Troubleshooting

I have stopped receiving push notifications from Duo Mobile.

There are several reasons this could be happening. Please try the following to troubleshoot:

1. Make sure your enrolled device has a cellular network or WiFi connection.

2. Have the Duo Mobile app open when you authenticate.

3. Try these additional push troubleshooting steps:

4. If the above solutions don’t work, try using another authentication method, such as a passcode provided in the Duo Mobile app.


I received a push notification when I haven't tried to log in.

You should deny the request and report it to the IT Service Desk. Your password may have been compromised and is being used to attempt to log in to University services.


My hardware token stopped working. [Staff/Postgraduate Researchers only]

Your University of Sheffield issued token can get "out of sync" if the button is pressed too many times in a row and the generated passcodes aren't used for login. In some cases this can happen by accident if the token is stored next to other objects in a pocket, backpack, etc. To resynchronise the token generate three passcodes in a row and enter them one by one into the passcodes field. If this solution doesn't work, contact the IT Service Desk for help.


I'm unable to download the Duo App from the Google Play store in my country.

If you’re unable to download the Duo App due to the Google Play store being blocked/unavailable in your country, then please read Duo's instructions to download and use the Duo App.


I selected ‘Remember me for 7 days’ but I’m still asked to log in.

Duo's 'Remember me' option allows a device and browser to be deemed trustworthy and thereby require MFA in a less-frequent manner.

The ‘Remember me’ option is designed to make MFA work by storing a cookie in your web browser. Therefore, this option will only work for the browser you selected it on. If you're using a different device, browser or incognito mode to where you selected ‘Remember me’, you will be prompted again.

You may be required to use MFA more frequently for some applications which have sensitive or protected information (for staff this includes our payroll system), as they require a higher level of protection.

Users of some services such as the University's VPN will find that the 'Remember Me' MFA feature doesn't work. VPN isn't a web service and therefore doesn't have cookies, which are required for this MFA feature. When your VPN connection drops (often due to inactivity), then you will need to authenticate using MFA when you reconnect to VPN.


The 'Remember me for 7 days' option isn't working.

If you're using a browser that blocks third party cookies, the 'Remember me' option doesn't work. An 'allow cookies from this site' exception needs to be added to all browsers you want to be remembered.

You can find instructions for this on Duo's website.

Users of some services such as the University's VPN will find that the 'Remember Me' MFA feature doesn't work. VPN isn't a web service and therefore doesn't have cookies, which are required for this MFA feature. When your VPN connection drops (often due to inactivity), then you will need to authenticate using MFA when you reconnect to VPN.