Follow the these steps if you are not able to authenticate from your device when signing in using Duo:

  1. If you are using Push on your smartphone:
    • Try using a phone call instead.
    • Reboot your phone (turn it off and back on again).
    • Check to see that you have internet connection on your phone. (Wi-fi or data). These are turned off if you use “airplane mode” or “do not disturb” mode. DO NOT activate these modes if you wish to authenticate using a push.
    • Use a passcode instead. This requires neither an internet connection nor a cell phone signal.
  2. If you are using the Phone Call option on your cell phone or smartphone:
    • Check to see that you are in an area with good cell phone signal.
    • Make sure that your phone can accept calls – DO NOT turn on “airplane mode” or “do not disturb” mode.
    • Try the push or passcode options if you have a smartphone.
    • Reboot your phone (turn it off and back on again).
  3. If you are using the phone call option on your desk phone or landline, check to see if the phone is working properly. Can you call out?  Can a co-worker call you? If your telephone isn’t working, unplug the network cable and then plug it back in.  This will restart your telephone.
  4. Did you hang up accidentally, type the passcode incorrectly, or decline the push notification? You can always try again.
  5. Do you have another device lying around nearby? Try using it instead. (This only works if you have already added the device on Duo) It’s a good idea to add all the devices that you use on an everyday basis so that you always have another option if one does not work.
  6. Did you try to login more than 10 times?  You will be locked out after 10 attempts and your account will not unlock for 1 hour.  Contact the Tech Desk if you think you are locked out.

For additional information or assistance, please contact the Tech Desk at 570.577.7777 or techdesk@bucknell.edu.

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