{"id":2180,"date":"2019-05-02T15:46:38","date_gmt":"2019-05-02T22:46:38","guid":{"rendered":"http:\/\/www.wou.edu\/ucs\/?page_id=2180"},"modified":"2026-04-23T08:29:03","modified_gmt":"2026-04-23T15:29:03","slug":"troubleshooting","status":"publish","type":"page","link":"https:\/\/wou.edu\/ucs\/duo\/troubleshooting\/","title":{"rendered":"Troubleshooting"},"content":{"rendered":"

[et_pb_section fb_built=”1″ _builder_version=”4.16″ min_height=”100px” custom_padding=”3px|0px|0px|0px|false|false” global_colors_info=”{}”][et_pb_row custom_padding_last_edited=”on|tablet” _builder_version=”4.16″ min_height=”100px” custom_margin=”|auto|6px|auto||” custom_padding=”31px|0px|0px|0px|false|false” custom_padding_tablet=”|5%||5%||true” custom_padding_phone=”” global_colors_info=”{}” column_structure=”1_4,1_2,1_4″][et_pb_column type=”1_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https:\/\/wou.edu\/ucs\/files\/2019\/04\/DUO-logo.jpg” align_tablet=”center” align_last_edited=”on|desktop” _builder_version=”4.16″ global_colors_info=”{}” align_phone=”center”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.16″ custom_margin=”20px||0px” global_colors_info=”{}”]<\/p>\n

Troubleshooting<\/h2>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_4″ _builder_version=”4.16″ background_color=”#e7e7e7″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.22.2″ custom_margin=”25px||25px||true|false” custom_padding=”|20px|0px|20px||true” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″ text_line_height=”1.4em” locked=”off”]<\/p>\n

General information<\/a><\/p>\n

Step-by-step guides<\/a><\/p>\n

FAQs<\/a><\/p>\n

Troubleshooting<\/p>\n

Protect additional accounts<\/a><\/p>\n

Universal Prompt<\/span><\/a><\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ custom_padding=”0px||17px|||” global_colors_info=”{}”][et_pb_row custom_padding_last_edited=”on|phone” _builder_version=”4.16″ custom_margin=”-2px|auto||auto||” custom_padding_tablet=”|5%||5%||true” custom_padding_phone=”” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_toggle title=”Having troubles with push notifications?” _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

Check out Duo\u2019s documentation here:
>>\u00a0<\/span>iOS<\/a>
>>\u00a0<\/span>Android<\/a><\/p>\n

[\/et_pb_toggle][et_pb_toggle title=”Locked out of your account?” _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

Has your account been locked out “due to excessive authentication failures?”
Please visit University Computing Solutions (located in ITC 009) to resolve.<\/p>\n

[\/et_pb_toggle][et_pb_toggle title=”Experiencing hardware token errors?” _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

Sometimes hardware tokens get out of sync with Duo. This often happens if the button is pressed too often in a short period of time (such as when the token is in a pocket and the button accidentally gets pushed).<\/span><\/p>\n

To re-sync your token, log in to Portal, then when the Duo prompt appears, choose “token” from the drop down menu. Then, click the “Enter a Passcode” button.<\/span><\/p>\n

\"\"<\/span><\/p>\n

<\/span><\/p>\n

Enter the first passcode you see on your hardware token and click “Log In”<\/span><\/p>\n

\"\"<\/span><\/p>\n

<\/span><\/p>\n

This will fail with the message “Incorrect passcode.”<\/span><\/p>\n

\"\"<\/p>\n

Enter the next two codes that appear on your hardware token, and on the third attempt your token should be re-synced with Duo and you will be logged into Portal. If on this third attempt you are still unable to log in, please stop by UCS (located in ITC 009) and we will help you re-sync your token.<\/span><\/p>\n

 <\/p>\n

[\/et_pb_toggle][et_pb_toggle title=”Lost your phone or hardware token?” _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

Please contact UCS immediately, so we can prevent someone else from using your Duo login device. Then, drop by UCS (located in ITC 009) so we can provide you with a new means of authentication.<\/p>\n

[\/et_pb_toggle][et_pb_toggle title=”Push notifications not appearing?” _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

Open the Duo Mobile app and there should be a green banner at the top which is the waiting Duo request. Touch it and click “Accept” and you\u2019ll be logged in.<\/p>\n

\"DUO<\/a><\/p>\n

 <\/p>\n

[\/et_pb_toggle][et_pb_toggle title=”Experiencing the %22Login timed out%22 error message?” _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

<\/a>\"Login<\/a><\/a><\/p>\n

Duo push has a thirty second expiry. If you take longer than thirty seconds to authenticate, you will receive this message. Click the “X” on the red banner, then click “Send me a push”<\/p>\n

[\/et_pb_toggle][et_pb_toggle title=”My phone is offline, what do I do?” _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

If your phone has no internet connection, you won\u2019t be able to use Duo push.<\/span><\/p>\n

Instead, choose the “Enter a Passcode” button, then open the Duo Mobile app on your phone.<\/span><\/p>\n

In the app, you should see the following: “Duo-Protected Western Oregon University”<\/span><\/p>\n

\"DUO<\/a><\/span><\/p>\n

On the right side of the WOU banner, tap the caret which will reveal a six digit passcode.<\/p>\n

Enter this passcode into the passcode text box in Portal, and you\u2019ll be logged in<\/p>\n

\"\"<\/a><\/p>\n

[\/et_pb_toggle][et_pb_toggle title=”Locked out of your account?” _builder_version=”4.16″ global_colors_info=”{}”]<\/p>\n

Has your account been locked out “due to excessive authentication failures?”<\/span><\/div>\n
Please call (88925) or visit\u00a0University Computing Solutions (located in ITC 009) to resolve.<\/div>\n

[\/et_pb_toggle][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"

Troubleshooting General information Step-by-step…<\/p>\n","protected":false},"author":417,"featured_media":0,"parent":2133,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"splash-page.php","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"%%post_title%% | %%sitetitle%%","_seopress_titles_desc":"","_seopress_robots_index":"","_lmt_disableupdate":"no","_lmt_disable":"","_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-2180","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/wou.edu\/ucs\/wp-json\/wp\/v2\/pages\/2180","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wou.edu\/ucs\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/wou.edu\/ucs\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/wou.edu\/ucs\/wp-json\/wp\/v2\/users\/417"}],"replies":[{"embeddable":true,"href":"https:\/\/wou.edu\/ucs\/wp-json\/wp\/v2\/comments?post=2180"}],"version-history":[{"count":1,"href":"https:\/\/wou.edu\/ucs\/wp-json\/wp\/v2\/pages\/2180\/revisions"}],"predecessor-version":[{"id":18575,"href":"https:\/\/wou.edu\/ucs\/wp-json\/wp\/v2\/pages\/2180\/revisions\/18575"}],"up":[{"embeddable":true,"href":"https:\/\/wou.edu\/ucs\/wp-json\/wp\/v2\/pages\/2133"}],"wp:attachment":[{"href":"https:\/\/wou.edu\/ucs\/wp-json\/wp\/v2\/media?parent=2180"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}