions with screen-shots on how to enroll your device can be found at the "Enrolling your device(s) (Self-Service Portal)" Knowledge Base section.

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My tablet got reset and the Duo App doesn't have the Penn State account anymore. What can I do?

If you have an alternate device enrolled in 2FA, please do the following:

 

  1. Login to https://2fa.psu.edu
  2. Authenticate using your alternate device
  3. After authenticating successfully, click on "Remove" next to your old device to delete the device
  4. Click on "Add New Device" to enroll your new device
  5. Follow the instructions on screen to complete the activation process for a new device

If you do not have any other alternative device enrolled, please call the IT Service Desk for further assistance.

Further instructions with screen-shots on how to enroll your device can be found at the "Enrolling your device(s) (Self-Service Portal)" Knowledge Base section.

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Why do I automatically get denied access? I was never given an option to Approve login or to enter a passcode.

This may be occurring because you have been locked out of Duo. This usually occurs when 10 attempts to authenticate either time out, or fail in a row. You will need to call the IT Service Desk so that they may unlock your Duo account.

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My device got stolen and I don't have any other way of authenticating to remove the device. What should I do?

Please call the IT Service Desk immediately to remove the device. Once the device has been removed, you will then have to login to https://2fa.psu.edu and go through the activation process with a new device.

Please note that removing all devices on your account will not un-enroll you from two-factor authentication. You will still be prompted for your second factor even if you have not yet activated a new device.

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My cell phone is not a smartphone or there is no option to download the Duo app. Can I still enroll my device?

Yes, you will still select the "Mobile Phone" option when choosing the type of device. For OS, you will select "Generic Non-Smartphone". You will be able to authenticate using the Phone call or passcodes option. To view screenshots and step-by-step instructions, please see the "Add a Mobile Phone" Knowledge Base Article.

You will be able to authenticate by going to https://2fa.psu.edu and using the “Phone Call”, “Passcode”, or “Text Passcodes”.

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What should I do if I have an international number but do not want to receive any international phone charges?

If you have a registered smartphone or tablet, you may turn off or restrict cellular data and use only “Wi-Fi” connectivity to generate a Duo Push (push notification). You may also use your smartphone or tablet without any "Wi-Fi" or data connectivity by simply clicking on the key icon in the app to generate a passcode offline next to the account "Penn State".

If you do not have a smartphone and do not have a tablet, you may want to consider purchasing a Duo Hardware Token available online at the Software at Penn State store. Once  you have received the token, you may follow the instructions on how to Add a Token.

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Why can't I enroll my token?

Please make sure that the token you are trying to enroll is a Gemalto Duo Token. Serial numbers must start with DSEC. Vasco tokens used for eLion, or any other token will not work. If you are still unable to enroll your token successfully after verifying it is the correct Duo token, please contact the IT Service Desk and have your serial number ready to provide so we may further assist you.

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I don't know my 9-digit Penn State ID number. How can I enroll in 2FA?

Please refer below depending on your affiliation type on how you may retrieve your 9-digit Penn State ID number if you do not have a Penn State ID Card:

 

  • Students: You may log into eLion and under the Advising Menu, click on "Academic Summary". This will display your 9-digit Penn State ID number to you.
  • Faculty/Staff: You will need to work with your HR Representative to retrieve your 9-digit Penn State ID number.
  • Sponsored/Slim: You will need to work with your account supervisor to be provided with your 9-digit Penn State ID number.

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I am a faculty or adviser, and need access to eLion. Do I need to use both the DUO and VASCO tokens?

The DUO Token should supercede VASCO for second factor. Once you have supplied the DUO token, the VASCO token should not be required.

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