Duo FAQ

Overview

  1. When is Duo required?
  2. I have the Duo app installed on my phone, but I'm not getting the alerts.
  3. What do I need to do if I get a new phone or a new SIM card in my existing phone?
  4. What if I lose my phone or other device that is my 2nd factor, and I need to connect to the VPN?
  5. Can I use a Yubikey as my 2nd factor?
  6. What do I do if I don't have a phone or tablet capable of using the Duo App?
  7. Why do I occasionally need to verify ownership of a device in the Duo Prompt?
  8. What if I don't have a Wi-Fi connection or cellular reception to use the Duo App?
  9. Does installing the Duo Mobile app give up control of my phone?
  10. Why does the Duo Mobile app need to access my camera?
  11. How much data does a Duo Push use?
  12. Is any software required on my laptop to use Duo?

When is Duo required?

Duo is required for accessing BannerWeb or the University VPN. The conditions for both the VPN and BannerWeb are listed below.

VPN: Duo is required when accessing the VPN for all faculty, staff, and students. 

BannerWeb: Duo for BannerWeb is required for active faculty, staff, and students who wish to access BannerWeb from off-campus. NOTE: This is not required for students who have a status of 'enrolled'. You can view your status by logging in to https://webpass.richmond.edu and clicking on the button for Account Settings. If your user type shows 'enrolled', you will not be required to use Duo for BannerWeb. The user type for students switches from 'enrolled' to 'student' on the first day of classes and at that time, Duo for BannerWeb will be required from off-campus. 

I have the Duo app installed on my phone, but I'm not getting the alerts.

You may have the Duo app set to not allow notifications on your phone. Check the app settings to make sure that push notifications are allowed for Duo. 

If you are still having trouble, try these easy troubleshooting steps for iOSAndroid, or Windows Phone.

What do I need to do if I get a new phone or a new SIM card in my existing phone?

New Phone: If you get a new phone, you need to reactivate Duo following these steps: How to Reactivate a Smartphone or Tablet with Duo

New Sim Card: If you get a new sim card, but the phone you are using stays the same, your Duo app will still be connected. 

What if I lose my phone or other device that is my 2nd factor, and I need to connect to the VPN?

You will need to Submit a Ticket for the Help Desk to have a code generated for you. Once you have the code, you will sign in to the VPN by selecting Enter a Passcode when prompted to use Duo. 

Can I use a Yubikey as my 2nd factor?

Yubikeys are not currently supported for the VPN.

What do I do if I don't have a phone or tablet capable of using the Duo App?

Hardware tokens or bypass codes are the other methods that can be used for two-factor authentication. Hardware tokens can be purchased from the bookstore and then enrolled by following these steps: How to Enroll in Duo with a Hardware Token

A bypass code is a one-time code that can be generated for you by contacting the Help Desk during normal business hours. Once this code is generated, it can be used for 8 hours. 

Why do I occasionally need to verify ownership of a device in the Duo Prompt?

During enrollment, the verify ownership step will appear when a new user is enrolling a device that was previously enrolled by another user.

What if I don't have a Wi-Fi connection or cellular reception to use the Duo App?

No problem. Tap the University of Richmond option in the Duo Mobile app to generate an authentication passcode. You do not need an Internet connection or a cellular signal to generate these passcodes.

Does installing the Duo Mobile app give up control of my phone?

No. Duo Mobile has no access to change settings on your phone. Duo Mobile cannot read your emails, it cannot see your browser history, and it requires your permission to send you notifications. Lastly, Duo Mobile cannot remotely wipe your phone. The visibility Duo Mobile requires is to verify the security of your device, such as OS version, device encryption status, screen lock, etc. We use this to help recommend security improvements to your device and you always are in control of whether or not you take action on these recommendations.

Why does the Duo Mobile app need to access my camera?

Duo Mobile only accesses your camera when scanning a QR code during activation.

How much data does a Duo Push use?

Almost none. 500 pushes to your device will use 1 MB of data in total. This is roughly equivalent to loading one webpage on your smartphone.

Is any software required on my laptop to use Duo?

No.  The Duo app is installed on a mobile device such as a phone or tablet, not a laptop.

Details

Article ID: 88508
Created
Fri 10/4/19 2:18 PM
Modified
Tue 3/17/20 12:29 PM