Issues with number and button prompt

[dianawinskymartin]

I'm using a free trial to test the duo functionality. My trial is about to end and then I noticed that MFA is not working anymore. When I try to access the app, it's asking for a passcode instead of using the usual MFA method that worked at the start of the trial. There's also a logs show an "OS out of date", even though the policy is set to "never" for OS requirements.

So when I try to re-enroll using SMS, there's an error message "Error sending SMS: Unable to send SMS to the specific phone number" eventho the number is correct. Also when I use the activation link, and clicking the "Active Duo Mobile" there's no prompt or message appear-nothing happens.  Anw, I manually added the user using my AD, I haven't yet integrated the AD to external directories.

[DuoKristina]

• There are lots of possibilities for the things you describe. I'll attempt to enumerate some of them, but you might want to contact Duo Support for 1:1 assistance (you are allowed to do so during the trial).

  • Passcode instead of Push offered:
    • Has the effective authentication methods policy changed to disallow push?
    • Do you have your operating systems policy set to block that mobile OS when out of date (this also prevents use of Duo Push on the out-of-date version)? You said no but it might be worth using the policy calculator with that username and application to verify.
    • Does the phone show up as not activated in the Admin Panel?
    • Does the username logging in have an activated phone attached anymore?
  • Device shows out of date:
    • We will still check for and report on this for awareness even if you do not set the OS policy to warn or block.
  • SMS send error:
    • Do you have sufficient telephony credits to send the message? In the US SMS is 1 credit. The telephony credits page lists costs for other countries.
  • Activation does nothing:
    • Are you choosing to email or SMS the activation message to yourself? Are you receiving it at your phone and tapping it, but it doesn't open Duo Mobile to do the account activation?
    • I think from your other posts here you have Duo SSO set up? Have you tried doing a self-service activation from Duo Central device management?

[dianawinskymartin]

I'm just confused why is it happening without doing any configuration because it was working fine (I'm using duo mobile) from the start of the trial but when I have few days left for trial, I noticed that MFA doesn't working anymore, it just asking for a passcode.

"Device shows out of date: We will still check for and report on this for awareness even if you do not set the OS policy to warn or block." - How to check this?

"SMS send error: Do you have sufficient telephony credits to send the message?" - Even I'm using trial does that mean SMS will not work since there's no telephony credits for trial mode? and it is also add-on to the license?

"Activation does nothing: Are you choosing to email or SMS the activation message to yourself? Are you receiving it at your phone and tapping it, but it doesn't open Duo Mobile to do the account activation?" - I tried both email and SMS, and I received it and tapped it, but it doesn't open duo mobile to do the account activation. That's why I manually generated a qr code for me to scan it as a workaround. But this setup is a hassle to manually generate a qr code.

[DuoKristina]

>"Device shows out of date: We will still check for and report on this for awareness even if you do not set the OS policy to warn or block." - How to check this?

Look at your policies in the Admin Panel; do you have any policies blocking use of mobile OS?

>Even I'm using trial does that mean SMS will not work since there's no telephony credits for trial mode? and it is also add-on to the license?

IIRC trials are able to use SMS but you can still blast through the allotted credits, at which point you might have issues with SMS delivery. But, you said in your next point you did get an SMS message, so it is likely not an issue.

>I tried both email and SMS, and I received it and tapped it, but it doesn't open duo mobile to do the account activation.

This sounds like an issue with your phone not opening links in apps. For Android, you can look at the Duo Mobile app properties > Open by default and make sure the "Open supported links" option is enabled. I think there is an equivallent setting on iPhones (but I don't have one handy). I'll check.