MFA-Duo - I am not getting login/push notifications on my smartphone

This document will explain what to do if you are not getting notifications from the Duo Mobile App, as well as what settings to adjust to receive notifications.

There are two main reasons you may not receive push notifications from Duo on your phone:

  1. Notifications are not enabled.
  2. Unstable cellular/data/wifi connection on your phone.

Follow the steps below to resolve this issue:

Duo Push delivery issues are most often resolved by pulling down on the screen to check for notifications in the Duo Mobile app:

Pull to check

When you do this, the Duo Mobile application will reach out to the Duo cloud service directly to check for login requests rather than using the push notification services. This is generally the most reliable way of receiving a login request and should work if the app and account are functioning properly.

If push works by manually pulling to refresh but notifications are not received, it is most likely because you selected not to receive notifications when installing the application.

To check if push notifications are enabled for Duo Mobile, and re-enable them if needed, follow these steps:

  1. On the iPhone, open Settings.

  2. Scroll down and select Duo Mobile.

  3. Select Notifications.

  4. If "Allow Notifications" box is already checked, uncheck and then re-check it. If it was not yet checked, check it. Verify that notifications are configured how you want them.

    iOS Settings

  5. Fully close (double-tap home button and swipe up) Duo Mobile.

  6. Open Duo Mobile again.

Duo Push delivery issues are most often resolved by pulling down on the screen to check for notifications in the Duo Mobile app:

Android pull to refresh

When you do this, the Duo Mobile application will reach out to the Duo cloud service directly to check for login requests rather than using the push notification services. This is generally the most reliable way of receiving a login request and should work if the app and account are functioning properly.

If pull to refresh works

If manually checking works, then the issue is related to the Google Cloud Messaging (GCM) push notification service and Duo Mobile registering for pushes correctly. This will often fix itself after you pull-to-refresh. Sometimes there are issues with GCM on the device, like out-of-date play services, that prevent the device from receiving push notifications properly, you should update Google Play Services if possible to alleviate this.

If it's an issue with the long-lived connection to GCM on the device, toggling Wi-Fi off and back on may fix the issue.

Clearing the Duo Mobile application cache can also resolve delivery issues.

  1. Open Settings.

  2. Select Apps and scroll down to select Duo Mobile.

  3. On the App Info page, tap Clear Cache.

If checking for and enabling notifications doesn't resolve your issue, the problem is most likely due to an unstable celluar/data/wifi connection on your phone. In this case, use the Duo Mobile app to generate a passcode:

See accessibility & usability information

We work with our users to address access and usability barriers in the MFA user experience. Learn details about known access barriers and workarounds at MFA-Duo - Accessibility & Usability Information. If you encounter a barrier or need assistance, please contact the DoIT Help Desk or call (608) 264-4357.  
If you would like to share your thoughts regarding the usability or accessibility of the MFA user experience, please use our Feedback Form. We appreciate your feedback. For questions regarding how to get access to the MFA mobile app contact the DoIT Help Desk at (608) 264-4357 or email help@doit.wisc.edu. 

How to get access to a Security Key or Duo Token/Fob 

Students

Students can come to the DoIT Help Desk location at 1210 W. Dayton St., Madison, WI 53706 on the first floor of the Computer Science and Statistics Building. Students with disabilities can also request a token or security key at the McBurney Disability Resource Center, 702 W. Johnson St., Suite #2104, Madison WI 53751 on the 2nd floor.

Pop-up help desk locations will also be available in late September. Availability and locations will be posted soon. For questions contact the DoIT Help Desk at (608) 264-4357 or email help@doit.wisc.edu. 

Faculty, Staff, and Researchers

Employees can get access to devices for MFA at their Human Resources Office. For questions contact the DoIT Help Desk at (608) 264-4357 or email help@doit.wisc.edu. 

Example error messages you may receive when due to an unstable cellular/data/wifi connection on your phone:




Keywords:notify log in push iphone app duo mobile fail failed android mfa push won't work not working   Doc ID:80771
Owner:Abrianna B.Group:Multi-Factor Authentication (MFA)
Created:2018-03-10 12:32 CDTUpdated:2019-10-08 12:45 CDT
Sites:DoIT Help Desk, DoIT Tech Store, Multi-Factor Authentication (MFA), UW Housing
Feedback:  0   1