DUO Mobile and 2FA

Duo is a security solution that adds an extra layer of verification when you log in to accounts or access systems.  It's commonly referred to as two-factor authentication (2FA) and requires something additional beyond your password, like a code from your phone, to confirm your identity. This helps ensure that even if your password is compromised, your accounts remain secure.

  • I cannot log in even though I’ve clicked Approve in the Duo Application
    • The approval period on your phone may have timed out before you clicked the “Approve” button. This will result in Windows going back to the login screen prompt for user and password. You will be prompted to approve the login via Duo again. 
    • Try to keep your phone nearby and accessible during the login process. You have approximately 30 seconds to click Approve. 
  • What if I don’t have my phone with me when I am trying to login
    • Contact the Help Desk. The Technology Department will issue you a code that will allow you to login.
  • What do I do if my phone is lost or stolen
    • Contact the Help Desk immediately to report that your phone was lost or stolen. The Technology Department will take the necessary steps to unenroll the Duo app on that phone. The Technology Department will assist in providing you temporary access until you recover your phone or get a new one.
  • My device displays Invalid timestamp at login
    • This message is saying that the time on your device is being detected as out of specification to allow proper authentication. There are many reasons this can happen, when a piece of hardware is replaced, Windows Updates, Daylight savings time, etc.. 
    • Contact the Help Desk and we can temporarily bypass your Duo prompt to allow you to log in and check/adjust the system time. This is normally done at the system level but sometimes requires a gentle nudge by the user.
  • I prefer to type the code from the Duo application
    • By default, we have enabled automatic push notification from Duo on your computer to Duo Mobile on your registered device. This is the fastest and most effective way to complete the verification. In the unlikely event that the automated push notification is not working, you may click the cancel button to choose a different method of authentication. 
  • When I click Approve I get a warning message and the approval fails in the Duo application on my phone
    • Please disconnect your phone from WiFi and attempt to send another push while your phone is on cellular data. Sometimes public WiFi can interfere with the secure channel that the application uses. You can also contact the Help Desk to receive a code.
  • The Duo app says my phone is out of date and recommends that I update it
    • This is the Duo app helping keep your device secure and up-to-date. It is in your best interest to update your phone as soon as you can. Remember to follow best practices from your phone’s manufacturer to backup your data prior to updating. 
  • I do not have internet access where I am at, how do I log into my device?
    • You should have been prompted after successful logins to enroll your device for offline logins. This provides a second authentication token within the Duo application to generate a OTP for offline logins. If you have not enrolled in offline logins you will require an internet connection before the Duo application will allow you to log in to your device.
  • How do I contact the Help Desk?
    • 616-530-9196 ext 78721
    • help.desk@kentwoodps.org

Links

Download Duo Mobile for iOS External Link
Download Duo Mobile for Android External Link