You can also download the Multi-Factor Authentication FAQ (pdf).
You will need Adobe Acrobat Reader to view any pdf files. It can be download for free from the Adobe website.
If you wish to view a specific topic of FAQ please click on the links below or in the navigation listing:
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.
Refer to the authentication types in the table below for each device.
A smartphone is the best choice since it provides the greatest level of security and allows you to use the Duo Mobile App. The app generates passcodes for login and can receive push notifications for easy, one-tap authentication.
Any cell phone or even a landline will work, however, it will not include the advantages of the app (passcodes, prompts, etc.) and may result in regular cell phone charges in order to call back and authenticate (depending on your phone service).
If you don’t have a cell phone, Duo allows you to use your landline phone. You would receive an automated phone call that requires you to hit “5” to confirm your identity.
Although not required, we recommend you enroll an additional device (such as a smartphone and desk phone) in MFA to avoid difficulties authenticating if you lose or don’t have your only enrolled device with you.
The Duo Mobile app provides the most user-friendly experience; however, there is no requirement to use it. As you go through the enrollment process:
When you log in, you will have both the phone call and passcode options available to you.
In general, no - you will have the option to “trust” the computer you are logging in from for 30 days. (This option requires you use the same browser and not clear your browser cache). Keep in mind the option to “trust” the computer is application specific. For some applications, like HR Direct, you can trust the computer for 30 days. Other applications (like VPN) may not have that option available.
The Duo smart phone app provides options that work without a data plan, a texting plan or even a connection, if necessary. The app can generate the required code without need of either a telephone signal or data plan, and it can do so anywhere in the world.
If absolutely necessary, users can use a hardware token. Please contact Information Security (email@example.com) for more information.
Yes. To do so, log in with your UML Email and password to www.uml.edu/duo, and select My Settings and Devices. From this page you can configure Duo to automatically send you a push or a phone call.
Go to the www.uml.edu/duo and log in with your Email address and password. DON’T respond to the automatic push or phone call. Instead select My Settings and Devices. You will be asked to authenticate and you can pick any option you want. Just make sure you respond to this new authentication request rather than the first one.
No, enrollment for access to identified systems is mandatory. Consequently, for the increased protection of your own personal information, the information of our faculty, staff, students, and patients, as well as other UMass Lowell information systems, everyone with a UMass Lowell email address must enroll in Duo Security.
If you travel internationally, don’t worry – Duo authentication can work without cellular service or a Wi-Fi connection. You have several options that may be useful:
The only data that Duo stores for a user is the subscriber's primary username (UML email address) and information about your second factor, such as a phone number (if using a phone for the service) or the serial number of your hardware token (if not using a phone for the service).
There is no cost to download or use the Duo Mobile smartphone app. If not using the Smartphone App, text messages and voice calls are sent only when you request them, and they would be billed by your carrier in the same way that any other text message or call would.
It does not access your other apps or other data on your phone; it uses some base functionality of the phone and a certificate that identifies your phone to ensure accurate identification.
The Duo Mobile app will request access to the camera when activating the app (when using the QR barcode), but this is the only time that the camera will be activated by Duo Mobile. Under no circumstance does Duo Mobile activate devices such as microphone or GPS.
End user documentation is available from the Duo Guide to Two-Factor Authentication website: guide.duosecurity.com.