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Common Issues

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Common Issues FAQ

  • I have a new device or phone number and the Duo App stopped working. What do I do?

    If you have a new smartphone:

    • If you get a new phone, even if the Duo app is restored from a cloud backup, it will lose its association with your account. If the phone number of your new phone 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 new phone by logging into the UMass Lowell Duo Self-Service Portal (www.uml.edu/duo) and selecting the Add a New Device option. If your phone number is the same, set the authentication option to Phone Call and then select My Settings and Devices. The phone you chose should ring, and you will need to answer, and press “1” to authenticate. From here, you can select the phone number of your new phone (assuming it’s the same phone number) and select Reactivate Duo Mobile. This will prompt you to scan in a new QR barcode from the Duo app.
    • If you have a new phone number or if you have difficulties with this process, you should contact your UMass Lowell IT Service Desk. Users with a new phone number will receive a temporary passcode with which they can use at the Add a new device option to then go through the above process. The UMass Lowell IT Service Desk may be reached at 978-934-4357.

    If you have a new basic cell phone:

    • If your phone number has not changed, no action is needed.
    • Otherwise, contact the UMass Lowell IT Service Desk to receive a temporary passcode which you will use at the UMass Lowell Duo Self Service portal (www.uml.edu/duo). Log in and then select the Add a New Device option. From here, you can go through the process to add your new phone. The UMass Lowell Service Desk may be reached at 978-934-4357.

    If you have a new tablet:

    • If you get a new tablet, even if the Duo app is restored from a cloud backup, it will lose its association with your account. You can activate your new tablet by logging into the UMass Lowell Duo Self Service portal (www.uml.edu/duo) and then selecting the Add a New Deviceoption. If you have an alternative way to authenticate with Duo, you can use that to authenticate when choosing the Add a new device option.
    • Otherwise, you should contact the UMass Lowell IT Service Desk to receive a temporary passcode with which you can use at the Add a New Device option. Once you have authenticated, follow the on-screen instructions to add a new device. The UMass Lowell IT Service Desk may be reached at 978-934-4357.
  • What if I don’t have my phone?

    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.

  • What if I lose my phone?

    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.

  • Can I transfer my Duo Mobile app from one device to another?

    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.

  • 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.

  • 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. You will need to contact the UMass Lowell IT Service Desk for assistance with your account.

  • Sometimes my phone doesn’t receive a push notification like it should. What can I do?

    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.

  • Why am I not getting the option to remember my device for 30 days?

    There are several common reasons why you may not be able to select the option to remember your device.

    • If you have configured Duo to automatically send you a push, text, or call instead of asking you which one to use
    • If you are connecting via an iPad, iPhone, or Android device
    • You are not using a web browser to access the application, or your web browser does not have cookie support enabled. Make sure that cookies are enabled in Internet Explorer (if you're using Windows) or Safari (if you're using a Mac), or Chrome.
  • My smartphone never receives a push notification. What can I do?

    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.

  • I’m often in a location where I have poor cell coverage. How can I use the Duo Service?

    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.

  • I’m getting an error message that says, “There was an error completing this request. If this problem persists, please contact your administrator. What do I do?

    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.

  • Why does it say my device is registered to someone else?

    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.

  • I’m receiving Push Notifications/Phone Calls/Text Messages from Duo even though I haven’t logged into any applications. What should I do?

    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.