Duo - Issues and FAQs


This is the public information article for FAQs and common issues relating to Duo, which is BYU's MFA provider. If you are having issues with Duo, find your issue in this KB, and reach out to the TSC at (801) 422-4000 or it@byu.edu if you have any questions.

Table of Contents

First-Time Enrollment

Follow BYU's enrollment guide here. 

Adding a New Device

  1. Go to any BYU site and select Sign in.  
  2. The BYU sign-in page should show up. Enter your Net ID and password. 
  3. The Duo sign-in page should show up. Do not immediately sign in to Duo. If you have selected Remember me for 30 days, you will need to open a browser you don't normally use (or an incognito browser) and repeat the steps above. 
  4. Follow the Duo guide instructions when managing a device to add a device.

Remove a Device

  1. Go to any BYU site and select Sign in.  
  2. The BYU sign-in page should show up. Enter your Net ID and password. 
  3. The Duo sign-in page should show up. Do not immediately sign in to Duo. If you have selected Remember me for 30 days, you will need to open a browser you don't normally use (or an incognito browser) and repeat the steps above. 
  4. Follow the Duo guide instructions when managing a device to remove a device. 
 

ID Center Info

The IDC is located in 1057 WSC. They can help with any Duo issues requiring a verified identity. More info can be found at idcenter.byu.edu

FAQs

I've lost my phone and need to get in to Duo

The TSC can issue bypass codes for one-time access to your BYU account. Call at (801) 422-4000.

Why did my Duo stop working?

Duo can stop working for any number of reasons, but here are some of the most common: 

  • Switching physical phones. 
  • Switching phone numbers. 
  • Setting up biometric verification will only allow you to get through Duo on the device which has biometrics.
  • On IOS devices, the Time Zone must be set to Automatic. 
  • If you didn’t scan the QR code during the set-up process, your app won’t be fully activated, even if your number is correct. 
  • Sometimes the error occurs in the back end, and we have to change a few things on your account to make it work. 

What ways can I sign in with Duo?

Duo will prompt you to sign in with the most secure option you have currently configured on your device, here is a list of the options in order from most to least secure: 

  1. Touch ID 
  2. Security Key 
  3. Duo Push 
  4. YubiKey Passcode 
  5. Duo Mobile Passcode 
  6. Hardware Token Passcode
  7. Text Message Passcode 

BYU recommends setting up push notifications, as that is the most secure option that will permanently work, and allow users to sign in on any and all devices.  

Can I turn off the “Remember Me” feature to keep my account more secure?

Yes, if you would like to be prompted for Duo at every login rather than be remembered for a month, call (801) 422-4000, give them your NetID, and ask for "Forgetful" to be added to your device.  

Can I opt out of Duo for my account?

All active students, alumni, employees, and retirees are required to have Duo on their account. If you believe you do not fall into those categories, call (801) 422-4000, and ask to be removed from Duo. 

How can I set up and use Duo with AWS?

Duo has the best guide on AWS. You can follow it here.