Duo Security FAQ

What is Duo Security?

Duo Security is a multi-factor authentication (MFA) service. 

All faculty, staff, students and retirees are required to use Duo Security. 

Duo adds a layer of security by requiring you to have physical access to your smartphone or code generator when you try to access your account with your password. Without access to your smartphone or code generator, an intruder is unable to access your account.

Your Bucknell password will not expire because you are using Duo to provide an extra level of security for your account.

Duo Security can be set up on multiple devices (such as tablets) and each user should have more than one device set up. Users can select to receive 1 single-use passcode be sent to their cell phone via text. You may choose to write down your passcodes for use when you are not near your phone. If you do please keep these codes in a secure location. 

Click on the title below to advance to that section:

1. Duo Security Instructions
2. Student Only: Duo SOS
3. Common Duo Mobile Issues and Fixes

Duo Security Instructions

• How do I set up the Duo Mobile App? Follow these instructions if you are setting up the Duo Mobile app or push notifications for the first time.
   
• How do I reactivate Duo Mobile when I get a new phone? Follow these instructions if you have a new phone with the same phone number as your old phone.
   
• Bypass Code FAQ Follow these instructions if you are being asked for a bypass code. 
   
• How do I add a new device to Duo multi-factor authentication? Follow these instructions if you want to add another device like a tablet.
   
• How do I authenticate if I don't have a cell phone or cannot use the Duo Mobile app? Contact the Tech Desk to discuss using a code generator if you do not have a cell phone or if your smartphone will not run the Duo Mobile application.
   

Bypass Code or Emergency One-Time Passcode

Students

If you are a student, you should set up and use the Duo Mobile app to authenticate using Push. Please follow the "How do I activate the Duo Mobile app (Students)?" Ask article.

If you need a one-time emergency bypass code because your device is broken, not working, or you don't have your phone, please use DuoSOS to generate a bypass code. Note: DuoSOS is for emergencies only and should not be used daily or for extended periods. Using DuoSOS daily or for extended periods could result in the loss of access to generate bypass codes.

Faculty/Staff

If your only option is a bypass code, this means you do not have a verified authentication method like the Duo Mobile app and the only way to authenticate is to get a bypass code. To get a bypass code during business hours, the best solution is to stop by the Tech Desk with ID​​​​. Otherwise, submit a Tech Ticket. 

Note: Information Security requires the Tech Desk Staff to verify identity before providing a bypass code. You may be asked to send a "security selfie" or provide a photo ID or government-issued ID. 

Common Duo Mobile Issues and Fixes

Duo is not sending notifications

1. Verify notifications are not turned off for Duo Mobile
2. Open the Duo Mobile App. You should see your notification pending. Click on Respond to accept or deny the push.
   
3. Turn wifi off and back on
4. Restart your phone
5. Reactivate Duo Mobile

I got a new phone and the Duo account did not transfer

1. Students - How do I activate Duo Mobile on my phone (Student)?
2. Faculty and Staff - How do I activate duo mobile app (Faculty & Staff)?
3. Alumni/Retiree - How do I reactivate Duo when I get a new phone?

Duo Mobile is displaying a white screen

1. Check Content Restrictions

Push Notification that I did not initiate

1. DENY the request: If you did not initiate the push notification DO NOT accept the login request. Select Deny. At that point, L&IT is notified and we can verify the login request. 
2. If you accepted a request that you did not initiate, you should change your password and contact the Tech Desk immediately.
    

Passcode in the Duo Mobile app is not being accepted

1. As of September 8, 2022, Duo Mobile app passcodes were disabled due to a security vulnerability exploiting this method. 
   • Alternate Options:
     • Set up the app for Duo Push - Verified option
     • Duo SOS (Students Only)
     • Duo Mobile Code Generator (visit Tech Desk with ID)
   • VPN 2nd Password Options:
     • Type push or push1 in the 2nd passcode field. 
     • Type a passcode from your code generator
        

Abroad and trying to reactivate Duo Mobile with a new number

To set up Duo with your new phone and/or new phone number, please follow the steps below:

1. If you do not have the Duo Mobile app on your mobile phone, download it now from your mobile app store. Open the app and allow access to the camera.
    
2. Go to https://duosos.bucknell.edu/ to get a one-time emergency passcode. You will need to save this for step 3 when you follow the instructions and it asks you to authenticate. You will enter this number in the passcode option.
   - If you do not have your BUID card, email the Tech Desk for the next steps
    
3. From a computer, please refer to the Ask Library & IT knowledge base article, "How do I add a new phone number to Duo multi-factor authentication?" https://bucknell.teamdynamix.com/TDClient/40/LIT/KB/ArticleDet?ID=42

Note: Duo Security does not work in any country or region subject to U.S. Office of Foreign Assets Control sanctions.

Additional Information

How do I activate Duo Mobile on my phone (Student)?

Duo Bypass Code FAQ

Troubleshooting Duo issues

How do I self enroll in Duo Security?

How do I setup Duo push if I have been using SMS text?

How do I reactivate Duo when I get a new phone?

How do I add a new phone number or secondary device to Duo?

What versions of iOS and Android does Duo support?

How do I use Duo Security with a Yubikey?

Activating the Duo Mobile app for Push Notifications (from SMS)