MFA Troubleshooting Guide

What can I do if I am locked out of Duo?

If you find yourself locked out of Duo, your two options are to wait 15 minutes for the lockout to clear or contact your LFC.

How can I prevent future lock outs in Duo?

There are a few common causes of lockouts in Duo, which we’ll describe below.

Don’t save your password in OpenVPN.

Allowing your VPN application on your computer to save your password will typically cause lockouts.  This happens if your computer remains on and connected to VPN when the Duo authorization expires, causing the VPN to attempt to log you back in without you knowing it.

  • To resolve this, simply uncheck the “Save Password” checkbox the next time you manually launch your OpenVPN application on your computer.

Disable Silent Connection

The “Silent connection” setting allows the OpenVPN client to try to connect in the background, including when your computer is asleep. Disabling this setting will display a prompt before you connect to the VPN and reduce lockouts.
  • Windows: Right-click on the OpenVPN icon and choose “Settings…” Uncheck “Silent Connection”. Click OK

Update your OpenVPN Config File.

Prior to the implementation of Duo, OpenVPN configuration files included settings that may cause unintended lockouts in Duo.  If you used Open VPN prior to March 1st

  • To download and an updated configuration file, you can download it here.
    • Please note that you will need to approve your login request with Duo, in order to get to the config file.
  • Additional installation instructions can be found at https://go.augsburg.edu/vpnconfigpc

Enable Notifications on your mobile device.

Since manufactures each handle this differently, find the steps below that most closely match what you see in your mobile device.  If you need further assistance, pleas reach out to your LFC

iPhone instructions:

  • Make sure that Do Not Disturb is off and that your phone is not on silent. 
  • Make sure you are connected to a Wi-Fi or cellular network. 
  • To enable notifications for Duo, go to Settings > Notifications, select the app, and make sure that Allow Notifications is on.
  • If you have notifications turned on for an app but you’re not receiving alerts, you might not have Banners selected.  Go to Settings > Notifications, select the app, then select Banners.
  • Make sure that you’re signed in to your Apple ID. 
  • If you’ve recently installed an app or restored from a backup, you may need to open the Duo app to start getting notifications.

More information about notification on iPhone

Android Instructions

Option 1: In your Settings app

  • Make sure that Do Not Disturb is off and that your phone is not on silent. 
  • Open your phone’s Settings app.
  • Tap Apps & notifications and then Notifications.
  • Under “Recently sent,” find apps that recently sent you notifications.
  • To find more apps, tap See all.
  • Tap Advanced.
  • You can turn off all notifications for a listed app. To pick specific categories of notifications, tap the app’s name.

Tip: If you don’t see “Recently sent,” you’re using an older Android version. Instead, tap App notifications and tap an app. You can turn notifications, notification dots, and notification categories on or off. If an app has categories, you can tap a category for more options.

Option 2: Enable in Notifications

  • Make sure that Do Not Disturb is off and that your phone is not on silent. 
  • To find your notifications, from the top of your phone screen, swipe down.
  • Touch and hold the notification, and then tap Settings .
  • Choose your settings:
  • To turn off all notifications, tap Notifications off. 
  • Turn on or off notifications you want to receive.
  • To allow notification dots, tap Advanced, then turn them on.

Settings can vary by phone. For more info, contact your device manufacturer.  

More information about notifications on Android

What are other things I can do to keep my account secure?

  • Never accept an unsolicited push request
  • If you lose your phone or token, contact your LFC.