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.
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.
To resynchronize your token/fob using the first method, follow the steps below:
Log in with your NetID and password to the Duo Device Management Portal and click on Resynchronize Token/Fob or USB Security Key.
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.
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 or obtain a D-number and 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 or obtain a D-number and visit the DoIT Help Desk on Dayton Street to get a new token.