As with any technology, occasionally there will be issues with the use of DUO. There are two main issues that have presented themselves.

  1. DUO is tied to a physical device, not necessarily to a phone number. On the occasion that an employee gets a new mobile device, a new activation text will need to be sent to the new device to facilitate proper enrollment.
  2. Every once in a while, a FOB will get out-of-sync, and will generate invalid passcodes. If you enter a passcode from the FOB and the system tells you that it is an incorrect passcode, please try it one more time. After two incorrect passcodes, the FOB is likely out-of-sync.

To address these issues, as well as any others that you may run into, the first step is to call the IT Help Desk. They can send new activation texts, re-sync FOBs, and address a number of other issues. For contact information and hours, please see the [SUU Help Center web site] (https://help.suu.edu "SUU Help Center"). The information is located at the top of the right column.

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