Duo - FAQs regarding deprecation of telephony authentication

Tags duo 2fa

Q. What changes are being made to Duo authentication?

Telephony (phone call & SMS message) methods will be removed as an option for two-factor authentication when accessing University services.

Q. Why are these options by phone being disabled?

Text and/or phone authentication has proven to be the least secure methods available and is a commonly used attack vector by threat actors. Since the goal of using Duo two-factor authentication is to keep University services secure, we also want to be using the most secure methods of authentication. Most importantly, to meet future compliance and regulatory requirements, the university must support phishing-resistant two-factor methods.

Q. When will this change occur?

The discontinuation of service is planned for Summer 2024. We encourage users to use Duo Push by downloading the Duo Mobile app and begin using it as soon as possible.

Q. How does the change impact me?

If you're accustomed to receiving a phone call or SMS message as an authentication method into University services, those options will no longer be available. Please begin using the Duo Mobile App instead, where you will begin receiving push notifications or passcodes in order to authenticate.

Q. Who does this change apply to?

All NU employees, students and alumni.

Q. What is the recommended change?

Please begin using the Duo Mobile App as soon as possible, where users will begin receiving push notifications or passcodes in order to authenticate.

Q. How do I download the Duo app?

Step by step instructions are available in Duo’s guide.

Q. Is Duo mobile app compatible with my smartphone/device?

Duo Mobile supports

  • Android 10.0 and greater

  • Android Go 10.0 and greater

  • iOS 15.0 and greater


  • Users on Android versions 9 and older, or versions iOS 14 and older will not be able to download the latest version of Duo Mobile from the Play Store.

  • Duo Mobile is not supported for use on ChromeOS or Huawei.

Q. What if I don’t have a smart phone?

Hardware (FIDO) tokens– which may be obtained at a NU ITS Help Desk location - are viable alternatives for individuals without a smart phone. You can also use a cell or wi-fi enabled tablet device.

When purchasing a security key, ensure its compatible with your USB port due to the form-factor of USB Type-A and USB Type-C.

Q. Will using Duo on my smart phone use data?

In responding to a Duo authentication push on your smartphone, minimal data is consumed: Duo Data Usage.

Q. How does Duo address privacy?

Duo Mobile cannot see your user data like your contacts, it cannot read your text messages, it cannot access your photos (but it can use your camera to scan a QR code if you explicitly allow that permission), it cannot access your files, it cannot erase your device, it cannot see information about other applications on your device. Duo Mobile cannot track your location. In general, the only personal data that Duo Mobile knows about you are the service accounts that you explicitly add to Duo Mobile. However, we do not track any personal data about these accounts -- only the name of the service. For more information visit: Duo Mobile Privacy Information

Q. What happens if I get a new phone, lose my phone, or replace my phone?

Through Duo Restore, there are options for device recovery, such as backup codes or administrator assistance. Please see this guide on how to enable Duo Restore:

Q. Will there be an exception process?

No. The vast majority of users will be able to take advantage of an alternative Duo authentication method such as Duo app or security key.

Extenuating circumstances made known to a NU ITS Help Desk location will be evaluated on a case-by-case basis and escalated to NU ITS leadership as needed.

Q. Do I need to re-register my devices at this time?

Before you remove telephone (call/text) options of Duo you will want to first download and begin using the Duo mobile app for authentication. There is a Duo device management portal found on TrueYou Self Service.

Q. Can I use the Duo app for personal accounts outside of work?

Yes! Duo Mobile is a third-party app currently utilized by the University for two factor authentication. This does not restrict usage of the app for other personal services requiring two factor connections.

Q. What support options are available if I encounter issues with the Duo mobile app for authentication?

The Duo Mobile app includes a troubleshooting feature.

  1. Open Duo Mobile on your device.

  2. Expand the menu in the top left.

  3. Select Troubleshooting.

You are also encouraged to contact a NU ITS Help Desk location for assistance.

0% helpful - 2 reviews
Print Article


Article ID: 174
Thu 3/21/24 2:51 PM
Fri 5/10/24 8:18 AM

Related Articles (1)

Instructions for setting up the Duo Mobile app

Related Services / Offerings (1)

Extra layer of login protection provided by Duo.