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Some types of Duo issues are easily dealt withhandled.    These classes of issues require nothing more than perhaps a call to the Service Center Helpdesk to get resolved.

• My phone has stopped receiving email and calendar updates after enrolling in Duo. Once you enroll in Duo, any other devices you have connected to your Drew email account, including smartphones and tablets as well as third-party email programs like Outlook, Apple Mail, or Thunderbird, will need to again verify your account access. Some of the email programs will need your device password, which is generated automatically by the system. You can find your device password by logging in to drew.edu/duo (or https://s.drew.edu/scripts/ut/2factor/). Learn more about using your device password here. The device password is only necessary if you have connected the Mail or Calendar apps on your smartphone or tablet to your Drew account as an Exchange account or are using some third-party mail applications on your computer. When accessing your Google account via a web browser, or if you've set it up as a Google account on your mobile device, you will continue to log in using your regular password.
  
  • You may simply need to restart your phone or tablet if you receive errors about passwords or sync not working. 
  • You may need to log in using your Drew username and password on your phone again.

• I'm not getting my push notification. How do I log in? If
  • Restart your phone.
  • If your phone is out of cell coverage, you can use the Duo Mobile app on your
  phone to
  • device to generate a one-time passcode (yes, even if you don't have service) by touching the "Drew University" line; it will expand and display a 6 digit passcode. On the uLogin page, click "Duo Security" and enter the code generated by the app (you may notice the dropdown option change from "Default" to "Passcode") before clicking Login.
  • If you have an iPhone, you may need to check the Notification settings for the app (in Settings, not the app itself) to make sure they are turned on and are set to either banner or alert
  .
  My hardware token stopped working. Contact the University Technology Service Center if your hardware token has stopped working or you cannot log in using the passcodes it generates. 
  Your token can get "out of sync" if the button is pressed too many times in a row and the generated passcodes aren't used for login. In some cases this can happen by accident if the token is stored next to other objects in a pocket, backpack, etc. The Service Center will ask you to generate three passcodes in a row and can attempt to resynchronize the token. Yubikeys do not get out of sync in this way.
  University Technology is no longer able to provide replacement tokens or Yubikeys. If yours stops working, please let us know so that we can remove it from your account
  • .
  If you purchase your own replacement, reach out and we will help add it to your account.
  • 
    
    
• I forgot my phone at home. How do I log in? 
  • If you set up your office phone, you
  can click
  • can click Duo Security at the uLogin page and choose "Call" (usually under Phone 2, but this depends on which numbers you set up on your account in which order!) from the dropdown menu.
  • If you do not have your office phone set up, you can come to the UT Helpdesk with a photo ID so that we can add the line for you.
  • If you are working from home and something has happened to your mobile phone, please reach out and we will work with you to find the best solution.
    
    
• I've lost my phone. What do I do?
  • Please contact the University Technology
  Service Center
  • Helpdesk (+1 973-408-4357 or HELP) immediately so that we can deactivate that phone as a valid authenticator for your account.
  • If you set up your home or office phone as an additional device, you can click Duo Security at the uLogin page and choose "Call"
  (usually under Phone 2, but this depends on which numbers you set up on your account in which order!) from
  • under the right phone in the dropdown menu.
  • If you do not have another phone set up, you can reach out to the UT Helpdesk; we
  will
  • can verify your identity and add
  the
  • a backup line for you.

Managing Your Devices

• I need to add an additional phone number.

I want to change my default phone.