Duo Support

OIT uses Duo for Multi-Factor Authentication (MFA or 2FA). There are two types of Duo tokens:

  • Software Token
  • Hardware Token (or fob)

The software token must be installed in the Duo Mobile app on your phone. Get the app for your iPhone or Android phone.

The hardware token can be ordered by filling out this form.

Employees are now able to 'opt-in' to our new Duo integrations with WebAuth & Office 365. This service is not yet available to students unless you are employed by the University.

How do I get started?

Download the app to your phone using the links above, and once it's installed you can go to the Enrollment page and follow the steps to setup your Software Token.

Setting up Duo for the first time

Please consult our online documentation first before using our self-service tool to setup Duo on your phone.

I've replaced my phone (or I've reset my phone). How do I get a new token?

If you still have the old phone with an activated software token, you can go to the Enrollment page and click on the Manage Software Tokens link to enroll the new device and delete the old one.

If you don't have the old phone (or if you've reset your phone), please open a ticket and make sure to provide your mobile number in your request. If you're unable to open a ticket, you can email us at oit@uci.edu or give us a call at 949-824-2222.

For your security, we'll need to speak with you to verify your identity before we can assist. Once they do, you can then you can go to the Enrollment page and register the new device by following the Software Token Setup steps on that page.

My Duo account is locked.

Please open a ticket and make sure to provide your mobile number in your request. If you're unable to open a ticket, you can email us at oit@uci.edu or give us a call at 949-824-2222.

For your security, we'll need to speak with you to verify your identity before we can assist.

I'm getting the 'Access Denied' error.

If you're seeing the following error in red...

"Access Denied. The username you have entered cannot authenticate with Duo Security. Please contact your system administrator.'

...it's because you've recently replaced your phone, or performed a factory reset on your phone. The old token is no longer valid and must be replaced.

Please open a ticket and provide a phone number where you can be reached. If you're unable to open a ticket, you can email us at oit@uci.edu or give us a call at 949-824-2222.

For your security, we'll need to speak with you to verify your identity before we can assist.

I left my phone at home. Can you help me?

Yes. Please open a ticket and provide a phone number where you can be reached. If you're unable to open a ticket, you can email us at oit@uci.edu or give us a call at 949-824-2222.

For your security, we'll need to speak with you to verify your identity before we can assist.

Where can I change the Push Options for Duo?

There is a section in the Duo Support Desk console called "My Settings & Devices" where you can modify these options. You can have Duo push to your default device (or allow you to select a device in case you have more than one), rename your phone, and more.

Can students use Duo?

Currently, only Law School students and those students who are employed by a department that uses Duo are allowed to use the service. If you're unsure whether your department requires you to use Duo, check with your manager/supervisor.

In the near future, we *may* roll this out to the rest of the student body but we have no ETA at this time. For now, those of you who would like to take advantage of 2FA can sign up for Google 2FA.

What if I'm somewhere with no telephone reception?

Soon, we will be rolling out a utility in the Duo Support Desk tool (where you enrolled your mobile device) where you can generate bypass codes. These codes can be useful if you're traveling abroad or are in a location with poor telephone reception.

It is your responsibility to safeguard these codes.

My hardware Duo token (or fob) is not working

Please open a ticket and make sure to provide your mobile number in your request. We'll need to speak with you during business hours to resync your token.

If your hardware token needs to be replaced and you work for OIT, we can open a ticket with the Security team so they can furnish you with a new one. If you do not work for OIT, please partner with whoever in your department provided you with the hardware token. Alternatively, you can ask your local CSC.

I've received an email with the subject line 'Fraudulent authentication report'.

If you tap the "Deny" button on a push request, even if by accident, the system will send you and the Duo Admins an email. If you tapped the "Deny" button in error, you can safely disregard the email.

If you did not, please forward the email to oit@uci.edu and include a note.

I've tried the steps above and I'm still having issues

We recommend you continue your search in our comprehensive ServiceNow Knowledge Base.

If you're still having trouble, feel free to open a ticket. When doing so, please provide the following:

  • Your full name
  • Your UCInetID (the first part of your email address, not your ID number)
  • Your mobile number
  • A detailed description of the issue

Failure to provide this information will delay our response.

Lots of great info can be found in the Duo User Guide.

Return to the OIT Help Center.