Frequently Asked Questions
What is a bypass code?
A bypass code is a numerical passcode for DUO authentication issued and used on a temporary basis.Why do I need a bypass code?
Bypass codes are intended for users awaiting a replacement device for use of DUO Mobile, or users outside the United States. Users may also be prompted for a bypass code if they encountered an error with account setup or if they set up their account with a fingerprint ID or other device keychain.
How do I get a bypass code?
Contact the IT Service Desk. After they have confirmed your identity, the service technician will provide you with a "bypass code" good for 8 hours.
What is a hardware token (fob)?
A fob is a physical device about the size of a human thumb that produces a six-digit code when the button is pressed that lasts for around ten seconds. The device does not require an internet connection, but can get out of sync if the button is pressed too many times in succession. If the code does not work when entered, the fob will need to be re-synced by a DUO admin.
How do I get a hardware token (fob)?
If you happen to lose or have a broken FOB you will need to ask for a replacement. If you lost the FOB, you may need to pay for it, check with Service Desk staff for an update. If the FOB is broken or the battery does not work, you can have it replaced for free, by contacting IT Service Desk during our business hours.
Is there a demo for setting up DUO?
The Service Desk has a video demo that can be found here.
Why is my San Jose State account listing grayed out on my DUO app?
An account listing greyed out within the DUO app denotes a failed account transfer (a "DUO Restore") between devices.
What do I do if my San Jose State account is grayed out on my DUO app?
The affected account listing will need to be restored or reset by a live agent at the Service Desk.
