Duo Security FAQs

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Q: Why is Duo so important?

A: First & most importantly, it protects your Queens account and all the sensitive information you access with it from hackers who might gain access to your password - because even if they know your password they can't log in to your account without the verification provided by Duo. Most data breaches are due to stolen passwords, and our students deserve to know we're doing everything we can to safeguard their data. Using Duo also allows us to no longer require password changes every 90 days (yay!).

 

Q: What is Duo? 

A: Duo two-factor authentication adds a second layer of security to your  accounts. Verifying your identity using a second factor, like your smartphone, mobile device, or entering a security code, prevents anyone but you from logging in, even if they know your password. You'll login as usual with your username and password, and then use your device to verify that it's you. 

 

Q: Why do I need Duo two-factor authentication? 

A: Recently, security professionals stated that one factor is not enough to protect important information. In order to to verify your identity and improve the protection of sensitive data elements, two-factor authentication (2FA) is needed, which requires:

  • Something you know (a password), and
  • Something you have (usually a mobile device)

 

Q: What services are protected with Duo? 

A: All applications that offer SSO (single sign-on), such as Office 365, Canvas, Slate, etc. require Duo two-factor authentication.

 

Q: Will VPN access be protected with Duo? 

A: Yes but not immediately. This feature will be turned on only in March 2021, after all Queens users are protected by Duo security. 

 

Q: What exactly do I need to do to authenticate with Duo? 

A: When you are trying to login into an application that requires Duo authentication, Duo prompt will automatically appear on your screen with several options that you can choose from. Once you select your desired option, there will be further instructions and prompts that will guide you.

 

DuoPromptVer2.jpg

 

Q: Once I have Duo, what methods can I use to authenticate?

A: There are several methods to authenticate in Duo:
  • Duo Mobile Push (strongly recommended: by far the easiest and simplest to use) 
    If you use your smartphone or tablet, you can install the Duo Mobile app and send a notification to your device. To authenticate, you choose to Accept or Deny the request that will appear on your mobile device. If you did not see a prompt on the home screen of your mobile device, navigate to your Duo Mobile app and respond to the request there.
  • Duo Mobile Passcode
    If you use your smartphone or tablet, you can install the Duo Mobile app and generate a passcode in the app. NOTE: This works even if you don’t have access to Wi-Fi or cell phone service. For more details on this method, please see further below for 'How can I authenticate in if I don’t have access to cell signal, data, or a Wi-Fi connection?'.
  • SMS Passcode
    If you don't have internet connectivity nor Duo Mobile app nor a smartphone, you can authenticate using a passcode texted to your phone. For more details on this method, please see further below for 'Where can I obtain a SMS passcode' and 'How can I authenticate in if I don’t have access to cell signal, data, or a Wi-Fi connection?'.

 

Q: Which mobile app do I use for Duo?

A: You will need an app called 'Duo Mobile' which can be downloaded for free. If you have an iPhone or another Apple device, you will need to download the app from the Apple's App Store (link here: Duo Mobile for iOS). If you have an Android device you can download the app from the Google Play App Store (link here: Duo Mobile for Android).

 

Q: Do I need a smartphone to use Duo? What if I don't have a smartphone?

A: If you have a smartphone, you’ll find it makes Duo more convenient. You probably already have your smartphone with you, and it’s easy and quick to acknowledge a login through the Duo app. If you do not have a smartphone, you can use an ordinary mobile phone to authenticate via SMS Passcode method. 

 

Q: How can I authenticate if I do not have access to cell signal, data, or a Wi-Fi connection? 

A: In your Duo Mobile app, you can generate passcodes which don’t require access to cell signal, data, or Wi-Fi. This passcode will be available on the first screen that you see once you open your Duo Mobile app (see screenshot below). Once you know what your passcode is, click the 'Enter a Passcode' button in the Duo prompt that required you to authenticate. Once 'Enter a Passcode' button is clicked, an input box will appear. Type in your passcode in there and click on the 'Log In' button. NOTE: You can use this same method to enter SMS (or any other) type of passcode.

 

PasscodeDuoApp_Masked.PNG

 

Q: Where do I enter a SMS passcode (I cannot find that option)? 

A: All types of passcodes are entered by pushing the 'Enter a Passcode' button in the Duo prompt. Once 'Enter a Passcode' button is clicked, an input box will appear. Type in your passcode in there and click on the 'Log In' button.

 

Q: Where can I obtain a SMS passcode? 

A: You can send SMS passcodes to yourself from the Duo Prompt's status bar. To have Duo text you a batch of passcodes click on the 'Enter a Passcode' button in the Duo prompt. A blue status bar will appear at the bottom of the Duo prompt, with the 'Text me new codes' button within the status bar (see screenshot below). After you click on the 'Text me new codes' button, a message in the status bar will inform you that the passcodes were sent to your phone via text. Please note:

  • The number of SMS passcodes sent in one batch is defined by your administrator (ten maximum). Sending multiple passcodes at once lets you use those passcodes to authenticate multiple times when you may not have cellular service.
  • Duo keeps track of which SMS passcodes you've already used in your batch, letting you know which one to use next.
  • You can have new passcodes sent to you at any time. A new batch of passcodes will invalidate all old passcodes, so it's probably best to delete the old message when a new one comes in.

TextMeNewCodes.png

 

Q: My account is locked out. What should I do? 

A: If you have too many failed attempt while trying to authenticate, you duo account will be locked out. To unlock it, please contact the Queens Help Desk at helpdesk@queens.edu or 704-337-2323.

 

Q: I’m having trouble authenticating in Duo. What should I do? 

A: Please contact the Queens Help Desk at helpdesk@queens.edu or 704-337-2323 for assistance.

 

 

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