Duo Two-Factor Authentication (2FA) Frequently Asked Questions (FAQ's)

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How Do I Change Settings or Enroll a Backup Device, such as a tablet?

To change settings or enroll another device (such as a tablet), go to the Manage Two-Factor Authentication page. Log in with your NetID and password and authenticate with two-factor. Once you are in, you can Add, Modify, or Delete a Device and change your default preference.


I have a new phone. How do I reactivate Duo?

Once you have your new phone, go to 2fa.utk.edu/restore and follow the instructions in the Knowledge Base.


How much data does a 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 the Duo Mobile app collect data or give up control of my phone?

No. Duo Mobile has no access to change settings on your phone. Duo Mobile cannot read your emails, it cannot see your browser history, and it requires your permission to send you notifications. Lastly, Duo Mobile cannot remotely wipe your phone.

The only information Duo Mobile collects is for the purpose of verifying the security of your device. Collected data includes your OS version, device encryption status, and screen lock. Duo uses this information to help recommend security improvements to your device and you are always in control of whether or not you take action on these recommendations.


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

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


What if I don’t have a Wi-Fi connection or cellular reception?

No problem. Tap the icon in the Duo Mobile app to generate an authentication passcode. You do not need an internet connection or a cellular signal to generate these passcodes. If you are not taking your phone when you travel, contact the HelpDesk for a temporary code to take with you on your trip.


I am planning on traveling abroad, what should I do to prepare for my trip?

You are also encouraged to test your two-factor authentication prior to leaving the university. The Duo mobile app will generate an authentication passcode which does not require an internet connection or a cellular signal. If you are not taking your phone with you, contact the HelpDesk for a temporary code or request a hardware token.


What if my push alerts aren’t coming through?

Try these easy troubleshooting steps for iOS and Android.

Still not working? Reactivate Duo Mobile or Contact the HelpDesk.


I left my phone at home and can’t log in. What should I do?

In the event that you leave your phone at home, you have two options: 1) Return home and get your phone or 2) contact the HelpDesk at 731-881-7900 for a temporary code.**

**Note that option 2 is only available Monday - Thursday 7 a.m. to 9 p.m., Friday from 7 a.m. to 6 p.m., Saturday 12 p.m. to 5 p.m., and Sunday 12 p.m. to 9 p.m., and the HelpDesk will need to verify your identity before providing a code.


My bank uses text messages for two-factor. Why is that not an option?

Text messages and telephone calls are features within the system. However, they are an additional cost. Other universities using these features pay up to an additional $250,000/year. UT has elected to use the more secure Duo Mobile app instead of enabling text messaging and telephone calls.


Why doesn't the "remember me for 7 days" work on lab computers?

Many campus computer labs use software that clears all data from the user's profile and web browsing sessions upon reboot. This software will delete the cookie that stores the login session.


Can I borrow a hardware token?

No. All active faculty, staff, and students may obtain their initial token at no cost. Provided tokens are yours to keep and use as needed.


I lost my token and need a replacement. Where can I get one?

Replacement tokens are available for $10 at the Help Desk. You can request a hardware token by logging into Banner Self-Service and navigating to Personal > Two-Factor Authentication Token Request.


I have a HUAWEI phone running Android OS, but I can't find the Duo Mobile app in my app store.

The Duo Mobile app is not available for HUAWEI phones running Android OS. You will need to request a hardware token by logging into Banner Self-Service and navigating to Personal > Two-Factor Authentication Token Request.


My push notification is not working because I don't have cellular or wifi service. How can I log in?

Your Duo Mobile app will generate a temporary passcode. This option does not require WiFi or data, so this is a great option if you’re traveling or if you have limited or no cell/internet service. Open your Duo mobile app, tap the key icon, and it will reveal a passcode. Log into the application, choose the enter a passcode option, enter the code, and you’re in!


Can I connect Duo Mobile to my Apple Watch?

Yes. Duo has more information and tips on its website at https://guide.duo.com/apple-watch.

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Article ID: 131014
Mon 3/29/21 4:29 PM
Wed 8/9/23 7:34 AM