2-Step FAQ

Frequently Asked Questions

Common Issues

• I left my phone or hardware token at home.

• My phone was lost or stolen.

• Why am I having trouble receiving Duo Push notifications?

• I have a new phone with the same number. How do I reactivate Duo?

• I got a new phone and can't get past the 2-Step to add a new device. What should I do?

• I use Citrix to access my applications. When I log into an application, I get the CAS screen but it hangs afterwards. What should I do?

• I'm not sure I enrolled properly. How do I test it?

• Why did the “Yes, trust browser” option forget me?

• "Yes, trust browser" doesn't work on my Apple device or Safari web browser

• My Duo app doesn't have an option to add accounts as detailed in the instructions.

General

• I enrolled in 2-Step, but the CAS (or CalNet) login screen still says that I need to enroll. What do I do?

• Do I need to do a second-step verification every time I log in to CalNet?

• Can I use Google Authenticator to generate codes instead of using the Duo Mobile app?

• Does 2-Step Verification work with SPAs (Special Purpose Accounts)?

• Will Duo work on a private network?

• After enabling 2-Step, I received an email with the warning: "Be careful with this message. It contains content that's typically used to steal personal information." Should I be concerned?

• Which web browsers can I use for 2-Step?

• Even though I check the "Yes, trust browser" box, I still get challenged for 2-Step each time I authenticate. Why?

• Can I still use 2-Step on my account when I leave the university?

• What precautions do I need to take before traveling abroad?

• Doesn't “Yes, trust browser” defeat the purpose of 2-Step?

• When I try to log on to CAS on my mobile device, the 2-Step screen displays an empty white box.

• I recently graduated. Why am I still being required to perform 2-Step?
• Can I back up and restore 3rd party accounts using Duo Mobile?
• How do I delete old 2-Step devices?
• I am an alumnus who was not required to 2-Step. Recently, I was prompted to 2-Step again. Why is this?
• Are alumni eligible for 2-Step or 2FA?
• How long do single use passcodes or bypass codes last?

Universal Prompt

• How do I check the box to “Remember me for 30 days”?
• Duo keeps prompting me to use a device I no longer have or don’t want to use. How do I change that?
• How do I add a new device to my 2-Step account?
• How does Duo know how to choose what device to use to complete a 2-Step?

Retirement of 2-Step Phone Calls

• Why am I being sent a reminder that phone call verification is being retired, when I have already set up another method of verification?
• I am in a part of campus that does not have reliable internet connection or cellular service. How do I 2-Step? 
• Is Duo Push secure? I am worried about the security of my information. 
• I do not own a smartphone. How can I use the other forms of verification?
• I had Duo Mobile set up on my smartphone already, but it is no longer working. What can I do? 
• Duo mobile notifications are not showing up on my device. What should I do? 
• How do I use SMS or text passcodes for 2-Step? 
• I logged into mycalnet.berkeley.edu and don’t have the option to add a new device. What should I do? 
• I got a new phone and can’t get past the 2-Step to add a new device. What should I do? 
• Can I apply for an exception to continue to use phone calls? 

Phones

• What do I do if I don't have a university supplied smartphone and don't want to use my personal phone?

• What if I don't have cellular data?

• How much data does a Duo Push request use?

• I just want to receive texts but I have a smartphone. How do I set that up?

• I have both a personal phone and a work phone. Which one do I enroll?

• Will Duo Mobile work with an international phone number?

• What operating systems work with Duo Mobile?

Hardware Tokens

• Where can I get a YubiKey?

• What is a Simple Hardware Token and how much does it cost?

• What is the difference between a YubiKey and a Simple Hardware Token?

• What is the difference between using my YubiKey as an HOTP or U2F device?

CAS with Other Software

• I use Citrix to access my applications. Do I have to do a second step verification every time I log in?

• I use Citrix to access my applications. When I log into an application, I get the CAS screen but it hangs afterwards. What should I do?

Need More Help?

Contact [email protected]