Frequently Asked Questions

What is DUO 2 Factor & How Does It Benefit Me?

Duo is the simplest, most effective way to make sure users are really who they say they are.  Click here for a brief summary of what DUO 2 Factor is and how it benefits you [pdf].

DUO Support

For many common questions about the DUO application and authentication methods, DUO maintains excellent support documentation. Please review their documentation for application specific assistance.

How do I Add Devices to or Delete Devices from my DUO Account?

You can manage devices from the DUO login prompt by selecting Manage Devices. Before adding or removing devices, you will be prompted to authenticate via 2-factor before you are allowed to manage devices.

Additional devices will appear in the Choose an Authentication Method dropdown box when logging in.

Need Help Configuring or Managing Devices in DUO?

The Help Desk is on hand Monday-Thursday 8:00am-11:00pm, Friday 8:00am-5:00pm to assist with enrolling, configuring, or managing devices. Call the Help Desk at 828-262-6266 (Option 1) for assistance.

I use DUO and Pulse VPN. How do I set Pulse to use DUO?

Instructions for configuring Pulse Secure VPN can be found on remote.appstate.edu.  Pulse Secure will automatically send a DUO "push" to your enrolled mobile phone when ASU credentilas are entered (landline calls are not supported).  If a mobile phone has not been enrolled you can use your DUO token to generate a code to be used on the Pulse authentication screen.  When prompted to enter a password:   type your password, then a comma, then the 6 digit code from your token.  (yourASUpassword, 125788)

I Have a New Phone. How Do I Set it Up?

Switching to a new phone is easy if you have added your phone number to DUO. You will download the DUO Mobile App from the Google Play Store or iOS App Store. Assuming your phone number has not changed, the DUO Mobile App should automatically recognize the new phone. Otherwise, you will add the new phone as though adding a new device above.

I Left My Device at Home! How Do I Get into My Account?

ITS recommends that you register as many devices as you have to ensure that you always have a method of accessing your account. However, if you do find yourself stuck you have two options, including calling the Help Desk for assistance during business hours, or keeping DUO Emergency Bypass Tokens in your bag, desk, or wallet.

It is possible that without these options, you could get locked out of your account. ITS recommends being prepared with one-time use bypass tokens as a last resort.

DUO Emergency Bypass Tokens

If you are concerned about leaving your mobile device and token behind and not being able to access your account, we have you covered. The ITSS Help Desk can assist you in generating up to 10 one-time use DUO Bypass Codes. You can write these one-time use codes on our provided DUO Bypass Code Template (To access this template, you must be logged in with an @appstate.edu Google account). Keep these codes with you in a safe location, such as your wallet. After a single use, each code will be unable to be used again.

These tokens can only be generated by the Help Desk during business hours (Monday-Thursday 8:00am-11:00pm, Friday 8:00am-5:00pm).