If you have a new smartphone:
If you have a new basic cell phone:
If you have a new tablet:
You can contact the UMass Lowell IT Service Desk at 978-934-4357. They will verify your identity and provide a temporary passcode. You may be able to use an alternative phone number, if you have set that up.
Please contact the UMass Lowell IT Service Desk at 978-934-4357, to have them immediately lock your Duo account. They will provide you with a temporary passcode to authenticate.
While the app transfers from device to device, the configuration of each device is specific and will need to be re-activated on new devices.
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.
Your account will lock when there are too many failed attempts to authenticate. You will need to contact the UMass Lowell IT Service Desk for assistance with your account.
Push notifications can get delayed when a user moves between or has weak cell/Wi-Fi signals. A quick fix is to open the Duo App, and pull down with your finger causing a manual refresh. This will prompt for any authentication requests that have not been responded too. Of course you can always select a different method of authentication (e.g., phone call, passcode) and that should also work.
Also, be sure that you have allowed the Duo app to send you push notifications. This must be enabled for you to receive a push notification without manually checking the app.
There are several common reasons why you may not be able to select the option to remember your device.
Ensure that you have allowed the Duo app to send you push notifications. This must be enabled for you to receive a push notification without manually checking the app.
Android Users: Go to settings > apps > Duo Mobile > Notifications , and make sure Duo is configured to allow notifications. (These instructions may vary if you are using a version of Android older than 6.0)
iPhone Users: Go to settings > notifications > Duo Mobile, and make sure "Allow Notifications" is set to on.
In cases where cell coverage is not available, use the Duo Mobile App to generate a passcode by selecting the key icon next to the “University of Massachusetts – Lowell” service in the list. Use the passcode as your second factor.
This error sometimes occurs after upgrading your phone. In any event, you should contact the IT Service Desk at 978-934-4357 and ask them to re-issue your Duo Mobile activation code, referencing this problem.
Duo MFA devices cannot be registered to more than one person. If you are trying to add a device (such as a home phone) that is shared with someone else, and that device has already been registered to another person, you will receive an error message.
If you are receiving requests from Duo to approve a login that you did not initiate immediately prior to getting the notification from Duo, it's very likely that someone has your password and is attempting to login with your credentials. If this happens you should deny the request(s) and change your password immediately by calling the University IT Service desk at 978-934-4357 or visit the University self-service password reset page – mypassword.uml.edu.
If you reset your smartphone, even if the Duo app is restored from a cloud backup, it will lose its association with your account. If the phone number is the same, you can still authenticate using the phone call or SMS text option, but the push option will not work until re-activated.
You can re-activate your Duo app by logging into the UMass Lowell Duo Self-Service Portal (use the SMS or call option to verify your identity) and selecting “Device Options” next to your phone entry. Click on ‘Reactivate Duo Mobile’ and follow the prompts.
If you have difficulties with this process, you should contact the UMass Lowell IT Service Desk at 978-934-4357.