Read below for some commonly asked questions about Duo two-factor authentication.
Q. My account is locked out. What should I do?
A: If you exceed 10 failed login attempts, your account will be locked down. Please contact the T&I Support Center at its.davidson.edu or 704-894-2900 for assistance.
Q: What devices are supported by Duo?
A: You can read our documentation on the devices supported by Duo. Further questions can be directed to the T&I Support Center at its.davidson.edu or 704-894-2900.
Q: How can I authenticate in Duo Mobile if I don’t have access to cell signal, data, or a WIFI connection?
A: In your Duo Mobile app, you can generate passcodes, which don’t require access to cell signal, data, or WIFI. For more information, see How to Authenticate using a Duo passcode.
Q: Why do I need Duo two-factor authentication?
A: Recently, security professionals stated that one factor is not enough to protect important information. In order to improve protection of sensitive data elements, they suggest that you use two-factor authentication(2FA), which requires:
- something you know (a password), and
- something you have (usually a mobile device)
Therefore, if you handle the college’s confidential data, Davidson requires that you use Duo 2FA. Even if you do not handle confidential data, we suggest that employees opt-in for Duo to improve personal security.
Q: I lost or broke my primary authentication device. What should I do?
A: Please take action ASAP if you’ve lost your phone, so that no unauthorized person(s) can access your account. See our detailed instructions here.
Q: How do I add a new device?
A: Under settings, there is an option to "add a new device.” You can set up this device the same way you initially set up your primary authentication device. For more detailed instructions, please read our article: Add a new device in Duo.
Q: I purchased a new phone. How do I set up my new device?
A: If you still have access to your old device or a backup authentication device, you may set up your new phone by following these instructions. If you do not have access to your old device or backup device, you can contact the T&I Support Center at its.davidson.edu or 704-894-2900 for assistance
Q: I’m having trouble authenticating in Duo. What should I do?
A: Please see our Duo Troubleshooting article for solutions to some common authentication problems. If you still have questions or concerns, please contact the T&I Support Center at its.davidson.edu or 704-894-2900.