DUO Frequently Asked Questions

Refer to DUO's website for the latest information or legacy app documentation.

• Do I need to enable my screen lock on my mobile device to use Duo's Two-factor authentication?
  
  Yes, but this only applies to iOS (8 and up) and Android.
• I need to reactivate Duo Mobile
• I have stopped receiving push notifications on Duo Mobile
• What happens if I use the Duo app and don't have cell service?
  
  Open your Duo App on your mobile device. Tap the key icon to display a one-time use passcode that you can use to authenticate. See the various instruction pages for more information on how to use this passcode.
• Will the Duo app push work if I only have Wi-Fi access and no cellular service?
  
  If you're in an area where you have Wi-Fi only and no cellular service the push should work fine. There is always the fallback option of using a passcode, as well.
• I locked my Duo account, will it reset?
  
  Yes. If will reset in 15 minutes.
• I just got a new device (mobile phone, tablet, etc.) and I need to set up Duo on it. How can I do that?
  
  Contact the help desk at 631-344-5522 (Onsite: x5522) or itdhelp@bnl.gov. to help you enroll your new device.
• My device (mobile phone, tablet, etc.) was lost or broken. How can I use Duo 2FA until I get a new device to use?
  
  Contact the help desk at 631-344-5522 (Onsite: x5522) or itdhelp@bnl.gov. They can give you a temporary bypass code or offer other solutions based on your circumstances.
• What happens if my computer doesn't have internet access and I have Duo on the Desktop installed?
  
  Duo on the desktop will "fail open" if it can't reach the Duo service. You will be able to log into your computer with your username and password, and the Duo prompt will be bypassed.
• What if I use a PIV or PIV-I smartcard to log into my computer?
  
  PIV or PIV-I is “stronger identity proofing” than Duo and supersedes the need to use Duo 2FA. If you have a PIV or PIV-I card, continue to use those.
• Can ITD re-enable the "Call Me" option in Duo?
  
  While the "Call Me" option may appear on your screen grayed out, it is not possible for ITD to re-enable this legacy feature.
• Why am I seeing Duo 2FA authentication when I try to log into BNL websites, like the intranet or SBMS?
  
  ITD introduced this change to protect application logins with Duo 2FA starting on 12/20/2023.
  Here's a Monday Memo article on it
• I lost my phone
• My phone is not working and I cannot get the push notification. What can I do?
• My phone or hardware token was left at home. What can I do?
• My hardware token stopped working
• I am using Microsoft Internet Explorer and the Duo authentication prompt does not display correctly