2-factor Authentication, also known as Multi-Factor Authentication is a security measure that effectively proves that the person accessing your accounts is you, and not someone who has fraudulently obtained your password. Enrollment in Duo 2-factor authentication (2FA) is required to log into many Virginia Tech Web-based systems. To use websites and services that use Virginia Tech’s Login service, you are required to authenticate with a second factor.

Contents

Advanced Questions

• Can I Use 2-Factor without a Mobile Device?
• How Do I Reactivate Duo Mobile When I Can't Scan the QR Code?
• How Do I Log In without My Phone or Any 2-Factor Device if It Is Lost, Forgotten, Broken or Unavailable?
• How Can I Log In to a Connected Computer While My Phone is Not Connected to the Internet? (especially relevant for International / Overseas connections)
• What Do I Do about Duo Mobile App Connection Issues?
• What Do I Do when the Duo Window in the Browser Doesn't Load or Is Blank?
• How Can I Log in if the Account Was Accidentally Deleted or Removed from the Duo App?
• What Do I Do if I Accidentally Deleted or Removed My Second Factor Device?

Related Links - DUO Support [Non-VT]

• Documentation from Duo Support
• Using Duo 2-Factor Authentication
• Enrolling, Adding, Managing, or Removing a Duo 2FA Device

Can I Use 2-Factor without a Mobile Device?

Yes. Duo supports several methods. Also see How Many Devices/Factors Should I Enroll?

How Do I Reactivate the Duo Mobile App?

1. In your browser, open a new Chrome incognito / Edge inPrivate / Firefox private window.
2. When logging into a Virginia Tech 2FA protected website, enter username/password normally.
3. When the Duo screen with the three-digit code is presented, click on Other options.
4. At the bottom, click on Manage Devices.
5. Complete the authentication with your second factor to proceed.
6. Follow the instructions on the Reactivate Duo Mobile for an Existing Device page.

How Do I Log in without My Phone or Any 2-Factor Device if It Is Lost, Forgotten, Broken or Unavailable?

If you temporarily misplaced, broke, or otherwise can't use your 2FA device to authenticate:

1. Use your additional enrolled device, if applicable.
2. Otherwise, you must call 4Help at 540-231-4357 to get a bypass code. Bypass codes are not given online or by email.

How Can I Log in to a Connected Computer While My Phone is Not Connected to the Internet?

(especially relevant for International / Overseas connections)

When outside the continental United States, 4Help highly recommends Authenticating with a Passcode from Duo App, using Backup codes from the Virginia Tech website, or using a previously enrolled method.

(If you do not have access to any method of authenticating with a second factor, follow the instructions at Lost, Forgot, Broke, or Unavailable 2-Factor Device.)

If you anticipate needing to authenticate without internet or cellular service in the future, 4Help advises doing at least one of the following when you are on campus:

• Install the Duo Mobile app by following the instructions at Duo Mobile.
  • Anytime you are without internet or cellular connectivity, you can start the Duo Mobile app and generate a passcode by following the instructions at Duo Mobile Passcode. Even with your smartphone or tablet in airplane mode, you can start the Duo Mobile app and generate passcodes.
• Save (or write down) the list of 10 single-use passcodes generated by following the instructions at Print Passcodes from Virginia Tech Web Site.

What Do I Do about Duo Mobile App Connection Issues?

Occasionally, you may experience connectivity issues such as not receiving Duo Push notifications or timeout errors. This problem is often resolved by refreshing the Duo Mobile app. To do that, click the circular arrow in the upper right corner of the app.

What Do I Do when the Duo Window in the Browser Doesn't Load or Is Blank?

Go to the Duo Security Status webpage, and look for any interruption of service. If that webpage does not list any issues, then one of these conditions may be causing the problem:

• You have a firewall installed on your device preventing your browsers from reaching Duo.
• You have Parental Controls or other restrictions on your device preventing your browsers from reaching Duo.

If you have difficulty correcting these issues, contact 4Help by clicking Get Help at the top of this page or at http://4help.vt.edu.

How Can I Log in if the Account Was Accidentally Deleted or Removed from the Duo App?

• If you have another *previously-enrolled* device, use that for Duo login and re-enroll the deleted account:
  
  
  1. In your browser, open a new Chrome incognito / Edge inPrivate / Firefox private window.
  2. When logging into a Virginia Tech 2FA protected website, enter username/password normally.
  3. When the Duo login screen is presented, click on Other options.
  4. On the ‘Other options to log in’ screen, at the bottom, click on Manage Devices.
  5. Use the Duo Manage Devices screen to delete the second factor that you accidentally deleted the account on by following the instructions at Rename or Remove a Device.
  6. Add that device to your Duo account by following the instructions at Add or Manage Devices After Enrollment.
  7. Note that if you are overseas, these steps may not work. For more information, see Authenticating without Internet, Network, or Cellular Service (International / Overseas).
• If you do not have any previously enrolled second factor devices:
  
  
  1. You must *call* 4Help at 540-231-4357 and ask for a bypass code over the phone, since bypass codes cannot be sent via email or web browser. You will be required to confirm your identity through a video call.
  2. Once you log in using the bypass code, enroll an additional device by following the instructions at Add or Manage Devices After Enrollment.
  3. To avoid this problem in the future, we strongly recommend enrolling at least two devices.

What Do I Do After I Accidentally Deleted or Removed My Second Factor Device?

• If you have another *previously-enrolled* device, use that for Duo login and re-enroll the deleted device:
  
  
  1. In your browser, open a new Chrome incognito / Edge inPrivate / Firefox private window.
  2. When logging into a Virginia Tech 2FA protected website, enter username/password normally.
  3. When the Duo login screen is presented, click on Other options.
  4. Enroll the device by following the instructions at Add or Manage Devices After Enrollment.
  5. Please note that if you are overseas, the following steps may not work. For more information, see Authenticating without Internet, Network, or Cellular Service (International / Overseas).
• If you do not have any previously enrolled second factor devices:
  
  
  1. You must *call* 4Help at 540-231-4357 and ask for a bypass code.
  2. Once you log in using the bypass code, enroll an additional device by following the instructions at Add or Manage Devices After Enrollment.
  3. To avoid this problem in the future, we strongly recommend enrolling at least two devices.