Need Help with Duo?
Welcome to Baylor, Where We Duo!
Baylor protects its most vital, widely-accessed university and personal information resources with Duo two-factor authentication.
In response to the increase in cyberattacks, Baylor has expanded two-factor protection to most of our single sign-on services. This additional layer of protection provides insurance against threats to faculty, staff, and student personal information, sensitive research data, and other university information and resources stored within Box, Canvas, and on other online platforms.
Baylor ITS suggests that you use the Duo mobile app to authorize a Duo Push notification in order to access online campus resources. Leveraging the "remember me" feature within Duo, the app will remember your two-factor credentials for up to seven days when accessed from the same source (PC browser, tablet browser, mobile phone, etc.). You must use the same computer & same web browser in order for the "remember me" feature to function (the web browser also must not be in private or incognito mode). Please note: At this time, this new feature only works with Duo Push notifications, all other two-factor authentication methods will require you to provide a second factor at each login.
The Baylor Bookstore sells Duo Hardware Tokens. These are an alternative to needing a smart phone and/or a mobile device. If you would like one of these devices, please ask for a Duo Hardware Token in the Technology Section of the Baylor Bookstore. To register this token with your Duo account, please call the Help Desk at (254) 710-HELP (x4357) & tell them you purchased a Duo Hardware Token that you need connected to your BearID in Duo (we hope to have a self-enrollment website online in the future).
To use the hardware token, see the instructions for logging in with a hardware token.
1. What is two-factor (Duo) authentication and why is Baylor implementing it?
Passwords are becoming increasingly easy to compromise. They can often be stolen, guessed, and hacked -- you might not even know who else has your password and is accessing your account. Duo two-factor authentication adds a second layer of security to your account to make sure that it stays safe, even if someone else knows your password, by using your phone or other device to verify your identity. You will be alerted right away (on your phone - mobile or landline - or tablet) if someone tries to log in using your password. This prevents anyone but you from accessing your accounts.
2. How do I get Duo?
Duo's self-enrollment process makes it easy to register your phone or tablet and install the application on your device. To begin the enrollment process, please see the First-Time Enrollment Guide for device-specific installation instructions.
3. What if I do not have a mobile phone?
You can use a landline or a tablet. Duo also lets you link multiple devices to your account, so you can use your mobile phone, a landline and/or tablet.
4. What if I lose my mobile phone or it is stolen?
Contact the Help Desk via email or call 254-710-4357 immediately if you lose your phone or suspect that it has been stolen. The device will be disabled for authentication and you will be assisted in enrolling another phone/device. While it is important that you contact the Help Desk if you lose your phone, remember that your password will still protect your account.
First try using the Duo Mobile Passcode option inside the Duo Mobile App to replace Push notifications if you experience issues with Push. To access the Duo Mobile Passcode, click the Key icon next to the Baylor University entry inside Duo Mobile.If the passcode option does not work, then you will need to re-enroll your device to reset the Duo Mobile Apps connection via these instructions: Re-Enroll a Device in Duo to reset the Duo Mobile App Connection (same instructions as if you get a new device with the same phone number).
7. How many chances will I get to authenticate?
You will have many chances to authenticate a request. After you have exceeded the number of chances, your two-factor authentication will be deactivated and you will not be able to access the system you are attempting to log into. This lock out will expire in 5 minutes or you may call the Help Desk at 254-710-HELP (4357) for further assistance.
8. What systems utilize Duo two-factor authentication?
BearWeb, Canvas, Box, VPN, Banner, and other services that use the Shibboleth login all use Duo two-factor authentication.
9. What should I do if I get an authentication message and I am not trying to log in?
Deny the request and report the incident to the Help Desk immediately via email or by calling 254-710-4357.
10. How do I connect to VPN using Duo Two Factor authentication?
You can connect to VPN using these instructions:
VPN using GlobalProtect
11. I am getting a message that I am locked out. What do I do?
Your account will lock when there are too many failed attempts to authenticate. The lock out time is set to 5 minutes and then your account will reset back to active status for you to log in. If you need assistance or wish to have your account immediately unlocked, please call the Help Desk at 254-710-HELP (4357).
12. Can I opt out of Duo?
No. Two-factor authentication adds a second layer of security to our online accounts. In an effort to keep the university systems and your personal account information secure, we are enabling two-factor authentication on selected services.
13. What if I don't have a cell phone, landline, or a tablet for a secondary device?
Hardware tokens can be purchased from the Baylor Bookstore - Technology Desk ($35 plus tax). These are devices that are approximately the size of a key fob that you will carry with you at all times. When you need to authenticate, you will use the device to generate a code to enter at log-in. Contact the Help Desk at 254-710-4357 after purchasing the token so it can be associated with your account.
14. What if the "remember me" feature is not working?
Make sure that your web browser is not in private or incognito mode (cookies must be enabled/allowed for this feature to work). If this doesn't work, contact the Help Desk at 254-710-4357.
If you are travelling internationally & have questions about how Duo will operate outside of the United States please see this page. If your question is not answered please call the Help Desk at (254) 710-HELP (4357) or email them at firstname.lastname@example.org as we will be updating the information below as needed.
16. Why am I seeing a gray screen instead of the Duo prompts on my iOS devices?
If you see a gray screen instead of the Duo prompts on your iPhone, iPad, or other iOS device, see these instructions.
17. Duo appears to be in a loop. It jumps from the log-in screen to the application and then back to the log-in screen. How can I fix this?
If you are using the Safari Browser (or it will sometimes happen in Chrome, as well) & Duo seems to loop from the Duo authentication screen into the app/service & then right back to the Duo prompt, please try one of the solutions below.
18. Why am I getting a "Session Expired" error when I try to authenticate?
This occurs on some iOS devices. To navigate past this error, see these instructions.
Updated March 5, 2019