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When prompted for an authentication key, you may find that the key you enter does not work.
Solution
- Enter three consecutive and correct passcodes from your code-generating hardware token or your Duo Mobile account in three successive authentication attempts within 5 minutes.
- The first two authentications will fail, however the passcodes will resynchronize and the third authentication should succeed.
- Users who attempt to authenticate three or more consecutive times with a hardware token or a Duo Mobile account that is out-of-sync by less than 1000 events will automatically resync to Duo's servers. After this automatic resync, authentications using the token or Duo Mobile will resume as normal.
- This standard resynchronization algorithm for HOTP passcodes is a secure method of resynchronization and does not pose a security risk because the OTP seed is not changed.
- If you're still having trouble accessing your account, please contact IT Support Services. After proper authentication, IT staff will either reactivate your Duo Mobile Account or manually resynchronize your hardware token.
Environment