Troubleshooting Duo

If you are a supplier requesting assistance with a supplier portal password reset or multifactor authentication, please contact suppliercare@georgetown.edu.

I get a “No Internet Connection” error message on my device when I try to log in using Duo.

This message means that your device is not currently connected to the Internet; your device needs to be connected to the Internet to receive Duo notifications.

To correct this and log in to your application, perform the following:

Tap OK in the No Internet Connection error message on your device.
Tap Go to Settings.
In Settings, navigate to Wi-Fi, and then tap the slider to enable Wi-Fi and connect to any available network. (Note: If you don’t have Internet access, you can authenticate by using the option to obtain a passcode.)
On your computer, click Try again when you see the following screen displayed.
Wait for the Duo notification to be displayed on your device, and then tap on the notification.
Tap Approve from the Duo Mobile app to complete the authentication.

You should now be logged in to your application.

I don’t have my device with me to log in to my Gmail.

If you don’t have your device, and you previously added/registered another device to your Georgetown Duo account, you can log in using that other device.

Note: If you’ve registered only the single device, contact the Georgetown University Service Center for assistance by going to help.georgetown.edu.

I don’t have my device with me and I’m traveling.

If you don’t have your device and you’re away, you can log in to Duo by entering a passcode.

Open the login page of the application (e.g., Gmail, GMS) you want to log in to.
Enter your NetID and password when prompted.
On the Duo authentication screen, click Enter a Passcode. (Note: If you have Duo set up to perform Send Me a Push automatically, just click Dismiss, and then click Enter a Passcode.)
On the Duo authentication screen, enter the last 9 digits of the number on your GOCard. You can locate the number as shown in the examples below.

Note: If this number isn’t printed on your GOCard, contact the Georgetown University Service Center at help.georgetown.edu to get a passcode.
Click Log In. Duo will log you in to your application.

When I try to log in to my application, I don’t receive any push notification on my device.

If you’re not receiving push notifications, you might not have notifications turned on for the Duo Mobile app on your device.

To turn on Duo notifications for your device, perform the following:

Apple (iOS)

Tap Settings.
In the “Settings” screen, tap Notifications.
Tap on the Duo Mobile listing.
In the “Duo Mobile” screen, move the slider next to Allow Notifications to turn on notifications.

Android

Tap Settings.
In the “Settings” screen, tap on Notifications.
In the “Notifications” screen, tap on the Duo Mobile app listing. (If Duo Mobile isn’t listed, tap See all. If Duo Mobile still isn’t listed, tap on the down-pointing arrow next to Most recent, and then tap All from the drop-down.)
In the “Duo Mobile” screen, tap on the slider next to Show notifications to turn on notifications.

I just got a new replacement phone. How do I set it up in Duo?

If you obtained a new device, such as the latest model iPhone, that replaces another device you owned and that you previously registered in your Duo account, and if the replacement device has the same phone number as the older device, then you’ll need to reactivate the new device.

I don’t have access to the Internet and need to access my application.

If you don’t have access to the Internet, you can generate a temporary passcode in Duo in order to authenticate.

I’m having trouble logging in to a legacy application.

With a legacy application, such as MyAccess and the Eventspace Room/Space Reservation System, you will not see the standard GU login page, and Duo will not be displayed on your computer when you enter your credentials (you’ll have to check your device for a Duo notification). If you cannot authenticate to one of these GU legacy applications, you can use as a temporary workaround what’s called a “complex login” (see below).

Complex Login to a Legacy Application

To authenticate using a complex login, enter the following in the password field (no spaces): your NetID password, a comma, and then the last 9 digits of the CARD number on your GOCard.

Note: If you don’t have your GOCard or mobile device with you, contact the Georgetown University Service Center for assistance by going to help.georgetown.edu.