Duo Two Factor Authentication Troubleshooting

Summary

Common Duo issues/troubleshooting steps.

Body

Question

What are some common issues/troubleshooting steps for Duo Two Factor Authentication?

Answer

Expand the panels in this article for some common Duo issue troubleshooting steps.

Duo Authentication Screen Does Not Display on macOS or iOS

There are several macOS/iOS/Safari-related issues that may cause the Duo Authentication Screen to not show. If, when attempting to authenticate to a BGSU Duo-protected service using an Apple device, one of the following scenarios occurs, follow the steps below to prompt the Duo Authentication Screen to display.

Grey/white screen.
Screen does not load.
"You cannot browse this page at duo.com because it is restricted" error.

If authenticating via Safari, ensure that JavaScript is enabled.

On an iPhone:

Open Settings.
Select Safari.
Select Advanced.
Toggle JavaScript ON.

On macOS

Select the Safari menu.
Select Preferences.
Select Security.
Enable JavaScript.
Close all Safari windows.
Re-launch Safari.

On all browsers, ensure that content restrictions are disabled/make an exception for duosecurity.com.

On iOS 12 or newer:

Navigate to Settings
Select Screen Time.
Select Content & Privacy Restrictions.
Select Content Restrictions.
Select Web Content.
Uncheck Limit Adult Websites to completely disable content restrictions.
- If you do not want to fully disable content restrictions, you can allow duosecurity.com within the Content Restrictions page on the iOS device. This will allow the Duo Prompt to display even if content restrictions are enabled.

On macOS 10.15 (Catalina) or higher:

Open System Preferences.
Navigate to Screen Time.
Select Preferences.
Select Content & Privacy.
Set any Web Content restrictions to Unrestricted access.
- If you do not want to fully disable content restrictions, you can allow duosecurity.com within the Content Restrictions page on the iOS device or to the Allowed Websites Only list on macOS. This will allow the Duo Prompt to display even if content restrictions are enabled.

Unable to Scan Duo QR Code

If you are attempting to add a new device to Duo and are unable to scan or recognize the Duo QR code:

On the QR code screen, select the link that reads Or, have an activation link emailed to you instead.
Enter your email address.
Navigate to your email inbox and locate the email message from Duo Security.
Select the link in the email message.
If asked which app to use to open the link, select Duo Mobile.
Duo Mobile will open.
Select Continue to complete the enrollment process.

Adding a new device with the same phone number.

Adding a new device with a new phone number (only if you still have the old device).

**Please do not approve Duo authentication requests if you have not attempted to log in to a protected service. For more information review this article**

For additional assistance, please contact Information Technology Services at 419-372-0999 or through chat.

Details

Article ID: 159309

Created

Mon 5/20/24 4:30 PM

Modified

Tue 5/21/24 9:59 AM