Q&A Duo MFA For Students

How does Duo MFA work?

Two-Factor Authentication combines something you know (your username and password) with something you carry (via an app on your smartphone) to ensure that only you can log in to your SJSUOne account. After entering your username and password you will be prompted to confirm your login using your device.

Who should use Duo MFA?

All SJSU Staff and Faculty accounts are now protected by Duo. It is our goal to have all SJSU students protected with Duo by the end of May, 2021.

Setting up Duo MFA

Register for Duo by visiting the Student Duo Registration page and follow the instructions provided.

How long does it take for Duo MFA to be enabled after I register?

After you register, Duo should be enabled for your account within one hour. At your next login, a series of prompts will guide you through the Duo Mobile enrollment process.

Additional Resources

• Read Duo's Guide to Two-Factor Authentication
• Duo's YouTube Channel contains instructional videos on how to take advantage of Duo MFA

Support

Contact the IT Service Desk at 408-924-1530.
Because Duo MFA is a security service, the IT Service Desk must confirm your identity before providing assistance.

Frequently Asked Questions

• Do I need a smartphone to use Duo?

  • If you have no smartphone, your smartphone is too old (iOS 8 and older or Android 5 and older), or you would prefer not to use your personal smartphone with the Duo Mobile app, you may request a hardware token (key fob) to use instead by contacting the IT Service Desk at 408-924-1530.

• I can't get a Duo push on my phone. How do I get in?

  • There are several possible reasons you can't get a push. Try these steps:

    1. Check your phone to ensure it has a good cellular data connection. If it doesn't, and there's Wi-Fi available, connect your phone to WiFi.
    
    2. Open the Duo Mobile app on your phone. Sometimes "push" notifications don't push. Opening the app on your phone may allow you to access the notification directly, and still let you tap to validate.
    
    3. If your computer has a wired network connection, but your phone has no data connection, you can still use the "enter a passcode" option. Open the Duo Mobile app on your phone and tap the "key" icon to generate a passcode.

• What do I do if I get a Duo push notification when I'm not trying to log in?

  • Tap the big red "Deny" button. Please tap the "Deny" button. You'll notify us that someone is trying to get into your account and that someone isn't you. 

• What is the "Duo Restore" option in the Duo Mobile app?

  • Duo Restore allows you to save your Duo Mobile app settings to Google Drive. Visit the Guide to the Duo Restore feature for Duo Mobile account recovery page for more information.

• I have a new phone, and need to set up Duo on it. How can I do that?

  • If you have set up Duo Restore, you may be able to use Duo Restore to recover your settings to your new phone.
    

    If you still have your old phone and can connect it to Wi-Fi, you can use it to get to the Duo "settings" page during login. From there, you can manage your devices and register a new phone.
    

    If for any reason you are unable to complete a self-service transfer, contact the IT Service Desk at 408-924-1530, or visit them on the first floor of Clark Hall. After they have confirmed your identity, they will delete your old device from Duo so you can enroll your new device.