Multi-Factor Authentication (MFA): Troubleshooting
Error: Access is not allowed because you are not enrolled.
If you have attempted to sign on to a web site which is protected by Multi-Factor Authentication (MFA) and you have not yet registered any devices, you may see the following error message:
This error indicates that you have not yet registered (enrolled) a device for Multi-Factor Authentication.
To register a device, click on the "Register/Manage Devices" link below the error.
For more information, see our Getting Started knowledge article.
What do I do if my device is not available (e.g., lost cell phone)?
As a preventative measure, we recommend that you also select a backup device in case your primary device becomes unavailable.
If you have not selected a backup device or your backup device is also unavailable, please contact the UT Service Desk for help.
What if I don’t have Wi-Fi?
The MFA service does not require Wi-Fi.
The Duo Mobile application for your smartphone or tablet can generate a passcode which may be used to sign on.
You can register a feature phone (i.e., a non-"smart" cell phone) or your land line to work with automated voice calls.
You can also register your feature phone for text messages (SMS).
There are also options such as Touch ID and security keys.
For additional assistance with selecting a device, please call the UT Service Desk.
Your EID does not meet the requirements to use the Duo Self-Registration Portal.
Access to the university's instance of Duo is limited to students, faculty, and staff.
If you believe that you should have access, please double-check to ensure that you are using the correct UT EID.
If you require additional assistance, please contact the UT Service Desk.
My MFA account seems to have disappeared. What happened?
If you have not successfully authenticated in 180 days, the system will consider your account to be inactive. If this happens, your account will be automatically removed.
If this happens, you may simple re-create your account using the instructions on our Getting Started knowledge article.
If your account has been automatically removed and you were previously using a hardware token or using a YubiKey to generate One Time Passcodes (OTPs - a pseudo-randomly-generated sequence of numbers), please call or visit the UT Service Desk to have your device re-connected to your account.
I have stopped receiving push notifications on Duo Mobile.
In order to save battery life, some smartphones will stop an application from running under various conditions. If you open the Duo Mobile application on your device, you should receive the prompt within a few seconds.
You may have trouble receiving push requests if there are network issues between your phone and our service.
Many phones have trouble determining whether to use the Wi-Fi or cellular data channel when checking for push requests, and simply turning the phone to airplane mode and back to normal operating mode again often resolves these sort of issues, if there is a reliable internet connection available.
Similarly, the issue may be resolved by turning off the Wi-Fi connection on your device and using the cellular data connection.
Also, check the time and date on your phone and make sure they are correct. If the date and time on your phone are manually set, try changing your device's configuration to sync date and time automatically with the network.
If neither of these suggestions work, please contact the UT Service Desk at +1 512-475-9400 to request re-activation of Duo Mobile. You can log in with a pass code generated by the Duo Mobile app and send a new activation link to your phone. See Duo’s Managing Your Devices documentation for additional instructions.
I'm stuck in a loop trying to manage my devices.
Duo Security has a feature you may enable where it will automatically send your device an authentication request when you visit a page that requires authentication.
If you have enabled this feature, when you visit the Self-Registration Portal, you may automatically receive an authentication request on your device which, if accepted, will direct you to a page where you cannot manage your devices.
- If you are prompted to log in on the self-registration portal, do not log in. Instead, click on the Cancel button in the blue banner.
- Then, you may click on the My Settings & Devices or Add a new device link as needed.
If you wish to turn off the automatic request feature, you may do so from the My Settings & Devices page. Simply uncheck the box next to Automatically send me a and click the green Save button.
More troubleshooting articles.
From our vendor:
- Can Duo's Remembered Devices feature work if third-party cookies are blocked?
- Can I back up Duo Mobile?
- Can I complete Duo authentication if my phone or tablet does not have Internet access or network signal?
- How do I access the Self-Service Portal if I have auto-push enabled?
- How do I select the "Remember me for..." checkbox if the Duo Authentication Prompt is automatically sending a push?
- Troubleshooting Duo Push notification issues on Android devices
- Troubleshooting Duo Push notification issues on iOS devices
- When do passcodes generated in Duo Mobile expire?
- Why do Duo Push notifications fail if device time is set manually?
- Why do Security Keys and Touch ID only work in certain browsers?
Do not use the comments box below to request technical support. Please contact the UT Service Desk for assistance.