Troubleshooting and Frequently Asked Questions Click Question to View Answer

I use Junos Pulse to connect and I am being prompted for a Secondary Password. What do I do? Click to View Answer

With the added requirement of Two Factor Authentication, Junos Pulse users must enroll in UTMB’s solution before continuing to use the Junos Pulse application. In order to enroll, log on to myvpn.utmb.edu and you will be redirected to the enrollment process. Enrolled users can enter their UTMB username and password. When prompted for a Secondary Password, type the word "PUSH" in the secondary password field. You will be prompted to approve the connection on your mobile device and complete the log on process.

I am MAC user. What do I need to do differently to use Duo? Click to View Answer

The installation process for a Mac is the same as any other computer. Simply open a browser and go to myvpn.utmb.edu and follow the on screen prompts

Can I set up Duo on more than one phone? Click to View Answer

When you are doing your initial setup, you may add as many phones as you like (landline and/or mobile). After that, when you are logging in you can choose which line Duo will send the authentication request to (via smart phone app, SMS text message, or phone call depending on what you chose).

What is the Manage Devices button? Can I use that to add more devices? Click to View Answer

Yes, you can use the Manage Devices feature to add, remove, or change the devices that Duo can use to verify who you are. However, you can’t alter your current device without an administrator. For example, if you get a new phone for your existing phone number, you should contact the UTMB Service Desk for assistance. Note that, when an administrator adds your device, you will not need to go through the setup screen – we will send you the needed codes directly from Duo Security.

I have a new phone and the Duo app stopped working. What should I do? Click to View Answer

If you get a new phone, even if the Duo app is restored from a cloud backup, it will lose its association with your account. If the phone number of your new phone is the same, you can still authenticate using the phone call or sms option, but the push option will not work until re-activated.

You can re-activate your new phone with the Manage devices option. First, ensure that you still have access to any of the phone numbers enrolled in Duo. Set the authentication option to Phone Call and then select Manage devices. The phone you chose should ring, and you will need to answer, and hit any key to authenticate. From here, you can select the phone number of your new phone (assuming it’s the same phone number) and under Actions, select Activate Duo Mobile. This will prompt you to scan in a new QR code from the Duo app. If you have difficulties with this process, you can submit a ticket to the Service Desk or call for immediate assistance – 409-772-5200.

Can I use the Duo app internationally? Click to View Answer

The Duo smart phone app is designed to work internationally. If you install the app, it can generate the required code without need of either a telephone signal or data plan, and it can do this anywhere in the world. If you have a signal and data plan, the app makes two-factor authentication as easy as a pushing a single button, but if you don’t have one of those two things, you can use the app to generate a six digit code and enter that manually.

What happens if I set up my browser to clear cache/cookies after exiting? Click to View Answer

The "Remember your device for 30 days" option uses a persistent cookie. If you clear cookies after you log off of the browser, the device will not be remembered and you will have to confirm your identity again when logging in.

What if I forget my phone at home? Click to View Answer

You can contact the UTMB Service Desk. They will verify your identity and provide a temporary passcode.

What if I lose my phone? Click to View Answer

Contact the UTMB Service Desk immediately and we will lock your Duo account to prevent malicious activity.

After confirming a legitimate login attempt, I'm stuck on a strange two-step screen. Why? Click to View Answer

Logging in with Duo requires that JavaScript is enabled. If it is not, your attempt to log in will fail:

Do I still need to use my old/current token? Click to View Answer

If you are logging in to Quest for SAP or the mainframe (legacy system) and currently use a physical token, you would continue using your current token on those systems even when enrolled in Duo. We are working on implementing Duo for Quest and the mainframe and will notify you when we have more information.

What if I don’t have a cell phone? Click to View Answer

If you don’t have a cell phone, Duo allows you to use your landline phone. You would receive an automated phone call that requires you to hit any button to confirm your identity.

What if I don’t have a data plan on my phone? What if I don’t have a connection? Click to View Answer

The Duo smart phone app provides options that work without a data plan, a texting plan or even a connection, if necessary. The app can generate the required code without need of either a telephone signal or data plan, and it can do so anywhere in the world. If you have a signal and data plan, the app makes two-factor authentication as easy as a pushing a single button, but if you don’t, you can use the app to generate a six digit code and enter that instead.

What is Two-factor Authentication? With DUO Security

How it Works

Once you've enrolled in Duo you're ready to go: You'll login as usual with your username and password, and then use your device to verify that it's you. Your administrator can set up the system to do this via SMS, voice call, one-time passcode, the Duo Mobile smartphone app, and so on.

No mobile phone? You can also use a landline or tablet, or ask your administrator for a hardware token. Duo lets you link multiple devices to your account, so you can use your mobile phone and a landline, a landline and a hardware token, two different mobile devices, etc.

Why Do I Need This?

Passwords are increasingly easy to compromise. They can often be stolen, guessed, or hacked — you might not even know someone is accessing your account.

Two-factor authentication adds a second layer of security, keeping your account secure even if your password is compromised. With Duo, you'll be alerted right away (on your phone) if someone is trying to log in as you.

This second factor of authentication is separate and independent from your username and password — Duo never sees your password.

Referred to as two-step or two-factor authentication, this process, which uses Duo Security, asks individuals logging in to confirm their identity using a smartphone, via text, or via automated voice calls.

How Do I Set It Up?

Duo's self-enrollment process makes it easy to register your device and install the mobile app (if necessary). Learn more about enrollment

Two-factor authentication adds a second layer of security to your online accounts. Verifying your identity using a second factor (like your phone or other mobile device) prevents anyone but you from logging in, even if they know your password.

Help with Duo is available! Use the "Get Help" button below, call the UTMB Service Desk directly at 409-772-5200, or contact your local IT administrator.

Using Duo with Outlook Web App