Summary
This article provides answers to frequently asked questions about Duo two‑factor authentication, including setup, supported devices, troubleshooting, and account management.
Prerequisites
- UT NetID
- Duo Mobile installed on a supported device or a hardware token
Instructions
How Do I Set Up Duo for the First Time?
Visit the First Time Setup of Duo article.
Who Is Required to Use Two‑Factor Authentication?
Anyone with a NetID and password—including faculty, staff, students, retirees, visiting scholars, contractors, and departmental accounts—is required to use two‑factor authentication.
I Don’t Have a Smartphone or Mine Is Too Old. How Do I Use Duo?
UTHSC provides hardware tokens for users who do not have a supported smartphone. Tokens display a 6‑digit code that changes every 30 seconds. You must bring the token with you whenever you log in to an application that uses Duo.
Can I Borrow a Hardware Token?
No. Each user must have their own Duo token.
How Do I Change Settings or Enroll Another Device?
Go to the UT Password Management page and select Manage Two‑Factor Authentication. After logging in with your NetID and password and completing Duo authentication, you can add, modify, or delete devices and change your default authentication method.
I Have a New Phone and Never Received a QR Code. How Do I Reactivate Duo?
Visit 2fa.utk.edu/restore, log in with your NetID and password, and follow the on‑screen instructions.
What Devices Are Supported by Duo?
You may enroll multiple devices using the UT Password Management page.
How Much Data Does a Duo Push Use?
Approximately 500 Duo pushes use 1 MB of data.
Does Duo Mobile Collect Data or Control My Phone?
No. Duo Mobile cannot change settings, read emails, view browser history, or wipe your phone. It only collects basic security information such as OS version, encryption status, and screen lock status to help recommend security improvements.
Can I Use the Non‑Expiring Password Policy If I Use Duo?
Yes. After enabling Duo, visit uthsc.edu/password and change your NetID password to a 12–16 character password.
Why Does Duo Mobile Need Camera Access?
Camera access is required only to scan the QR code during activation.
What Should I Do If I Receive a Duo Notification I Did Not Request?
Select “Deny.” UTHSC Security will investigate.
What If I Don’t Have Wi‑Fi or Cellular Service?
Tap the key icon in Duo Mobile to generate an offline passcode. No internet connection is required.
What If My Push Alerts Aren’t Coming Through?
Use the troubleshooting guides for iOS or Android. If issues continue, reactivate Duo Mobile at 2fa.utk.edu/restore.
Do I Need Duo to Log Into My Computer?
No. Duo is required for Office 365 and certain system‑wide applications such as DASH.
I Left My Phone at Home and Can’t Log In. What Should I Do?
You may return home to retrieve your phone or contact the UTHSC Service Desk at 901.448.2222 for a temporary code. Temporary codes are available Monday–Friday, 8:00 AM–5:00 PM CT.
Why Doesn’t UTHSC Use Text Messages for Two‑Factor Authentication?
SMS and phone call authentication incur significant additional costs—up to $250,000 per year for universities. Duo Mobile is more secure and avoids these costs.
Troubleshooting
- Restart your phone if Duo notifications stop working.
- Ensure notifications are enabled for Duo Mobile.
- Use offline passcodes if you do not have internet access.
Additional Notes
- You may enroll multiple devices for convenience and backup.
- Hardware tokens are available for users without supported smartphones.
Related Articles