Frequently Asked Questions
I am MacOS user. What do I need to do differently to use Duo?
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?
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?
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?
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.
Please contact the ITS Service Desk for assistance
Can I use the Duo app internationally?
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?
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?
You can contact the UTMB Service Desk. They will verify your identity and provide a temporary passcode.
What if I lose my phone?
Contact the ITS 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?
Do I still need to use my old/current token?
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?
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?
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.