How to troubleshoot Duo Mobile issues

Tuesday 04/06/2021

Having an issue with Duo Mobile? There are multiple ways to authenticate with 2FA, but the Duo Mobile app is the quickest and easiest method. If you are having trouble using Duo Mobile, check out these common 2FA issues and troubleshooting tips.

Sync Your Duo Mobile App
If you are not seeing the “Send Me a Push” option when you authenticate with 2FA, you need to reactivate the Duo Mobile app. This happens if you get a new phone or if you downloaded the app after your 2FA account was already set up. Reactivate Duo Mobile

Double Check Your Registered Devices
See which devices you have registered for 2FA and make sure your default device is a cellphone or other mobile device you always have with you. Check Your Devices

Turn on Notifications for Duo Mobile App
If the Duo Push notification is not appearing on your device, you may have to adjust app permissions. Go to your device settings and turn on notifications for Duo Mobile. Test Duo Notifications (Apple | Android)

Click the “Remember me for 30 days” Box
Click the “Remember me for 30 days” box on the 2FA pop-up window to bypass 2FA for one month at a time. If the box is not appearing for you, you may need to click “Cancel” and then check the box. Remember Me for 30 Days

Get Support
If you are still having issues using the Duo Mobile app, contact the ITS Service Desk at 850-644-4357 or help.fsu.edu.