Quick Links: | Policies | Using Duo | Alternative Duo Options | Miscellaneous FAQ's |
If your question or issue cannot be resolved following the instructions below, please contact IT Support Services for assistance. You can call 530-898-4357, or visit our office in Meriam Library Room 142.
Campus Policies with Duo
What is Duo Multifactor Authentication, and why is it important?
Duo Multifactor Authentication (MFA) adds a second layer of security to your Chico State account. In addition to your password, you'll verify your login using a registered device (typically your smartphone), so even if someone steals your password, they can't log in without your approval. MFA helps protect sensitive university data and keeps your account safe from phishing, hacking, and unauthorized access.
How does Duo Mobile work?
When you log in with your Chico State credentials, Duo sends a notification to your registered device. Simply tap Approve to confirm it’s you, and you’ll be logged in. If you weren’t the one trying to log in, you can hit Deny to block the attempt.
Who needs to use Duo, and what systems require it?
Duo is required for all active faculty, staff, emeritus, and students. Most campus systems, including the Chico State Portal, email, and Canvas, require Duo approval to ensure secure access.
Using Duo Multifactor Authentication
How do I enroll in Duo or manage my Duo devices?
For first-time Duo users, you should be prompted to set up the Duo Mobile app the first time you log into the Portal. You can also follow our guide for First-time Enrollment on our Knowledge Base.
If you are an existing user and you are trying to set up a new device or transfer devices, you have a few options:
- If you have your old device, you can log in, then click Manage devices on the Duo page. In-depth instructions can be found here: Access Your Duo Devices Page.
- If you have the same number, but a new device, you can:
- Send a text message to 1-877-529-8585 with the word DuoMobile and follow the prompts.
If you have a new number, please call IT Support Services to verify your identity and have your number updated.
What devices are supported by Duo, and how many can I register?
Duo lets you register multiple devices to ensure you can log in even if one becomes unavailable. We recommend enrolling at least two devices—for example, a smartphone and a hardware token—in case your phone is lost, damaged, or out of battery.
Duo currently supports the following devices:
- iOS Devices (iPhone, iPad, iPod)
- Android Devices (phone, tablet)
- Duo Hardware Tokens: Request a Duo Token
- Yubico and Feitian security keys (not provided by Chico State)
What do I do if the Duo Mobile App says Duo is disabled?
If you have recently switched devices, even if you keep the same phone number, your Duo account may display as "Disabled" in the Duo Mobile app. To resolve this, just re-enroll your device in Duo by following the steps above to Enroll a New Device.
Why am I being prompted for a Duo Bypass Code?
You may be prompted for a bypass code if you have not yet set up the Duo Mobile app. You can fix this by following the steps above to Enroll a New Device.
Can Duo remember my device so I don't get prompted every time?
To reduce how often Duo prompts you on a trusted device, select Yes, this is my device when logging in. This enables Duo's "Remember Me" feature, which typically suppresses prompts for most campus services for up to 7 days. This is not recommended for shared or public devices.
Limitations for this feature:
- Does not carry over to different computers
- Does not carry over between web browsers (e.g., Chrome to Firefox)
- May not be available for all campus services (e.g., high-security or Level 1 platforms)
Alternative Duo Options
I don’t have my Duo device with me. What are my options?
Visit IT Support Services in Meriam Library 142 to pick up a Duo Token.
If you are not on campus or are a remote student or employee, you can either call 530-898-4357 or use the "Live Chat" button on the IT Support Homepage. Please be prepared to complete a verification process.
Can I use Duo without internet, cell service, or data?
Yes! If you can’t receive a Duo Push, you can still use the Duo Mobile App to authenticate:
- Open the Duo Mobile app.
- Tap the Chico State account to view and copy the passcode.
- Log in to your Chico State account.
- Click the Duo Mobile passcode option on the Duo prompt screen.
- You may need to click Other Options to see this method.
- Enter the passcode from the app, then click Verify.
Alternatively, you can use a Duo token if you have one assigned to you:
- Log in to your Chico State account.
- Click the Hardware token option on the Duo prompt screen.
- You may need to click Other Options to see this method.
- Click the button on the hardware token, and a passcode should appear briefly.
- Enter the passcode from the token, then click Verify.
What if I do not have a mobile device, or my device is not updated enough to use the app?
If your device is on an older OS, we recommend making sure that it is completely up to date before trying to install the Duo Mobile App.
If that doesn't work or you do not have a smartphone or tablet, you can request a hardware token. Please note that this is only available for active faculty, staff, emeritus, and students upon request.
Other Frequently Asked Questions
I got a Duo Push notification, but I didn’t log in. What should I do?
This may mean someone is trying to access your account. Immediately:
- Tap Deny on the Duo push. If asked, "Was this a suspicious login?" click Yes.
- Log in to the Chico State Portal and change your password via Account Center.
- Contact IT Support Services at 530-898-4357 to secure your account.
My account is locked, and I can't sign in. What do I do?
Your account could lock for a variety of reasons, including too many incorrect password or Duo attempts. Here are a few things to try:
- Wait 5-10 minutes before trying again.
- Clear cache and cookies in your web browser.
- Ensure you are manually typing your password, not autofilling it.
- Autofill could be using an old password. Make sure you type your current password.
- Try Resetting Your Chico State Password (Portal Password).
If none of the above works, contact IT Support Services at 530-898-4357 to unlock your account. Please be prepared to be verified.
Why am I not receiving Duo Push notifications?
There are a few things you can check:
- Make sure Duo Push is selected as your login method.
- Confirm your device is on, not in Airplane Mode, and has Wi-Fi or cellular data.
- Ensure Duo Mobile notifications are turned on in your device settings.
- Open the Duo Mobile app. If the push appears there but not as a notification, adjust your phone’s notification settings.
If issues persist, you can try re-enrolling your device or contact IT Support Services at 530-898-4357.
My Duo Token isn't working. How can I fix it?
If your Duo hardware token isn’t working, it’s usually due to one of these issues:
My Duo token no longer gives me a code.
This likely means the battery has died (tokens can't be recharged). Bring your token to IT Support Services in Meriam Library 142 to exchange it for a new one.
The Duo token code isn't working to log in.
Your token may be out of sync with your Duo account. To resync it:
- Call IT Support Services at 530-898-4357.
- Let the technician know you need to resync your Duo token.
- They’ll ask you to generate and read three passcodes to resync it.
- Try your Duo token again to verify the passcode is working.
Still need help? Contact IT Support Services for further assistance.
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