Troubleshoot DUO Authentication

Overview

Use this guide if you are experiencing problems with DUO authentication, including missing authentication requests, expired requests, or a new or replacement device.

DUO push not received

If you are expecting a DUO authentication request but do not receive one:

1. Make sure your registered device has an internet connection.
2. Open the DUO application and check for a pending request.
3. Make sure notifications are enabled for DUO on your device.
4. Return to the sign-in page and try again.
5. Confirm that you are using the device registered to your account.

If the issue continues, contact the Help Desk.

DUO request expired

If your DUO authentication request expires:

1. Return to the P1 sign-in page.
2. Start the sign-in process again.
3. Check your registered device for the new DUO request.
4. Approve the request only if you initiated the sign-in.

DUO on a new or replacement device

If DUO is registered to a device you no longer use or cannot access, contact the Help Desk for assistance updating your authentication method .

WARNING

Security warning: Never approve a DUO request that you did not initiate. Deny unexpected requests and report suspicious activity through the appropriate support channel .

Need more help?

If these steps do not resolve the issue, contact the Help Desk. When contacting the Help Desk, use the email address associated with your P1 account whenever possible and include:

• A short description of the problem.
• The exact error message you receive.
• A screenshot of the error, if available
• The troubleshooting steps you have already completed.

DANGER

Never provide your DUO credentials, password, authentication codes, or other authentication secrets in a support request.