Duo Frequently Asked Questions
- What is a Duo hardware token, and how do I get one?
- I received an "Incorrect passcode. Please try again" error with my hardware token. What do I do?
- Will I be prompted by Duo every time I log in?
- I am reluctant to enroll my personal device. Do I have other options?
- My device has been lost, stolen, or replaced. What should I do?
- Can I opt out of two-factor authentication?
- Should I enroll more than one device in Duo?
- How do I use multiple devices with Duo?
- How and when to report a suspicious login via the Duo Mobile app?
What is a Duo hardware token, and how do I get one?
Duo supports standalone, one-time password hardware tokens for two-factor authentication. A hardware token is a small device on which a passcode is generated and then used to authorize access to protected applications and websites through the Duo prompt.
Tokens can be used if you are traveling internationally.
Duo hardware tokens are only available to active employees, students and medical affiliates. You can request a Duo hardware token in the Rowan Support Portal. Once you have your hardware token, follow our instructions for enrolling a Duo hardware token in Rowan NetID.
I received an "Incorrect passcode. Please try again" error with my hardware token. What do I do?
If the Duo login screen displays "Incorrect passcode. Please try again" after entering a passcode from your hardware token, it may be out of sync. Tokens can get out of sync when the button is pushed more than 10 times and those codes are not used.
You can re-sync your token by following these steps:
- Go to https://login.rowan.edu/cas/login on your computer.
- Click the button on your hardware token and enter the displayed password into the Duo prompt. It will fail. This is expected.
- Click the button on your hardware token AGAIN and enter the displayed password into the Duo prompt. It will fail again. This is expected.
- Click the button on your hardware token one more time and enter the displayed password into the Duo prompt. On this third entry, you should be logged in successfully and your token is re-synced.
If your Duo token is consistently falling out of sync, it may be due to one of the following reasons:
- If the button is pressed many times and the generated codes are not used. For example, if a token is stored in a bag or pocket, it may cause the button to accidentally be pressed many times.
- If the battery is dying because the token is old or has been used very frequently. Generally, the Duo token battery should last for a minimum of two years.
Will I be prompted by Duo every time I log in?
When presented with a Duo login prompt, you may have the option for Duo to remember the device you are using for 7 days.
If this option is available and you use it, you will not be prompted when logging in from that same device for 7 days. You should only use this option on secured computers. Do not select this option when using a shared or public-use device.
Some services with more stringent security requirements, such as the Rowan VPN, will require you to verify your identity through Duo two-factor authentication with every login.
I am reluctant to enroll my personal device. Do I have other options?
Personal mobile devices offer the most secure and convenient method of using Duo. Members of the Rowan Community are strongly encouraged to use the Duo Mobile app on their personal mobile devices. Other than access to your camera to scan QR codes, the Duo Mobile app requires no access to the private data on your device.
If, for some reason, using your personal device is not possible, you do have other options. You can enroll as many phone numbers in the system as you choose. If you have a direct line, you may register your office phone. You may also register your home phone number or other phone numbers you have access to wherever it is you may need to log in to Rowan University services. You may register your SMS-capable mobile device without installing the Duo Mobile app, which will allow you to complete Duo authentication requests via SMS. You may also request a hardware token, a device that will generate a passcode that can be used when logging into Duo.
My device has been lost, stolen, or replaced. What should I do?
You can log in to Rowan NetID to request a temporary 24-hour bypass code in the event that your existing Duo device is lost, stolen, broken, misplaced, or otherwise unavailable.
If your device has been lost or stolen, you should log in to Rowan NetID and remove the device from your profile. If the lost or stolen device is your only Duo-enrolled device, you will need to register a new device before removing it.
If you have replaced your mobile device and kept the same cellular number, you can link the new device to your existing Duo Mobile app profile. Log in to Rowan NetID, select "Duo Devices" and click the green QR code icon next to your mobile phone number. You will then be prompted to scan a QR code with your new device to link it.
For more information, see our article on managing your Duo devices.
Can I opt out of two-factor authentication?
No, you must be enrolled in Duo two-factor authentication to protect your Rowan NetID.
Should I enroll more than one device in Duo?
Yes. We recommend enrolling at least two devices with Duo in case your primary device is lost, stolen, or otherwise unavailable.
Many users choose to register their home or office phone in addition to their mobile device. Registering a Google Voice number will also provide you with the ability to receive calls and SMS messages from Duo.
For more information, please see our article on options for two-factor authentication.
How do I use multiple devices with Duo?
If you have multiple devices enrolled in Duo, you can choose which one to use when authenticating.
Click the drop-down menu at the top of the Duo prompt and select any of your enrolled devices to use for that log-in session.
How and when to report a suspicious login via Duo Mobile app?
When you receive a Duo Push, check the following details to make sure you are approving the correct push request:
- The name of the application you are signing into
- The name of the application you will typically see will be 'Rowan CAS '
- The timestamp of the authentication attempt
- Your geolocation you are accessing the application from
- The geolocation may be in a neighboring town/city or even a bit further away depending on what network you are using, such as a mobile wireless network or a VPN
If the push request seems unusual and unexpected:
- Click Deny and then Yes, as it was a suspicious login
- You may want to change your password, as it is possible that it has been compromised
If you have any questions or need help, please contact the Technology Support Center at 856-256-4400 or submit a ticket in the Rowan Support Portal.