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A user is receiving phone calls instead of texts for his DUO prompt. He would like to receive Texts instead

endlessknot
Level 1
Level 1

A user is receiving phone calls instead of texts for his DUO prompt.

He would like to receive Texts instead.

Please advise.

11 Replies 11

•  FirstUp Application.

- DS- Ds Duo is set to call her, and it only gives her two options - one for a call, one to enter a bypass code provided by IS (Duo does not give her option for push notification in the app, or authentication via text). When she answers the call from Duo and enters the code, Duo does not authenticate and she is reverted back to the email login page for The Current, "FirstUp" 

•  Lg - LG - Lg said she could access The Current just fine, but when she wanted to access, for example, her webmail via The Current's shortcuts, it sent her a code when she asked for a phone call. This even happened at her home, so it's not just an issue of poor reception inside the hospital. She was using her iPhone.

Checked the Policy for this Duo SSO SAML connection and the policy allows, Push, Test, Phone, etc.

 

If the authentication methods in policy do allow Duo Push, then check these other items:

  • DS
    • "Duo does not give her option for push notification in the app" is her phone actually activated for Duo Push? If you view her phone in the Duo Admin Panel does it say Duo Mobile is activated (if not, send an activation)? Are you able to send her a test Duo Push from the Admin Panel using the link at the top-right of her user properties page?
    • "When she answers the call from Duo and enters the code, Duo does not authenticate " how long is she taking? A user has 60 seconds to answer the call and enter the code. If someone takes too long it fails and theuser has to try again.
  • LG
    • This sounds completely unexpected.

For both:

Try using the policy calculator, selecting the username and the app they are tyring to access. This will should you the result of all calculated policies for that specific combination. It might be that an additional policy is coming into play that is affecting available factors.

You might want to contact Duo Support if these suggestions don't help, because they can look up the login attempts to see what's happening and review your Duo policy settings and other settings that affect authentication with you.

Duo, not DUO.

DuoKristina
Cisco Employee
Cisco Employee

Hi there @endlessknot!

Some applications support an automatic phone call or Duo Push at login, but there isn’t a Duo configuration that automatically texts an OTP code to a user at login. If you shared which application you’re using with Duo I could point you to the specific instructions for receiving an SMS passcode when logging in.

Duo, not DUO.

Hi,

I opened a ticket and got help.

Thanks.

Do you want to update this thread with your solution?

Duo, not DUO.

Solution> Re activate DUO Push

Thanks @endlessknot for updating the thread to share your solution with the wider community! And Kristina for suggesting it

Please I am no longer receiving text messages for my School login! Why?

I requested, but the message didn’t come to my phone!

Please I need a quick response!

Sorry to hear you’re having problems, @Edet.

Unfortunately, Duo isn’t able to assist end-users of our customers directly. Duo support simply doesn’t have that access.

I recommend you contact your school’s help desk.

Duo, not DUO.
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