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MFA-Duo - What if my token/fob stops working?

This document explains what to do if your token stops working.

Note: This document is intended for tokens that have already been registered with your account. If you have not yet registered your token, see MFA-Duo - How to Register a Token/Fob

Incorrect Passcode Errors

Your token can get "out of sync" if the button is pressed too many times in a row and the generated passcodes aren't used for login.

incorrect passcode error

If this happens to your token, you will see the error message above when attempting to log in. Your token can get "out of sync" by accident if it is stored next to other objects in a pocket, backpack, etc. or if the button is intentionally pressed repeatedly. There are two ways to resynchronize your token/fob.

Method One

To resynchronize your token/fob using the first method, follow the steps below:

  1. Log in with your NetID and password to the Duo Device Management Portal and click on Resynchronize Token/Fob or USB Security Key.

    Token/fob section of the MFA portal with two options: register or resynchronize

  2. Making sure that the token's button is oriented to the left, press the button to generate three distinct passcodes and enter each into one of the blank fields. Click Resynchronize Device.

    Prompt with three fields requesting three unique passcodes from the token being synchronized

Method Two

To resynchronize your token/fob using the second method, generate three passcodes in a row and attempt to log in with each passcode. You'll need to delete the passcode from the entry field before generating the next passcode and attempting to log in. On the fourth attempt, you should be able to log in.

If your token still doesn't allow you to authenticate after trying both resynchronization methods, please call the DoIT Help Desk at (608) 264-HELP (4357).

Token Display No Longer Works

This is an indication that the token's battery has died. Since the batteries cannot be replaced, you'll need to obtain a replacement token. Contact your human resources department, IT department, or visit the DoIT Help Desk on Dayton Street to get a new token.

Token Displaying Unusual Characters, Generating Unusual Passwords, or Displaying the Same Code Repeatedly

This is an indication that the token has malfunctioned. You'll need to obtain a replacement token. Contact your human resources department, IT department, or visit the DoIT Help Desk on Dayton Street to get a new token.

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.

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, to obtain a token/fob, please contact the DoIT Help Desk (608) 264-4357 or email help@doit.wisc.edu. 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 53715 on the 2nd floor.

Faculty, Staff, and Researchers

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




Keywords:
keyfob token stop stops desync desynchronized key fob won't work broken passcode resynchronize synchronize sync resync re-sync unsync stopped working error 
Doc ID:
86312
Owned by:
MST Support in Identity and Access Management
Created:
2018-10-09
Updated:
2024-01-08
Sites:
DoIT Help Desk, Identity and Access Management