Common Issues with Duo Mobile
Quick Overview
- Use this guide for the most common Duo Mobile issues (new phone, push issues, lost phone, hardware token problems)
- If you are switching devices, Duo Restore may help you recover accounts (iOS-to-iOS or Android-to-Android)
- For urgent account access issues, contact the IT Help Desk
This article covers common troubleshooting steps for Duo Mobile at Stephen F. Austin State University. If your issue is not listed here, or you cannot complete Duo authentication, contact the IT Help Desk.
New Phone or Need to Reactivate Duo Mobile
If you replaced your phone (or reinstalled Duo Mobile), you may need to reconnect your Duo-protected account. The best option depends on whether you are restoring from a backup or adding a device through the Duo Prompt.
Recommended:
If you have a new device on the same platform (iOS-to-iOS or Android-to-Android), use Duo Restore first.
If you can still sign in and complete Duo authentication using an existing method, you may be able to add your new device using the Duo Prompt:
Important:
If you do not have access to any existing Duo authentication methods (phone, Duo Mobile, token, etc.), contact the IT Help Desk for assistance.
Not Receiving Duo Verified Push Notifications
If you are not receiving Duo push notifications, try these steps in order:
- Check your internet connection: confirm Wi-Fi or cellular data is working.
- Toggle Airplane Mode: turn it on for 10 seconds, then turn it off.
- Switch networks: try disabling Wi-Fi and using cellular data (or vice versa).
- Confirm date/time settings: set your device to automatic date & time.
- Open Duo Mobile: pending requests may appear when the app is opened.
Tip:
If you recently changed devices, you may need to reconnect your Duo account using Duo Restore or device management.
If you continue to have issues receiving notifications, review platform troubleshooting:
Security Reminder:
Only approve Duo requests that you personally initiate. If you receive an unexpected request, deny it and follow the guidance in What to Do If You Receive an Unexpected Duo Prompt.
Lost or Stolen Phone
Act quickly:
If your phone is lost or stolen, contact the IT Help Desk as soon as possible so we can help secure your account and restore access.
If you still have access to another Duo authentication method (such as a hardware token or a second phone), you may be able to sign in and remove the missing device through device management:
If you cannot authenticate at all, the IT Help Desk will help you verify your identity and regain access.
Hardware Token Not Working
If your Duo hardware token is not working (or codes are being rejected), contact the IT Help Desk. In some cases, hardware tokens can become out of sync if the button is pressed repeatedly without using the codes for login.
What we may ask you to do:
- Generate a few consecutive codes from the token
- Confirm whether the token was recently pressed multiple times (e.g., in a pocket or bag)
Need Help?
Contact the IT Help Desk at (936) 468-4357 (HELP).