Duo Two-Factor Authentication

Service Description

Duo Two-Factor Authentication (2FA) is a security service that can be added to your SJSUone account to protect your account from attacks.

Who can use Duo 2FA?

The CSU has licensed Duo 2FA for all CSU employees. The Chancellor’s office is currently exploring extending this license to include students.

How does Duo 2FA work?

Two-Factor Authentication combines something you know (your username and password) with something you carry (your Apple or Android smartphone or a hardware token) 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.

SJSU encourages you to use your smartphone and the Duo Mobile app as your second factor. It's quicker, easier and more secure than using a hardware token.

Duo 2FA for high-security applications

Applications that grant access to sensitive data will require Duo 2FA. If you are required to use Duo 2FA in your job, you will be informed before the service is added to your application or account.

If you are required to use Duo 2FA, you will be given the option of using the Duo Mobile app on your existing Apple or Android smartphone, or being issued a hardware token (key fob) for use with Duo 2FA. You will receive instructions on what to do to be activated using Duo Mobile or to request a hardware token.

Opt-in to Duo 2FA

You also have the option to add Duo 2FA to protect your whole account. To add Duo 2FA to your SJSUone Account using the Duo Mobile app (on your mobile phone), contact your desktop support technician or the IT Service Desk at 408-924-1530.

Setting up Duo 2FA

If you choose to authenticate with a hardware token (key fob), you will be told when your hardware token can be picked up from the IT Service Desk, on the first floor of Clark Hall. After your hardware token has been issued to you, you will have to use it every time you log into a protected application.

If you choose to authenticate with Duo Mobile on your Apple or Android smartphone, the final set-up is a self-service process. You'll be told that your service has been activated. At your next web log in, a series of prompts will guide you through the Duo Mobile enrollment process.

 

How long does it take to get Duo 2FA?

Adding Duo 2FA on to your account can usually be processed the same day you make your request.

How do I get support?

Contact the IT Service Desk at 408-924-1530. Because Duo 2FA is a security service, the IT Service Desk must confirm your identity before providing assistance.

Costs

Using the smartphone app factor is covered by the CSU master license.

Hardware tokens (key fobs) are purchased by SJSU. Your first token will be provided to you. Failed tokens may be exchanged for a new token. The replacement cost for a lost token is the employee's responsibility.

FAQ

  • 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 are unwilling to use your personal smartphone for the Duo Mobile app, you may request a hardware token (key fob) to use instead.
  • I can't get Duo push on my phone. How do I get in? There are several possible reasons you can't get a push. Try these steps:
    • Check your phone to ensure it's got a good cellular data connection. If it doesn't, and there's wi-fi, connect your phone to the wi-fi.
    • Open the Duo Mobile app on your phone. Sometimes "push" notifications don't push. Opening the app on your phone may be able to pull the notification, and still let you tap to validate.
    • 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 got a new phone, and need to set up Duo on it. How can I do that?
    • If you've 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.
  • I forgot my phone or key fob at home. How can I get in? 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, the service technician will provide you with a "bypass code" good for 24 hours.
  • My key fob stopped creating passcodes. What do I do? Bring your failed key fob to the IT Service desk on the first floor of Clark Hall. After they have confirmed your identity, they will replace it with a new one.
  • My key fob's passcodes stopped working. What do I do? 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 work with you to resync your key fob.

Additional Resources