FAQs

I don't have a smart phone.  How do I use Duo?

• UTHSC does have some hardware tokens that can be used for 2FA if you do not have a smartphone. These tokens display a 6-digit number that changes every 30 seconds. You will need to have the token every time you sign into an application that uses DUO. Contact the ITS Service Desk at 901.448.2222 if a token device is necessary. You will be responsible for keeping up with the free token assigned to you. 

How Do I Change Settings or Enroll Another Device?

• Go to UT Password Management page and choose Manage Two-Factor Authentication. Log in with your NetID and password and authenticate with two-factor. Once you are in, you can Add, Modify, or Delete a Device and change your default preference.

I have a new phone or I never received a QR code. How do I reactivate Duo?

• Go to 2fa.utk.edu/restore, log in with NetID and password, then follow the instructions on the screen.

What Devices are supported by Duo and can I set up more than one device?

• Devices supported by Duo include the following:
  • Android
  • iPhone
  • Apple Watch
  • Windows Phone
  • Tokens
• During enrollment, you may see more device options, however UTHSC does not currently support any other device except for what is listed above.
  
• Yes, you can set up more than one device. Go to UT Password Management page and choose Manage Two-Factor Authentication. Log in with your NetID and password and authenticate with two-factor. Once you are in, you can Add, Modify, or Delete a Device and change your default preference.

How much data does a Duo Push use?

• Almost none. 500 pushes to your device will use 1 MB of data in total. This is roughly equivalent to loading one webpage on your smartphone.

Does installing the Duo Mobile app collect data or give up control of my phone?

• No. Duo Mobile has no access to change settings on your phone. Duo Mobile cannot read your emails, it cannot see your browser history, and it requires your permission to send you notifications. Lastly, Duo Mobile cannot remotely wipe your phone.

  The only information Duo Mobile collects is for the purpose of verifying the security of your device. Collected data includes your OS version, device encryption status, and screen lock. Duo uses this information to help recommend security improvements to your device and you are always in control of whether or not you take action on these recommendations.

If I have signed up for 2FA, can I sign up for the non-expiring password policy?

• Yes! After signing up for two-factor authentication, go to https://uthsc.edu/password/ and change your NetID password to a new 12-16 character password and you will no longer be prompted to change it.

 

Why does the Duo Mobile app need to access my camera?

• Duo Mobile only accesses your camera when scanning a QR code during activation.

What if I get a notification from Duo that I did not request?

• Use the “Deny” option if you did not initiate the request. UTHSC Security will investigate.

What if I don’t have a Wi-Fi connection or cellular reception? (This includes international travel)

• No problem. Tap the ˅ icon in the Duo Mobile app to generate an authentication passcode. You do not need an internet connection or a cellular signal to generate these passcodes.

What if my push alerts aren’t coming through?

• Try these easy troubleshooting steps for iOS and Android.
  Still not working?  Reactivate Duo Mobile or contact the UTHSC Helpdesk.

Do I need two-factor authentication to log into my computer?

• Only Office 365 and some system-wide applications, such as IRIS, use two-factor authentication currently.

I left my phone at home and can’t log in. What should I do?

• You have two options: 1) Return home and get your phone or 2) contact the UTHSC ITS Service Desk at 901.448.2222 for a temporary code.
  
  Note that option 2 is only available Monday - Friday 7:30 am CT to 5:30 pm CT. From 6:00 am to 7:30 am and 5:30 pm to 9:00 pm, the Helpdesk at UTK is available to assist in getting a temporary code. They can be reached at 865.974.9900 and are open 24 hours a day/7 days a week. The Service Desk will need to verify your identity before providing a code.

My bank uses text messages for two-factor? Why is that not an option?

• Text messages and telephone calls are features within the system. However, they are an additional cost. Other universities using these features pay up to an additional $250,000/year. UT has elected to use the more secure Duo Mobile app instead of enabling text messaging and telephone calls.

Who will be required to use two-factor?

• Anyone with a NetID and password, including faculty, staff, students, retirees, visiting scholars, contractors, and departmental accounts will be required to use two-factor for their O365 environment.

Can I borrow a hardware token?

• No. All UTHSC staff, faculty, and students may obtain a token at no cost. Provided tokens are yours to keep and use as needed.