{"id":1432,"date":"2021-03-13T08:26:43","date_gmt":"2021-03-13T14:26:43","guid":{"rendered":"http:\/\/sites.augsburg.edu\/it\/?page_id=1432"},"modified":"2023-01-10T13:21:25","modified_gmt":"2023-01-10T19:21:25","slug":"mfa-troubleshooting","status":"publish","type":"page","link":"https:\/\/sites.augsburg.edu\/it\/mfa-faq\/mfa-troubleshooting\/","title":{"rendered":"MFA Troubleshooting Guide"},"content":{"rendered":"<h2><span style=\"font-weight: 400;\">What can I do if I am locked out of Duo?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">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 or the TechDesk.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">How can I prevent future lock outs in Duo?<\/span><\/h2>\n<p>There are a few common causes of lockouts in Duo, which we&#8217;ll describe below.<\/p>\n<h3>Don&#8217;t save your password in OpenVPN.<\/h3>\n<p>Allowing your VPN application on your computer to save your password will typically cause lockouts.\u00a0 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.<\/p>\n<ul>\n<li>To resolve this, simply uncheck the &#8220;Save Password&#8221; checkbox the next time you manually launch your OpenVPN application on your computer.<\/li>\n<\/ul>\n<h3>Disable Silent Connection<\/h3>\n<div>The &#8220;Silent connection&#8221; 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.<\/div>\n<div><\/div>\n<ul>\n<li>Windows: Right-click on the OpenVPN icon and choose &#8220;Settings&#8230;&#8221; Uncheck &#8220;Silent Connection&#8221;. Click OK<\/li>\n<\/ul>\n<h3>Update your OpenVPN Config File.<\/h3>\n<p>Prior to the implementation of Duo, OpenVPN configuration files included settings that may cause unintended lockouts in Duo.\u00a0 If you used Open VPN prior to March 1st<\/p>\n<ul>\n<li>To download and an updated configuration file, you can\u00a0<a href=\"https:\/\/remote-portal.augsburg.edu\/\"><span style=\"font-weight: 400;\">download it here.<\/span><\/a>\n<ul>\n<li>Please note that you will need to approve your login request with Duo, in order to get to the config file.<\/li>\n<\/ul>\n<\/li>\n<li>Additional installation instructions can be found at <a href=\"https:\/\/go.augsburg.edu\/vpnconfigpc\">https:\/\/go.augsburg.edu\/vpnconfigpc<\/a><\/li>\n<\/ul>\n<h3>Enable Notifications on your mobile device.<\/h3>\n<p><span style=\"font-weight: 400;\">Since manufactures each handle this differently, find the steps below that most closely match what you see in your mobile device.\u00a0 If you need further assistance, please reach out to your LFC or the TechDesk<\/span><\/p>\n<p><b>iPhone instructions:<\/b><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Make sure that Do Not Disturb is off and that your phone is not on silent.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Make sure you are connected to a Wi-Fi or cellular network.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To enable notifications for Duo, go to Settings &gt; Notifications, select the app, and make sure that Allow Notifications is on.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If you have notifications turned on for an app but you&#8217;re not receiving alerts, you might not have Banners selected.\u00a0 Go to Settings &gt; Notifications, select the app, then select Banners.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Make sure that you\u2019re signed in to your Apple ID.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">If you\u2019ve recently installed an app or restored from a backup, you may need to open the Duo app to start getting notifications.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/support.apple.com\/en-us\/HT201925#:~:text=Go%20to%20Settings%20%3E%20Notifications%2C%20select%20the%20app%2C%20and%20make,the%20app%2C%20then%20select%20Banners.\">More information about notification on iPhone<\/a><\/p>\n<p><b>Android Instructions<\/b><\/p>\n<p><b>Option 1:<\/b><span style=\"font-weight: 400;\"> In your Settings app<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Make sure that Do Not Disturb is off and that your phone is not on silent.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Open your phone&#8217;s Settings app.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tap Apps &amp; notifications and then Notifications.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Under &#8220;Recently sent,&#8221; find apps that recently sent you notifications.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To find more apps, tap See all.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tap Advanced.<\/span><\/li>\n<li aria-level=\"1\">You can turn off all notifications for a listed app. To pick specific categories of notifications, tap the app&#8217;s name.<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Tip: If you don&#8217;t see &#8220;Recently sent,&#8221; you&#8217;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.<\/span><\/p>\n<p><b>Option 2<\/b><span style=\"font-weight: 400;\">: Enable in Notifications<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Make sure that Do Not Disturb is off and that your phone is not on silent.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To find your notifications, from the top of your phone screen, swipe down.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Touch and hold the notification, and then tap Settings .<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Choose your settings:<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To turn off all notifications, tap Notifications off.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Turn on or off notifications you want to receive.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To allow notification dots, tap Advanced, then turn them on.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Settings can vary by phone. For more info, <\/span><a href=\"https:\/\/support.google.com\/android\/answer\/3094742\"><span style=\"font-weight: 400;\">contact your device manufacturer<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/support.google.com\/android\/answer\/9079661?hl=en#zippy=%2Cchange-notifications-for-your-phone%2Cturn-notifications-on-or-off-for-certain-apps\">More information about notifications on Android<\/a><\/span><\/p>\n<h2><span style=\"font-weight: 400;\">What are other things I can do to keep my account secure?<\/span><\/h2>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Never accept an unsolicited push request<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If you lose your phone or token, contact your LFC or the TechDesk.<\/span><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>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 or the TechDesk. How can I prevent future lock outs in Duo? There are a few common causes of &hellip; <a href=\"https:\/\/sites.augsburg.edu\/it\/mfa-faq\/mfa-troubleshooting\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;MFA Troubleshooting Guide&#8221;<\/span><\/a><\/p>\n","protected":false},"author":128,"featured_media":0,"parent":1366,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1432","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/sites.augsburg.edu\/it\/wp-json\/wp\/v2\/pages\/1432","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sites.augsburg.edu\/it\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sites.augsburg.edu\/it\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sites.augsburg.edu\/it\/wp-json\/wp\/v2\/users\/128"}],"replies":[{"embeddable":true,"href":"https:\/\/sites.augsburg.edu\/it\/wp-json\/wp\/v2\/comments?post=1432"}],"version-history":[{"count":10,"href":"https:\/\/sites.augsburg.edu\/it\/wp-json\/wp\/v2\/pages\/1432\/revisions"}],"predecessor-version":[{"id":1667,"href":"https:\/\/sites.augsburg.edu\/it\/wp-json\/wp\/v2\/pages\/1432\/revisions\/1667"}],"up":[{"embeddable":true,"href":"https:\/\/sites.augsburg.edu\/it\/wp-json\/wp\/v2\/pages\/1366"}],"wp:attachment":[{"href":"https:\/\/sites.augsburg.edu\/it\/wp-json\/wp\/v2\/media?parent=1432"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}