If you do not find the answer to your question here, please contact the IT Help Desk at one of the locations or numbers listed on the IT Help page. 

How do I register for Duo?

Step by Step Instructions to Register your Duo Account

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What if I already have Duo Mobile for another school?

You can have multiple accounts registered to the same Duo app without any problems. See instructions here for adding your AU account to your current app.


WHAT IF I DO NOT HAVE A MOBILE PHONE?

You can use a landline, tablet, or Yubikey. Duo also lets you link multiple devices to your account, so you can use your mobile phone, a landline or a tablet with the Duo app installed. In fact, we suggest that you enroll more than one device for redundancy in the event a device is lost.

 


Why is DUO Push the recommended authentication method?

Duo Push is an authentication request you’ll receive as a notification on your smartphone. Overall, it’s quicker, easier, more secure and could be cheaper than receiving text messages or phone calls.

It's quicker than a text or a phone call

  • Authenticating with a text message requires waiting to receive the text, reading a passcode, and then typing it in.
  • Phone calls require actually answering the phone, listening to the recording, and using the dial pad to approve the login.
  • Duo Push is as simple as approving a notification on your smartphone.

It's more secure

    • Duo Push uses cutting-edge end-to-end encryption that SMS and phone calls can’t.
    • The Duo Push screen displays detailed information about the application and source device that initiated the authentication request.

How much Data does duo push use?

Almost none. 500 pushes to your device will use 1 MB of data in total. This is roughly equivalent to loading one webpage on your smartphone.


Does installing duo mobile app give up control of my device?

No. Duo Mobile cannot ​read your emails or track your location, it cannot​ see your browser history, and it requires your permission​ to send you notifications. Lastly, Duo Mobile cannot​ remotely wipe your phone.


Why does the Duo Mobile app need access to my camera?

Duo Mobile only​ accesses your camera when scanning a QR code during activation.


Can I use a Yubikey?

Yubikeys will work with certain AU systems, but not all of them. Systems like JagMail and LMS that display the prompt for Duo after you log in will work when accessed from the Chrome browser. Systems like VPN that do not display a prompt after logging in will not work with Yubikeys.

How to register a Yubikey


What if I get a new mobile phone or wipe my existing phone?

If you get a new phone, you will need to re-active Duo Mobile. Log into the Augusta University Duo Portal and follow these steps:  Re-activate Duo Mobile


How does Duo work with my AU Email?

Accessing AU Email while on campus will not require Duo. When off campus, you will be required to authenticate with Duo.

Check the Duo email article here to learn more and see what access will look like.


What email programs are compatible with Duo?

Windows computers Outlook 2016 Compatible
Outlook 2013 Not compatible – update to Outlook 2016 or download the Office365 Outlook app.
If you are on an AU-owned computer, IT will be pushing an update that will fix your issue.
Outlook 2010 Not compatible – update to Outlook 2016 or download the Office365 Outlook app.
If you are on an AU-owned computer, IT will be pushing an update that will fix your issue.
Mac computers Outlook 2016 Compatible
Outlook 2011 Not compatible – update to Outlook 2016 or download the Office365 Outlook app.
Mac Mail Client Not compatible - use Outlook 2016 or download the Office365 outlook app.
Android mobile services Android 8 or higher Use the the free Outlook app from the Google Play Store.
Android 4.4 or higher but below Android 8 Use the free Outlook app from the Google Play Store.
Below Android 4.4 Use web mail at email.augusta.edu.
iOS mobile devices iOS 11 or higher Use the built-in mail app or the free Outlook app from the Apple App Store.
iOS 10.x Use the free Outlook app from the Apple App Store.
Below iOS 10 Use web mail at email.augusta.edu.

 

 


What if I lose my mobile phone or it is stolen?

Contact the Help Desk at 706-721-4000 or 706-721-7500 immediately if you lose your phone or suspect that it has been stolen. The device will be disabled for authentication and you will be assisted in enrolling another phone/device. While it is important that you contact the help Desk if you lose your phone, remember that your password will still protect your account.


What if I am unable to keep my device with me, but need access to a Duo enabled service?

If you open the Duo Mobile application on iOS or Android and click "Augusta University", the passcode shown does not expire until used or refreshed.


Will Duo work internationally?

Login requests from outside of the United States will be blocked without a Travel Exemption.  To request an International Travel Exemption, register your travel dates:

  1. Go to my.augusta.edu
  2. Under Apps & Tools, type Travel
  3. SelecInternational Travel Exemptions
  4. Log in with your NetID and password.
  5. Complete the form and submit.
  6. You should receive a confirmation email from augusta@service-now.com

What if I am not receiving Duo notifications on my mobile device?

If you have downloaded the Duo app on your mobile device and set your default communication method as ‘Automatically send this device a Duo Push’ you must make sure to enable notifications for the Duo app on your device.

- For iOS: Go to Settings and choose Notifications. Under Notifications, select the Duo App. Change the setting to Allow Notifications. You can test to see if it is working correctly by logging into duo.augusta.edu and selecting the Send Me a Push.

- For Android: Go to Settings and choose Apps & notifications. Choose See all apps. Find the Duo mobile app. Enable Show notifications. You can test to see if it is working correctly by logging into duo.augusta.edu and selecting the Send Me a Push.


Does Duo work with Texts?

Yes. To receive a passcode to your phone in a text message, you should choose the "Enter a Passcode" option when authenticating, and a blue bar across the bottom should give you the option to text you codes. If you choose to receive text codes, you will be sent one message with 10 different codes. The codes are a one time use each. This way, the next time you go to login, you can enter one of the codes that you were given via text. Once you have used all 10 codes, you can start the process over again by clicking the blue button to send new text codes.


How many chances will I get to authenticate?

You will have five chances to authenticate a request. After the fifth chance, your two-factor authentication will be deactivated and you will not be able to access the system you are attempting to log into.


What should I do if I get an authentication message and I am not trying to log in?

Deny the request and report the incident to the Help Desk immediately by calling 706-721-4000 or 706-721-7500.


I am getting a message that I am locked out. What do I do?

Your account will lock when there are too many failed attempts to authenticate. The lockout should clear automatically in 15 minutes, so you can either wait, or contact the Help Desk at 706-721-4000 or 706-721-7500 for assistance with your account.


Can I opt out of Duo?

No. Two-factor authentication adds a second layer of security to our online accounts. In an effort to keep your personal account information secure, we are requiring two-factor authentication on selected services.


I frequently travel, and sometimes, my mobile devices have to be in Airplane Mode or I may not have cell service. How does this affect two-factor authentication?

If you travel internationally or while your mobile device is on Airplane Mode and need access to resources protected by Duo, you may wish to setup your two-step verification method to Duo Mobile Passcode. Using Duo Mobile Passcode (available for smartphone or tablet), you can generate authentication codes even if you don't have an internet, wi-fi, or cellular connection. Learn how to use Duo passcodes. Please note that if you are traveling internationally (or have an international phone number) and are using text messages as your method of two-step verification, you may be subject to your carrier's roaming charges for SMS messages. Use of SMS is not recommended for international travelers.


How do I enroll more than one device in Duo?

It is important to enroll more than one device (such as a smartphone and desk phone) in Duo to avoid difficulties authenticating if you lose or do not have your only enrolled device with you. To add multiple devices:

  • Log into duo.augusta.edu and authenticate with your current device.
  • On the "Manage Devices" tab, under your current device there should be a plus symbol that says "Add Another Device". Click this link and follow the steps to add an additional device.

Once you have another device enrolled, you should now see a drop down under menu that says "Default Device". If you have your settings to automatically send you a push or call, the device you select here will be the one it will go to. If you use devices interchangeably, it is best to set your "When I log in" preference to "Ask me to choose an authentication method". Then when you log in to a system that requires Duo, you will see a dropdown to choose which device to authenticate with, so you will be able to choose the appropriate device, and then click push, passcode, or call, depending on your preferred method of authentication.


Will Duo ask for my password?

Duo will never ask for your user ID and password. If you receive such a request, do not respond.


What if I only have one device registered and it's not available to access my account?

We recommend that you have two devices registered with Duo in case one device is unavailable. In the event that you cannot access your account due to your device(s) being unavailable, please contact the Help Desk at 706-721-4000 or 706-721-7500 for a temporary bypass code to allow access to your accounts. 


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