Duo MFA Questions
SJU uses Duo for multi-factor authentication for legacy PA College services on our Lancaster campus. If you run into issues and the steps below are not helpful, you can reach support at 717-947-6007.
What services will require Duo MFA?
Applications that will prompt for MFA during external (off-campus) login attempts once you are enrolled are the following:
- All Office 365 web applications such as Outlook, Word, PowerPoint, and Team
- Canvas
- Zoom
- Mobile app versions of O365 applications and Canvas
- VMware Horizon View (aka View client or Virtual Desktop
- Library Resources
One easy way to remember if MFA will be applied is if you see the Microsoft O365 login page with a picture of the PA College campus. Any web application that redirects you here will also prompt you for secondary confirmation if logging in externally. One major exception is with View access. View will never redirect you to the O365 login page.
When do I get prompted for Duo MFA?
You can expect Duo to send you a push notification, text message code, or phone call to your enrolled device whenever a login to a protected PA College application away from campus is detected. This will typically be referred to as an “external login”.
Can I manage my own Duo account?
Yes, you can customize some of your own settings. Duo has a self-service webpage that you are redirected to during your external login process. Before hitting “Approve” on your enrolled device, you can manage different account settings on the Duo Self-Service webpage. The easiest way to get back to get back to Duo Self-Service is to log into office.com from a home computer just like you did during your enrollment process.
How do I access our Duo self-service page?
The easiest way to get back to get back to Duo Self-Service is to log into office.com from a home computer just like you did during your enrollment process.
Can I register more than one device?
Yes. You may do this while on the Duo Self-Service webpage. You should only register devices that you own, do not share, and actively use.
What if my device is lost, stolen, or breaks?
In this event, please contact IT immediately so that action may be taken to protect your account. If you have configured a backup device for your Duo account, use Duo Self-Service to remove the broken, lost, or stolen device.
If you cannot access Duo Self-Service at all, contact IT.
What if I get a new phone or need to re-register Duo?
If you have access to both the old and new phones at the same time, you can utilize Duo Self-Service to remove the old phone and register the new phone. If you are keeping the same phone number, you could use the text message or phone call option to get into Duo from your new phone and get yourself set up that way.
If you cannot access Duo Self-Service at all, contact IT.
I am not getting a push notification
Duo Push requires a stable Internet connection either through Wi-Fi or using your cellular data. Try to establish a good Internet connection first. When this is not working or not possible at the time, if you have a secondary authentication method configured, choose to have Duo send you a text message or phone call instead.
If you have an iPhone, you can use the following troubleshooting steps:
https://help.duo.com/s/article/2051?language=en_US
If you have an Android device, you can use the following troubleshooting steps:
https://help.duo.com/s/article/2050?language=en_US
My browser is giving me an error
This will depend on the type of error you are receiving. Some basic things to try first are to:
- Clear your Internet browser(s) cache and cookies, then close and reopen your browser.
- Restart the device(s) you are having issues with.
- Make sure your browser(s) are up to date.
- If you need more assistance, contact IT.
I am stuck trying to log into VMWare View and waiting for my prompt. What should I do?
When you first log into VMware View to try and access a virtual desktop, you will be asked for your PA College username and password. If you type in the wrong username and/or password, it will pause for a while before telling you “Access Denied”. Once the correct credentials are entered, you may see a screen like this:
You can choose to type in the passcode that displays in your Duo Mobile app or you can type in the number of one of the options listed and then select “Login”. For example, if you want to get a Duo Push, you type “1” and then click “Login”. The options are other ways to receive your Duo prompt for login like getting your push notification or text message. If you type in the correct passcode from your Duo Mobile app, you will be logged in. If you type in the number of an option, the option will process and you will receive your Duo prompt.