![]() STEP 3: Complete Enrollment Using Your Computer and Your Mobile PhoneĪ) After completing the installation of the app on the mobile phone, on your computer, click “I Have Duo Mobile Installed.”ī) The activate Duo Mobile screen displays. NOTE: You will need your App Store or Play Store password to complete the installation. ![]() STEP 2: Install the Duo Mobile App on Your SmartphoneĪ) Go to the App Store or Play Store on your smartphone.Ĭ) Install the app on your smartphone. G) Enter the type of mobile phone you are enrolling (iOS, Android, etc.), and then click Continue. Note: These steps must be completed on a laptop or desktop computer.Ī) Open a web browser to the Duo Identity Management page.Ĭ) Log into Duo. If your new smartphone has the same phone number as your old smartphone, you may select the "Enter a Passcode," then "Text me new codes" option to use the new smartphone to log in.Į) Your browser will now show the Duo device management screen. Select Device Options next to the smartphone you wish to re-register in Duo. STEP 1: Begin Duo Enrollment from Your Computer NOTE: You will need your Apple App Store or Android Play Store password to complete Step 2. If that is the case, contact the IT Services Catalog at x5000 or, and they will remove your previous device. If you do not have one of your currently enrolled devices with you, you may have problems completing these instructions. If none of the above steps resolve your issue, and you receive an error message, please gather this message and send it to or along with what happened right before the message appeared, and we'll help troubleshoot.If you have one of your currently enrolled Duo devices with you, such as your old smartphone, or if your new smartphone has the same phone number as your previous smartphone, follow the Getting Started with MFA with Duo webpage or the instructions below. To receive pushes again, you will need to reactivate Duo Mobile. However, passcodes generated by Duo Mobile will likely continue to work. This will cause push notification actions and response to transactions in-app to no longer work. This likely happened because the keys we use to sign our requests to Duo Mobile have disappeared from your device. If you attempt to pull-to-refresh a pending authentication with no success, you may see an error message saying there was a problem and to talk to an admin. Note that power-saving features such as Battery Optimization and Background Data may interfere with the notification waking your device, even if the notification is delivered successfully. On Android, you can generally access these settings by going to Settings > Apps & notifications > App info/All apps > Duo Mobile > Data usage. To resolve this issue, ensure that access to background data is enabled for Duo Mobile. If you are using a data saver program, ensure that it is set to exempt Duo Mobile via the "Unrestricted data usage" toggle. Background data for Duo Mobile is turned on, but unrestricted data usage is off. You have the Android Data Saver feature enabled.Background data for Duo Mobile is turned off. ![]() If you encounter an error labeled "A WiFi or cellular network connection is required" when receiving a Duo Push notification, the issue may be caused by the following: Select Apps and scroll down to select Duo Mobile.Ĭheck your router's wireless network settings. Your wireless network must allow communication via the following ports to Google's servers:.Open Settings in Android OS (not in the Duo Mobile app).Clear the Duo Mobile application cache.Toggle wi-fi off and back on. This would help resolve an issue with the long-lived connection to the FCM.Update Google Play Services. Sometimes there are issues on the device, like out-of-date play services, that prevent the device from communicating with FCM and receiving push notifications properly.If you are able to pull-to-refresh successfully but the problem persists, try the following: This will often fix itself after you pull-to-refresh. The issue is related to Google's Firebase Cloud Messaging (FCM) push notification service and Duo Mobile registering for pushes correctly. Duo Push delivery issues are most often resolved by pulling down on the screen ( pull-to-refresh) to check for notifications in the Duo Mobile app, as seen below:
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