Why do I need to use two-factor authentication?

Two-factor authentication provides extra protection for the sensitive information our systems contain in case you are a victim of phishing or hacking. If someone steals your credentials and tries to access your account, your user name and password will not be sufficient to log in. The thief will also need to have access to your device to complete the log in process. If someone else tries to log in to your account, you will be notified on your device and you can deny them access instantaneously.

What do I do if I get a notification from Duo that I did not request?

If you get a notification from Duo that you did not request, that means someone else is trying to log in to the system using your account. Use the “Deny” option, and access to your account will be denied. University IT Security will be notified automatically when you select “deny”.

Why do I need to enroll twice?

HRMS and UR Financials use your NetID credential, and the Medical Center’s Remote Access systems use your URMC Active Directory (AD) credential. The separate credentials require separate enrollments. However, if you have already enrolled in Duo for HRMS, you would not need to enroll again to enable Duo for UR Financials.

Is there something besides a phone or mobile device I can use as my second factor authentication with duo?

If you do not have a phone or mobile device to use with Duo, you can use a D100 hardware token instead on any NetID-authenticated system (e.g., HRMS, VPN, Workday). The token will generate a passcode that you input as your second factor authentication. Tokens are available for purchase from the UR Tech Store‘s location in Rush Rhees Library. Once you have purchased a token, follow the tutorial to login using the token.

Can I set up more than one device?

Yes, you can use a mobile phone, landline phone, or tablet as your second device.

Can international phone numbers be used in Duo?

Yes, all international phone numbers are supported in Duo. The numbering format must be E164.

Country code + National Destination Code + Phone Number

For example, in Switzerland:+41 33 123456789

How do I authenticate with my smart phone app if I don't have cell signal, data, or Wi-Fi connection?

Generate a passcode in the Duo Mobile app by tapping the key icon next to “University IT NetID”. The passcode will appear underneath. Then log in to the system using the passcode.

If I use the text message or phone call option, will I be charged by my phone company?

If you use the text message option and do not have an “unlimited” message plan, then you will be charged for the text message. There are two mandatory texts to set up Duo on your phone. After that, you only get texts if you choose that as an option.

If you use the phone call option and get charged for minutes on your device, then you will be charged for each call from Duo. The calls should be very brief.

Can I use the app on my smart phone without affecting my data plan?

To use the app with no impact on your data plan, you must first connect to a wireless network. Then open the Duo Mobile app and tap the key icon next to “University IT NetID”. A passcode will appear underneath. Then log in to the system using the passcode.

I replaced the phone I enrolled in Duo. What should I do now?

If your phone number is the same:

  • If you use the phone call or text message option to authenticate with Duo, no action is required. You will authenticate with Duo exactly as you did on your old phone.
  • If you use the push option through the Duo Mobile app installed on your phone, follow this tutorial to reactivate Duo Mobile on your new phone.

If your phone number changed:

  • If you have an alternate/backup device enrolled in Duo:
    1. Log in to the Duo Enrollment website with your NetID and password.
    2. From the Device drop-down menu, select your alternate/backup device, then click “Manage Devices” to authenticate using Duo
    3. Use the Actions drop-down menu to delete your old phone, then click “Enroll another device” to enroll your new phone. (See the Device Management Guide for detailed tutorials.)
  • If you do not have an alternate/back-up device enrolled in Duo, call the IT Help Desk at (585) 275-2000.

What should I do since I lost my device that I use to authenticate with Duo?

Contact the IT Help Desk at 275-2000 immediately if you lose your phone or suspect it has been stolen. They will disable your phone from being able to authenticate with Duo and help you log in using another device.

My account is locked out. What should I do?

The most common reasons why your account is locked are you have entered an incorrect password for your NetID or the second factor has failed at least 10 times.

Contact the IT Help Desk at 275-2000 or UnivIThelp@rochester.edu. If you email, be sure to include a screenshot of the error message.

Why have I stopped receiving push notifications on Duo Mobile?

You may have trouble receiving push requests if there are network issues between your phone and Duo. Many phones have trouble determining whether to use the WiFi or cellular data when checking for push requests. Simply turning the phone to airplane mode and back to normal operating mode again often resolves these sort of issues, if there is a reliable Internet connection available. Similarly, the issue may be resolved by turning off the WiFi connection on your device and using the cellular data connection.

If these two methods do not resolve the issue, contact the IT Help Desk at 275-2000 or UnivIThelp@rochester.edu.

My iOS mobile device is running iOS 4.3 (or lower) and I am unable to install the Duo Mobile application from the App Store. What do I do?

The minimum supported operating system for Duo Mobile version 3.1.0 and above is iOS 6.0. If you are installing Duo Mobile for the first time on a device running pre-iOS 6.0, you need to download Duo Mobile from the App Store using the iTunes application on a Mac or Windows computer. You must be signed in with the same iTunes account you use with your iOS device.

When the download is complete, open the App Store on your iOS device, and install Duo Mobile. You will be prompted with an alert informing you that you will receive the latest compatible version of Duo Mobile (v. 3.0.2).