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
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?
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
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 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?
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.