DUO Support and FAQ

Support

We recommend reviewing the Duo User Guide, which offers a complete overview of Duo, installation instructions, and answers many frequently asked questions. For help with issues that are not answered in the Knowledge Base, please contact the ITS Service Desk at servicedesk@pomona.edu or (909) 621-8061.

Effective March 31st 2024, LastPass will no longer support a version of the LastPass Mac App that some users may have. To avoid any service disruption, users must download a new supported version of the LastPass Mac application from App Store if their current desktop app was downloaded directly from Lastpass.com before June 2023. Please click here for instructions to update your LastPass Mac App.

FAQ

How do I reactivate Duo?

To configure the Duo app on new phone using same number (Android or iOS), please click here.

Otherwise, enroll your new device yourself using the Duo Self-Service. Visit Duo User Guide to find activation instructions for each platform.
What do I do if I lost my phone?

If you had previously enrolled a second authentication device on the Duo Self-Service page you can use My Settings & Devices to delete your lost or stolen phone. If you did not setup a second device, ITS Service Desk can disable the missing phone for authentication and help you log in using another method. While it's important to contact ITS if you lose your phone, remember that your password will still protect your account.

NOTE:
If you can't receive a Duo push authentication because they are traveling, in a basement, or otherwise don't have Internet access, you can simply open the Duo mobile app and tap the 'Pomona College' entry. A six-digit passcode will appear. They can then enter that passcode into the Duo authentication prompt. It's the exact same thing that a Duo hardware token does, just in software form.
Why am I no longer receiving Push notifications on Duo Mobile?

You may have trouble receiving push requests if there are network issues between your phone and our service. Many phones have trouble determining whether to use the WiFi or cellular data channel when checking for push requests, and simply turning the phone to airplane mode and back to normal operating mode again often resolves these sorts of issues, if there is a reliable internet connection available.

Similarly, the issue may be resolved by turning off the WiFi connection on your device and using the cellular data connection.
iOS users can run a troubleshooting tool from within Duo Mobile version 3.32.0 or later. To run the tool:
1. Open the Duo Mobile app on your iOS device and tap the Edit button in the top left of the accounts list screen, then tap the name of the account for you aren't receiving push requests.
2. Next, tap the Get Started button in the 'Missing Notifications?' section of the the 'Account Details' screen.
3. Duo Mobile performs the test. If any step fails, you'll receive further troubleshooting suggestions. After taking the suggested actions, tap **Run test again* to retry.
The steps that Push Troubleshooting performs automatically are as follows:
- Check device settings.
- Check internet connectivity.
- Check that the device can contact Duo's cloud service.
- Attempts to send a test Duo Push notification.
Should none of these actions help, see the Duo Knowledge Base for additional iOS and Android troubleshooting steps.

If you've tried the suggestions here but can't get Duo Push working or reactivate your device yourself, please contact ITS Service Desk at servicedesk@pomona.edu or (909) 621-8061 to request reactivation of Duo Mobile.
Unable to Perform Duo Authentications from Restricted Countries or Regions
I am running IOS 10 and I am not able to install the current version of Duo Mobile on my device.

The minimum supported operating system version for Duo Mobile 3.29.0 and above is iOS 11. iOS 10 users may download the last Duo Mobile version compatible with that iOS version (3.28.1) via Apple's TestFlight program:
1. Install the Apple TestFlight application on your device.
2. Once you have TestFlight installed, tap this link and then tap Install to install Duo Mobile 3.28.1 on your iOS 10 device.
Contact ITS Service Desk at servicedesk@pomona.edu or (909) 621-8061 if further assistance is required.
I am using Microsoft Internet Explorer and the Duo prompt does not display correctly.

For the best results we do not recommend using Internet Explorer's Compatibility View with Duo authentication. The browser is no longer supported by the developer, Microsoft.