Duo two-factor authentication Frequently Asked Questions and

Duo two-factor authentication

Frequently Asked Questions and Support

What is it and how does it affect me?

What is two-factor authentication?

Two-factor Authentication (2FA) adds an extra layer of security to your username and password process. It combines something you

know (your username and password) with something you have (mobile phone, tablet, text message, landline phone) to verify your

identity. This extra step adds significant security protection to your account and Uconn Health digital assets.

How does two-factor authentication affect me?

Chances are you are already using two-factor authentication to log into your financial institution or social media. This second layer of

protection combines something you know (your username and password) with something you have (mobile phone, tablet, text

message, landline), preventing anyone but you from logging into a system.

UConn Health uses Duo security to provide this service. You will now need to log in by:

1. Entering your username and password, and

2. Confirming your identity with the Duo app on your smartphone, tablet, or text message to your phone, or a call to a landline

phone. *IMPORTANT NOTE: Once a push notification is sent you have 60 seconds to approve the request.

In summary, how does it work?

When you login to one of the following Duo protected services, you will be required to use Duo two-factor authentication:

• Web-based email https://portal.office.com

• Pulse Secure VPN

• Citrix

You will enroll a device of your choice below that Duo will associate with your account. During login you will receive a Duo prompt

and you will use that device to provide the additional two-factor part of authentication. Once you’re enrolled, you can self-manage

your device with Duo using the Duo Device Management Portal.

Smartphone/Tablet Choose this method during enrollment to install the Duo Mobile App on your phone and during the

This is the easiest and preferred method.

Standard Mobile Phone Older style phones or those with older IOS or Android versions if capable of receiving an SMS text

message will receive a ‘Passcode’ you request during the Duo option prompt. You will then enter the

‘Passcode’ received on your phone into the Duo ‘Passcode’ prompt to authenticate.

Landline Lastly you can enter a ‘Landline’ phone number and receive a call back during authentication. You must

be near that phone during authentication.

To get your device enrolled, follow the instructions on this site under the section titled “Enrolling and Activating Two Factor

Authentication”.

What data does Duo Mobile collect from my smartphone?

Duo Mobile cannot see your user data like your contacts, it cannot read your text messages, it cannot access your photos (but it can

use your camera to scan a QR code if you explicitly allow that permission), it cannot access your files, it cannot erase your device, it

cannot see information about other applications on your device. Duo Mobile cannot track your location. In general, the only

personal data that Duo Mobile knows about you are the service accounts that you explicitly add to Duo Mobile. However, we do not

track any personal data about these accounts–only the name of the service.

How do I enroll?

How do I setup two-factor authentication?

In order to use two-factor authentication, you must first download the Duo app on your device (e.g. smartphone, iPad) this is the

preferred and primary method. The app will work anywhere in the world even without internet or cellular and you can access a

‘passcode’ from the app to authenticate with.

You can also enroll a standard mobile phone that has the capability to receive a text message. Note your cellular provider may

charge for a text message. Additionally, you can enroll a landline phone to receive a call back. Follow the instructions on this site

under the section titled “Enrolling and Activating Two Factor Authentication” and choose “landline”.

What is a passcode and how is it used?

A passcode is a six-digit code that you generate in the Duo app on your smartphone by pushing the down arrow of the right side of

your screen. You enter the passcode after entering your username and password. You can generate a passcode on your smartphone,

even if you do not have cellular or wireless (Wi-Fi) service anywhere in the world. The passcode will appear in the Duo app on your

smartphone, NOT in a text!

How do I remove an old device?

• If you have an old device that you are no longer using, you should remove it using My Settings and Devices in the Duo Device

Management Portal.

• You’ll need to have another device enrolled in Duo to authenticate to the Duo Device Management Portal in order to remove the

old device.

• If you no longer have the old device or lost it, follow the section in this document for “I lost my phone or suspect that it’s been

stolen!”

• You manage your two-factor device on this site under the section titled “Manage Your Device”. Once authenticated you can click

on Device Options and click on the Trash Can icon next to the old device you wish to remove.

My smartphone’s operating system is older and I’m receiving a message “the Duo app is not compatible with

my phone”.

If you have an older smartphone operating system that is not up-to-date, the Duo mobile app may not be compatible with the older

version. In that case you would to select “other (and Cell phones)” during mobile phone enrollment. During authentication you will

receive a TEXT/SMS/PASSCODE sent to your mobile phone provided your phone is capable of receive text messages. Note there may

be additional charges by your cellular carrier for receiving text messages.

I lost my phone or suspect that it’s been stolen!

Contact the UConn Health Service Desk immediately if you lose your phone or suspect that it's been stolen! If you had previously

enrolled a second authentication device you can Duo Device Management Portal to delete the device. If you are unable to delete the

device, contact the UConn Health Service Ddesk to delete the device.

Troubleshooting Push Notifications on Android Devices:

https://help.duo.com/s/article/2050?language=en_US

Troubleshooting Push Notifications on iOS Devices:

https://help.duo.com/s/article/2051?language=en_US

Additional help with Common Issues:

https://guide.duo.com/common-issues#lost-phone

Where do I go to get help?

Important information about using Duo, enrolling and managing your device and additional information is available on this site.

If you need help with an issue that isn’t listed here, contact the UConn Health Service Desk

Phone: 860-679-4400

Email: servicedesk@uchc.edu