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<span class="hide-mobile">Search</span> </div> </div> <div class="search--dropdown"> <form action="/search" accept-charset="utf-8" method="get" autocomplete="off" class="search"> <label for="header-search" class="search__label">Small screen search</label> <input type="text" name="search" value="" placeholder="Search services, how-to articles, other IT information" class="search__input"> <input type="submit" value="Search" class="search__submit"> </form> </div> </div> <div class="toggle-nav"> <span class="visually-hidden">Open menu</span> </div> </div> </div> </div> </div> <div class="give-mobile"> <a href="https://giving.ucsf.edu" class="give">Give to UCSF</a> </div> </header> <div class="region-breadcrumb"> <div id="block-breadcrumbs" class="block block-system block-system-breadcrumb-block"> <div class="content"> <nav role="navigation" aria-labelledby="system-breadcrumb"> <h2 id="system-breadcrumb" class="visually-hidden">Breadcrumb</h2> <ol class="breadcrumb"> <li class="breadcrumb-item"><a href="/">Home</a></li> <li class="breadcrumb-item"><a href="/how-to">How To</a></li> <li class="breadcrumb-item">Multi-Factor (Duo) FAQs</li> </ol> </nav> </div> </div> </div> <main role="main"> <a id="main-content" tabindex="-1"></a> <div class="layout-content content"> <div class="region-content"> <div id="block-its-default-content" class="block block-system block-system-main-block"> <article data-history-node-id="141" class="node node--type-knowledge-base node--promoted node--view-mode-full"> <div class="node__content"> <div class="container sidebar-visible"> <main class="page-content"> <div class="privacy-warning"> <div class="iconography"><svg aria-hidden="true" focusable="false" data-prefix="fal" data-icon="eye" role="presentation" xmlns="http://www.w3.org/2000/svg" viewBox="0 0 576 512" class="svg-inline--fa fa-eye fa-w-18"><path fill="currentColor" d="M288 288a64 64 0 0 0 0-128c-1 0-1.88.24-2.85.29a47.5 47.5 0 0 1-60.86 60.86c0 1-.29 1.88-.29 2.85a64 64 0 0 0 64 64zm284.52-46.6C518.29 135.59 410.93 64 288 64S57.68 135.64 3.48 241.41a32.35 32.35 0 0 0 0 29.19C57.71 376.41 165.07 448 288 448s230.32-71.64 284.52-177.41a32.35 32.35 0 0 0 0-29.19zM288 96a128 128 0 1 1-128 128A128.14 128.14 0 0 1 288 96zm0 320c-107.36 0-205.46-61.31-256-160a294.78 294.78 0 0 1 129.78-129.33C140.91 153.69 128 187.17 128 224a160 160 0 0 0 320 0c0-36.83-12.91-70.31-33.78-97.33A294.78 294.78 0 0 1 544 256c-50.53 98.69-148.64 160-256 160z" class=""></path></svg></div> <p class="viewable-by">This content is viewable by <span class="">Everyone</span></p> </div> <div class="row page-title"> <h1>Multi-Factor (Duo) FAQs</h1> </div> <div class="block block-layout-builder block-extra-field-blocknodeknowledge-baseflag-save"> <p class="flag flag-anon-message flag-save js-flag-save-141 action-flag"> <span class="label" data-selector=".flag-anon-save-141"><span class="far fa-bookmark"></span> Save</span> <p title="Want to save this page for later?" class="flag-anon-message flag-anon-save-141" style="display:none"><a href="/saml_login?flag_anon=save-141&destination=/how-to/multi-factor-faq">Log in via MyAccess to save</a>.</p> </p> </div> <div class="row"> <ul class="list-group"> <li class="list-group-item"> <strong>Audience: </strong> <span>Affiliate, </span> <span>Faculty, </span> <span>Staff, </span> <span>Technical Partner</span> </li> <li class="list-group-item"> <strong class="field__label">Service Category: </strong> <a href="/services/list?field_category%5B4501%5D=4501" hreflang="en">Access & Identity</a> </li> <li class="list-group-item"> <strong class="field__label">Owner Team: </strong> <a href="/directory/team/identity-and-access-management" hreflang="en">Identity and Access Management</a> </li> <li class="list-group-item"> <div class="field field--name-field-service field--type-entity-reference field--label-inline clearfix"> <div class="field__label">Service: </div> <span><a href="/service/multi-factor-authentication-duo" hreflang="en">Multi-Factor Authentication (Duo)</a></span> </div> </li> </ul> </div> <div class="wysiwyg-content row"> <h2>Overview</h2><p><span>These Frequently Asked Questions (FAQs) are updated on a regular basis, so if your question isn't answered here, please contact the IT Service Desk at </span><a href="https://help.ucsf.edu/"><span>help.ucsf.edu</span></a><span> — the most common questions received from users will be added to this list of FAQs.</span></p><p><strong>Quick Links</strong></p><ul><li><a href="#basics">Two-Factor Basics</a></li><li><a href="#help">Getting Help with Duo</a></li><li><a href="#options">Options for Using Duo</a></li><li><a href="#enrolling">Enrolling in Duo</a></li><li><a href="#owa">Duo for Outlook Web Access</a></li><li><a href="#yubikeys">YubiKeys</a></li></ul><h2><a class="ck-anchor" id="basics"></a>Two-Factor Basics</h2><p><strong>What is Multi-factor authentication?</strong></p><ul><li><span class="TextRun SCXW190077521 BCX0 NormalTextRun CommentStart CommentHighlightPipeRestV2 CommentHighlightRest" lang="EN-US">M</span><span class="TextRun SCXW190077521 BCX0 NormalTextRun CommentHighlightRest" lang="EN-US">ulti-factor authentication (MFA)</span><s><span class="TrackChangeTextDeletionMarker TrackedChange SCXW190077521 BCX0 TextRun NormalTextRun TrackChangeTextDeletion CommentHighlightPipeRestV2" lang="EN-US"> </span></s><span class="TextRun SCXW190077521 BCX0 NormalTextRun" lang="EN-US">requires a user to provide at least two pieces of evidence that they are the account owner. Duo is the application UCSF has chosen for its MFA solution.</span></li></ul><p><strong>How does MFA benefit me?</strong></p><ul><li><span class="TextRun SCXW261642239 BCX0 NormalTextRun" lang="EN-US">MFA helps UCSF IT protect you, your work, and all of UCSF. By providing a second layer of protection, beyond your UCSF username and password, MFA ensures that every login from every device is legitimate.</span><span class="EOP SCXW261642239 BCX0"> </span></li><li><span class="TextRun SCXW46030018 BCX0 NormalTextRun" lang="EN-US">You will use</span><span class="TextRun Highlight MacChromeBold SCXW46030018 BCX0 NormalTextRun" lang="EN-US"><strong> </strong></span><span class="TextRun SCXW46030018 BCX0 NormalTextRun" lang="EN-US">MFA on systems like VPN, MyAccess, and Outlook Web Access [or any application used to access electronic Protected Health Information (ePHI)], ensuring that you, and only you, are able to access sensitive information.</span><span class="EOP SCXW46030018 BCX0"> </span></li></ul><p><span><strong>I'm a Without Salary (WOS) faculty member, and I only need access to the Library. Do I still need to enroll in two-factor authentication?</strong></span></p><ul><li><span>Yes, in order to ensure that only those with legitimate access to the library can be authenticated.</span></li></ul><p><span><strong>Is there a cost for using two-factor authentication?</strong></span></p><ul><li><span>No, two-factor authentication is a cost-free way to protect your and the University’s information.</span></li></ul><p><span><strong>Do I have to use two-factor authentication if I’m on-site at a UCSF location and connected to the UCSF network?</strong></span></p><ul><li><span class="TextRun SCXW217989774 BCX0 NormalTextRun" lang="EN-US">No, most UCSF sites </span><span class="TextRun MacChromeBold SCXW217989774 BCX0 NormalTextRun" lang="EN-US"><strong>will not require Duo </strong></span><span class="TextRun SCXW217989774 BCX0 NormalTextRun" lang="EN-US">if you are </span><span class="TextRun Highlight MacChromeBold SCXW217989774 BCX0 NormalTextRun" lang="EN-US"><strong>connected </strong></span><span class="TextRun SCXW217989774 BCX0 NormalTextRun" lang="EN-US">to the </span><span class="TextRun Highlight MacChromeBold SCXW217989774 BCX0 NormalTextRun" lang="EN-US"><strong>UCSF network</strong></span><span class="TextRun SCXW217989774 BCX0 NormalTextRun" lang="EN-US">. These sites include:</span><span class="EOP SCXW217989774 BCX0"> </span><ul><li><span class="EOP SCXW217989774 BCX0"><strong>Zuckerberg San Francisco General</strong> (ZSFG)</span></li><li><strong>San Francisco Department of Public Health</strong> (SF DPH)</li><li><strong>San Francisco Veterans Affairs Medical Center</strong> (SF VAMC)</li><li><strong>Remote UCSF locations</strong> (e.g., UCSF remote clinics)</li></ul></li></ul><p><span><strong>Once I log in with MFA, how long until I need to log in again for the same application?</strong></span></p><ul><li><span class="TextRun SCXW165685900 BCX0 NormalTextRun" lang="EN-US">Session length is determined by the <strong>application</strong> rather than </span><em><span class="TextRun SCXW165685900 BCX0 NormalTextRun" lang="EN-US">Duo</span></em><span class="TextRun SCXW165685900 BCX0 NormalTextRun" lang="EN-US">. </span><span class="TextRun MacChromeBold SCXW165685900 BCX0 NormalTextRun" lang="EN-US"><strong>NOTE</strong></span><span class="TextRun SCXW165685900 BCX0 NormalTextRun" lang="EN-US">: Each time you <strong>close</strong> the application or <strong>disconnect</strong> from the UCSF network, you may be required to initiate </span><em><span class="TextRun SCXW165685900 BCX0 NormalTextRun" lang="EN-US">Duo authentication</span></em><span class="TextRun SCXW165685900 BCX0 NormalTextRun" lang="EN-US"> to access that application again.</span><span class="EOP SCXW165685900 BCX0"> </span></li></ul><h2><a class="ck-anchor" id="help"></a>Getting Help with Duo</h2><p><span><strong>Why does the Duo screen look different, and default to a Duo Push notification for some of my applications?</strong></span></p><ul><li><span class="TextRun SCXW151458058 BCX0 NormalTextRun" lang="EN-US">UCSF has begun to roll out Duo Universal Prompt, which provides a simplified Duo experience over the traditional prompt, helping you log in</span><s><span class="TrackChangeTextDeletionMarker TrackedChange SCXW151458058 BCX0 TextRun NormalTextRun TrackChangeTextDeletion" lang="EN-US"> </span></s><span class="TextRun SCXW151458058 BCX0 NormalTextRun" lang="EN-US">to your applications faster than before.</span><span class="EOP SCXW151458058 BCX0"> </span></li><li><span class="TextRun SCXW198930624 BCX0 NormalTextRun" lang="EN-US">Although the Duo Universal Prompt appears different, it still supports a wide range of Duo login options, so you can choose the options that work best for you.</span><span class="EOP SCXW198930624 BCX0"> </span></li><li><span class="TextRun SCXW129352187 BCX0 NormalTextRun CommentStart CommentHighlightPipeRestV2 CommentHighlightRest" lang="EN-US">This roll-out will be done gradually, so certain applications will move to Duo Universal Prompt sooner than others — all applications will move to Duo Universal Prompt by November 2023.</span><span class="EOP CommentHighlightPipeRestV2 SCXW129352187 BCX0"> </span></li><li><span class="TextRun SCXW56183548 BCX0 NormalTextRun" lang="EN-US">For help navigating the new Duo interface, please reference </span><a href="https://it.ucsf.edu/how-to/multi-factor-duo-authentication-methods"><span class="TextRun SCXW56183548 BCX0 NormalTextRun" lang="EN-US">Multi-Factor (Duo) Authentication Methods</span></a><span class="TextRun SCXW56183548 BCX0 NormalTextRun" lang="EN-US">.</span><span class="EOP SCXW56183548 BCX0"> </span></li><li><a href="https://guide.duo.com/prompt"><span class="TextRun SCXW10134784 BCX0 NormalTextRun" lang="EN-US">You can find documentation on how to navigate the traditional Duo experience on Duo's how-to website.</span></a><span class="TextRun SCXW10134784 BCX0 NormalTextRun" lang="EN-US"> Alternatively, your application may first require a </span><em><span class="TextRun SCXW10134784 BCX0 NormalTextRun" lang="EN-US">sign-in</span></em><span class="TextRun SCXW10134784 BCX0 NormalTextRun" lang="EN-US"> through a </span><em><span class="TextRun SCXW10134784 BCX0 NormalTextRun" lang="EN-US">platform</span></em><span class="TextRun SCXW10134784 BCX0 NormalTextRun" lang="EN-US"> other than MyAccess, such as <strong>Okta</strong> (shown in below screenshot). Enter your respective <strong>username</strong> and <strong>password</strong> as normal before being rerouted back to the Duo experience.</span><span class="EOP SCXW10134784 BCX0"> </span></li></ul><div data-langcode="en" data-entity-type="media" data-entity-uuid="819c65db-415f-4466-8fe4-645c11a35e4d" data-embed-button="image" data-entity-embed-display="entity_reference:media_thumbnail" data-entity-embed-display-settings="{"image_style":"","image_link":"","image_loading":{"attribute":"lazy"}}" class="embedded-entity"> <img loading="lazy" src="/sites/it.ucsf.edu/files/2023-09/Okta%20Login.png" width="324" height="480" alt="Okta Login"> </div> <p><span><strong>Why am I seeing the message </strong></span><em><span><strong>"Access denied. Duo Security does not provide services in your current location"</strong></span></em><span><strong> in the Duo Prompt?</strong></span></p><ul><li><span class="TextRun SCXW21663794 BCX0 NormalTextRun" lang="EN-US">Users will experience this or a similar error message if they attempt to access UCSF resources from the following regions/</span><span class="TextRun SCXW21663794 BCX0 NormalTextRun CommentStart CommentHighlightPipeRestV2 CommentHighlightRest" lang="EN-US">countries</span><span class="TextRun SCXW21663794 BCX0 NormalTextRun CommentHighlightPipeRestV2" lang="EN-US">:</span><span class="EOP SCXW21663794 BCX0"> </span><ul><li><span>Cuba</span></li><li><span>North Korea</span></li><li><span>Iran</span></li><li><span>Sudan</span></li><li><span>Syria</span></li><li><span>Crimea region</span></li><li><span>Donetsk region</span></li><li><span>Luhansk region</span></li><li><span>Sevastopol region</span></li><li><span>Belarus</span></li><li><span>Russian Federation</span></li></ul></li></ul><p><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US"><strong>NOTE</strong>: This restriction is </span><em><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US">enforced</span></em><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US"> by the <strong>UCSF deployment</strong> of </span><em><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US">Duo multi-factor authentication</span></em><s><span class="TrackChangeTextDeletionMarker TrackedChange SCXW58972898 BCX0 TextRun NormalTextRun TrackChangeTextDeletion" lang="EN-US">,</span></s><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US"> and affects </span><em><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US">foreign collaborators</span></em><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US"> and </span><em><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US">offsite employees</span></em><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US"> in regions <strong>restricted</strong> by the US government by blocking access to many UCSF computing </span><em><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US">resources</span></em><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US"> and </span><em><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US">networks</span></em><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US">, including <strong>UCSF</strong> <strong>VPN</strong>, <strong>email</strong>, </span><span class="TextRun SCXW58972898 BCX0 NormalTextRun SpellingErrorV2Themed" lang="EN-US"><strong>APeX</strong></span><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US">, among others. Details of how Duo </span><span class="TextRun SCXW58972898 BCX0 NormalTextRun ContextualSpellingAndGrammarErrorV2Themed" lang="EN-US">enacts</span><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US"> this restriction can be found </span><a href="https://help.duo.com/s/article/7544?language=en_US"><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US">here</span></a><span class="TextRun SCXW58972898 BCX0 NormalTextRun" lang="EN-US">.</span><br><br><span>If you plan to be in one of these regions and lack of access to Duo will be an issue for you, please contact the Service Desk.</span></p><p><span><strong>I cannot use my mobile phone for Duo. What are my other options?</strong></span></p><ul><li><span class="TextRun SCXW226982717 BCX0 NormalTextRun" lang="EN-US">Please consult with your supervisor.</span></li></ul><p><span><strong>I have more than one UCSF account. Which account should I use with Duo?</strong></span></p><ul><li><span class="TextRun SCXW56513642 BCX0 NormalTextRun" lang="EN-US">Many individuals at UCSF may have more than one account, and despite the multiple accounts, you will only need one account enrolled within Duo.</span></li><li><span class="TextRun SCXW86740805 BCX0 NormalTextRun" lang="EN-US">To verify the account to enroll within Duo, complete the following steps:</span><ul><li><span class="TextRun SCXW99423086 BCX0 NormalTextRun" lang="EN-US">Navigate and log into </span><a href="https://myaccess.ucsf.edu/myid"><span class="FieldRange SCXW99423086 BCX0 TextRun Underlined NormalTextRun" lang="EN-US">https://myaccess.ucsf.edu/myid</span></a><span class="FieldRange SCXW99423086 BCX0 TextRun Underlined NormalTextRun" lang="EN-US">.</span><span class="TextRun EmptyTextRun SCXW99423086 BCX0" lang="EN-US"></span></li><li><span class="TextRun SCXW265200219 BCX0 NormalTextRun" lang="EN-US">Select every </span><span class="TrackedChange SCXW265200219 BCX0 TextRun MacChromeBold NormalTextRun" lang="EN-US"><strong>Account </strong></span><span class="TextRun SCXW265200219 BCX0 NormalTextRun" lang="EN-US">tab until you locate the </span><em><span class="TrackedChange SCXW265200219 BCX0 TextRun NormalTextRun" lang="EN-US">account </span></em><span class="TextRun SCXW265200219 BCX0 NormalTextRun" lang="EN-US">with </span><span class="TrackedChange SCXW265200219 BCX0 TextRun MacChromeBold NormalTextRun" lang="EN-US"><strong>Duo Enabled: Yes</strong></span><span class="TextRun SCXW265200219 BCX0 NormalTextRun" lang="EN-US">.</span><span class="EOP SCXW99423086 BCX0"> </span><ul><li><span class="TextRun MacChromeBold SCXW55051795 BCX0 NormalTextRun" lang="EN-US"><strong>NOTE</strong></span><span class="TextRun SCXW55051795 BCX0 NormalTextRun" lang="EN-US">: If you have multiple accounts enrolled in Duo, use the account that is </span><span class="TrackedChange SCXW55051795 BCX0 TextRun MacChromeBold NormalTextRun" lang="EN-US"><strong>Mail Enabled</strong>.</span></li></ul></li></ul></li><li><span class="TextRun SCXW218441863 BCX0 NormalTextRun" lang="EN-US">If you have multiple accounts with the same username, you will need to specify the domain that the account is in.</span><span class="EOP SCXW218441863 BCX0"> </span><ul><li><span class="TextRun SCXW49138482 BCX0 NormalTextRun" lang="EN-US">For example, if your <strong>account username</strong> is </span><span class="TextRun SCXW49138482 BCX0 NormalTextRun SpellingErrorV2Themed" lang="EN-US"><strong>shinc</strong></span><span class="TextRun SCXW49138482 BCX0 NormalTextRun" lang="EN-US">, then enter your </span><em><span class="TextRun SCXW49138482 BCX0 NormalTextRun" lang="EN-US">username</span></em><span class="TextRun SCXW49138482 BCX0 NormalTextRun" lang="EN-US"> as:</span><span class="EOP SCXW49138482 BCX0"> </span><ul><li><span class="TextRun SCXW124190564 BCX0 NormalTextRun" lang="EN-US"><strong>campus\</strong></span><span class="TextRun SCXW124190564 BCX0 NormalTextRun SpellingErrorV2Themed" lang="EN-US"><strong>shinc</strong> </span><span class="TextRun SCXW124190564 BCX0 NormalTextRun" lang="EN-US">if your account is in the <strong>CAMPUS</strong> domain</span><span class="EOP SCXW124190564 BCX0"> </span></li><li><span class="NormalTextRun SpellingErrorV2Themed SCXW253313425 BCX0"><strong>som</strong></span><span class="NormalTextRun SCXW253313425 BCX0"><strong>\</strong></span><span class="NormalTextRun SpellingErrorV2Themed SCXW253313425 BCX0"><strong>shinc</strong></span><span class="NormalTextRun SCXW253313425 BCX0"> if your account is in the <strong>SOM</strong> domain</span></li><li><span class="NormalTextRun SpellingErrorV2Themed SCXW24691624 BCX0"><strong>ucsfmc</strong></span><span class="NormalTextRun SCXW24691624 BCX0"><strong>\</strong></span><span class="NormalTextRun SpellingErrorV2Themed SCXW24691624 BCX0"><strong>shinc</strong></span><span class="NormalTextRun SCXW24691624 BCX0"> if your account is in the <strong>UCSFMC</strong> domain</span></li></ul></li></ul></li></ul><p><span><strong>I'm getting an error message I don’t see on this FAQ. Where can I find online help?</strong></span></p><ul><li><span>Please </span><a href="https://ucsf.service-now.com/ucsfit"><span>contact the IT Service Desk</span></a><span> for assistance.</span></li></ul><p><span><strong>Is there somewhere I can get in-person help with enrolling in Duo?</strong></span></p><ul><li><span class="TextRun SCXW21712617 BCX0 NormalTextRun CommentStart CommentHighlightPipeClickedV2 CommentHighlightClicked" lang="EN-US">Yes, you can get in-person help from </span><a href="https://it.ucsf.edu/how-to/itfs-desktop-support-health-desks"><span class="TextRun SCXW21712617 BCX0 NormalTextRun CommentHighlightClicked" lang="EN-US">IT Health Desks</span></a><span class="TextRun SCXW21712617 BCX0 NormalTextRun CommentHighlightClicked" lang="EN-US">. You can also contact the </span><a href="https://it.ucsf.edu/about/teams/ucsf-it-service-desk"><span class="TextRun SCXW21712617 BCX0 NormalTextRun CommentHighlightClicked" lang="EN-US">IT Service Desk</span></a><span class="TextRun SCXW21712617 BCX0 NormalTextRun CommentHighlightClicked" lang="EN-US"> for assistance. If the </span><em><span class="TextRun SCXW21712617 BCX0 NormalTextRun CommentHighlightClicked" lang="EN-US">Service Desk technician</span></em><span class="TextRun SCXW21712617 BCX0 NormalTextRun CommentHighlightClicked" lang="EN-US"> is unable to help you </span><em><span class="TextRun SCXW21712617 BCX0 NormalTextRun CommentHighlightClicked" lang="EN-US">remotely</span></em><span class="TextRun SCXW21712617 BCX0 NormalTextRun CommentHighlightClicked" lang="EN-US">, a </span><em><span class="TextRun SCXW21712617 BCX0 NormalTextRun CommentHighlightClicked" lang="EN-US">field service technician</span></em><span class="TextRun SCXW21712617 BCX0 NormalTextRun CommentHighlightClicked" lang="EN-US"> can be dispatched to assist you directly.</span><span class="EOP CommentHighlightPipeClickedV2 SCXW21712617 BCX0"> </span></li><li><span class="TextRun SCXW181406697 BCX0 NormalTextRun" lang="EN-US">If you experience any problems, please contact the </span><a href="https://ucsf.service-now.com/ucsfit"><span class="TextRun SCXW181406697 BCX0 NormalTextRun" lang="EN-US">IT Service Desk</span></a><span class="TextRun SCXW181406697 BCX0 NormalTextRun" lang="EN-US"> for help </span><span class="TextRun SCXW181406697 BCX0 NormalTextRun ContextualSpellingAndGrammarErrorV2Themed" lang="EN-US">at</span><span class="TextRun SCXW181406697 BCX0 NormalTextRun" lang="EN-US"> <strong>415.514.4100</strong>.</span><span class="EOP SCXW181406697 BCX0"> </span></li></ul><h2><a class="ck-anchor" id="options"></a><span>Options for Using Duo</span></h2><p><span><strong>I want to use an authentication method other than a Duo Push to my smartphone. How do I do that?</strong></span></p><ul><li><span class="TextRun SCXW154794890 BCX0 NormalTextRun" lang="EN-US">Duo supports mobile passcode, text message, and phone call verification methods in addition to Push. Please refer to the </span><a href="https://it.ucsf.edu/how-to/multi-factor-duo-authentication-methods"><span class="TextRun SCXW154794890 BCX0 NormalTextRun" lang="EN-US">Multi-Factor (Duo) Authentication Methods</span></a><span class="TextRun SCXW154794890 BCX0 NormalTextRun" lang="EN-US"> for assistance and scroll down to </span><span class="TextRun Highlight MacChromeBold SCXW154794890 BCX0 NormalTextRun" lang="EN-US"><strong>Other Options</strong></span><span class="TextRun SCXW154794890 BCX0 NormalTextRun" lang="EN-US"> to find method that works best for you.</span></li></ul><p><span><strong>I don’t have a smartphone. What do I do?</strong></span></p><ul><li><span class="TextRun SCXW204725867 BCX0 NormalTextRun" lang="EN-US">Duo supports text message and phone call verification methods, which do not require a smartphone. Please refer to the </span><a href="https://it.ucsf.edu/how-to/multi-factor-duo-authentication-methods"><span class="TextRun SCXW204725867 BCX0 NormalTextRun" lang="EN-US">Multi-Factor (Duo) Authentication Methods</span></a><span class="TextRun SCXW204725867 BCX0 NormalTextRun" lang="EN-US"> for assistance and scroll down to </span><span class="TextRun Highlight MacChromeBold SCXW204725867 BCX0 NormalTextRun" lang="EN-US"><strong>Other Options</strong></span><span class="TextRun SCXW204725867 BCX0 NormalTextRun" lang="EN-US">.</span></li></ul><p><span><strong>I only have a landline. How will Duo Universal Prompt affect me?</strong></span></p><ul><li><span>Since you cannot </span><em><span>receive</span></em><span> a <strong>push notification</strong>, Duo will <strong>default</strong> to a <strong>phone call verification</strong>. You will be prompted to </span><em><span>receive</span></em><span> a </span><em><span>call</span></em><span> on your <strong>landline</strong> whenever you login.</span></li></ul><p><span><strong>What do I do if I'm on an airplane, overseas, or otherwise cannot access the internet on my smartphone?</strong></span></p><ul><li><span class="TextRun SCXW185170666 BCX0 NormalTextRun" lang="EN-US">You can use the </span><span class="TextRun Highlight MacChromeBold SCXW185170666 BCX0 NormalTextRun" lang="EN-US"><strong>Duo Mobile</strong></span><span class="TextRun SCXW185170666 BCX0 NormalTextRun" lang="EN-US"> app without an internet connection. Review the instructions for using </span><span class="TextRun Highlight MacChromeBold SCXW185170666 BCX0 NormalTextRun" lang="EN-US"><strong>Duo Passcode</strong></span><span class="TextRun SCXW185170666 BCX0 NormalTextRun" lang="EN-US"> in </span><a href="https://it.ucsf.edu/how-to/multi-factor-duo-authentication-methods"><span class="TextRun SCXW185170666 BCX0 NormalTextRun" lang="EN-US">Multi-Factor (Duo) Authentication Methods</span></a><span class="TextRun SCXW185170666 BCX0 NormalTextRun" lang="EN-US">.</span></li></ul><p><span><strong>I've heard about YubiKeys. Can I make a bulk request for several YubiKeys for my department?</strong></span></p><ul><li><span>No, because identification with a photo ID is required for every YubiKey user. You can </span><a href="https://ucsf.service-now.com/ess/com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id=6d400e3313da4f006854bcaf3244b072&sysparm_link_parent=40c0305b7b92d000e2dc8180984d4d9f&sysparm_catalog=e0d08b13c3330100c8b837659bba8fb4&sysparm_catalog_view=catalog_default"><span>request a YubiKey here</span></a><span>.</span></li></ul><p><span><strong>What if I’m using WebConnect for the Department of Public Health, UCSF's e-Prescribe, or some other system that's already using Duo?</strong></span></p><ul><li><span class="TextRun SCXW197291620 BCX0 NormalTextRun" lang="EN-US">If you’re using ZSFG's WebConnect, then </span><span class="TextRun MacChromeBold SCXW197291620 BCX0 NormalTextRun" lang="EN-US"><strong>Duo Mobile</strong></span><span class="TextRun SCXW197291620 BCX0 NormalTextRun" lang="EN-US"> is already </span><em><span class="TextRun SCXW197291620 BCX0 NormalTextRun" lang="EN-US">installed </span></em><span class="TextRun SCXW197291620 BCX0 NormalTextRun" lang="EN-US">on your smartphone. After you <strong>activate</strong> your <strong>UCSF Duo account</strong>, you will see entries for the </span><em><span class="TextRun SCXW197291620 BCX0 NormalTextRun" lang="EN-US">systems</span></em><span class="TextRun SCXW197291620 BCX0 NormalTextRun" lang="EN-US"> that Duo will be utilizing, one for </span><em><span class="TextRun SCXW197291620 BCX0 NormalTextRun" lang="EN-US">SF Department of Public Health</span></em><span class="TextRun SCXW197291620 BCX0 NormalTextRun" lang="EN-US"> </span><span class="TextRun SCXW197291620 BCX0 NormalTextRun ContextualSpellingAndGrammarErrorV2Themed" lang="EN-US">and an</span><span class="TextRun SCXW197291620 BCX0 NormalTextRun" lang="EN-US"> additional entry for </span><em><span class="TextRun SCXW197291620 BCX0 NormalTextRun" lang="EN-US">UCSF</span></em><span class="TextRun SCXW197291620 BCX0 NormalTextRun" lang="EN-US">. </span><span class="TextRun SCXW197291620 BCX0 NormalTextRun CommentStart CommentHighlightPipeRestV2 CommentHighlightRest" lang="EN-US">The graphic below illustrates this for </span><em><span class="TextRun SCXW197291620 BCX0 NormalTextRun CommentStart CommentHighlightPipeRestV2 CommentHighlightRest" lang="EN-US">e-Prescribe</span></em><span class="TextRun SCXW197291620 BCX0 NormalTextRun CommentStart CommentHighlightPipeRestV2 CommentHighlightRest" lang="EN-US"> and </span><em><span class="TextRun SCXW197291620 BCX0 NormalTextRun CommentStart CommentHighlightPipeRestV2 CommentHighlightRest" lang="EN-US">UCSF</span></em><span class="TextRun SCXW197291620 BCX0 NormalTextRun CommentStart CommentHighlightPipeRestV2 CommentHighlightRest" lang="EN-US"> (both the user and an admin account).</span></li></ul><div data-langcode="en" data-entity-type="media" data-entity-uuid="72f5ac0c-b6e1-4305-a03d-4fd947badf43" data-embed-button="image" data-entity-embed-display="entity_reference:media_thumbnail" data-entity-embed-display-settings="{"image_style":"","image_link":"","image_loading":{"attribute":"lazy"}}" class="embedded-entity"> <img loading="lazy" src="/sites/it.ucsf.edu/files/2023-09/FAQ%20Pic%201.png" width="446" height="243" alt="A picture showing the choice in Duo between UCSF and e-prescribe"> </div> <p><span><strong>I am already enrolled in Duo. How do I add another device, such as my iPad, in addition to my phone?</strong></span></p><ul><li><span>Please refer to the following page: </span><a href="https://it.ucsf.edu/how-to/managing-updating-and-enrolling-additional-devices-duo"><span>Managing, Updating, and Enrolling Additional Devices in Duo</span></a><span>.</span></li></ul><p><span><strong>Can I use another authentication service, like Google Authenticator, instead of Duo?</strong></span></p><ul><li><span class="TextRun SCXW185041561 BCX0 NormalTextRun" lang="EN-US">No, because UCSF only allows </span><span class="TextRun Highlight MacChromeBold SCXW185041561 BCX0 NormalTextRun" lang="EN-US"><strong>Duo </strong></span><span class="TextRun SCXW185041561 BCX0 NormalTextRun" lang="EN-US">for multi-factor authentication.</span><span class="EOP SCXW185041561 BCX0"> </span></li></ul><h2><a class="ck-anchor" id="enrolling"></a><span>Enrolling in Duo</span></h2><p><span><strong>How can I enroll in Duo?</strong></span></p><ul><li><span>Please refer to the following page: </span><a href="https://it.ucsf.edu/how-to/enrolling-your-first-device-duo"><span>Enrolling Your First Device in </span></a><a><span>Duo</span></a><span>.</span></li></ul><p><span><strong>I previously had Duo set up on my old smartphone, but I just received a new device. What do I do?</strong></span></p><ul><li><span>Please refer to the following page: </span><a href="https://it.ucsf.edu/how-to/managing-updating-and-enrolling-additional-devices-duo"><span>Managing, Updating, and Enrolling Additional Devices in Duo</span></a><span>.</span></li></ul><p><span><strong>I accidentally deleted the Duo Mobile app from my smartphone. When I reinstalled the app, it no longer worked. What do I do?</strong></span></p><ul><li><span class="TextRun SCXW124399268 BCX0 NormalTextRun" lang="EN-US">If the Duo Mobile app is </span><span class="TextRun MacChromeBold SCXW124399268 BCX0 NormalTextRun" lang="EN-US"><strong>deleted </strong></span><span class="TextRun SCXW124399268 BCX0 NormalTextRun" lang="EN-US">from your smartphone, your smartphone may need to be added back to your Duo account.</span><span class="EOP SCXW124399268 BCX0"> </span></li><li><span class="TextRun SCXW181195243 BCX0 NormalTextRun" lang="EN-US">If the </span><span class="TextRun MacChromeBold SCXW181195243 BCX0 NormalTextRun" lang="EN-US"><strong>new phone</strong></span><span class="TextRun SCXW181195243 BCX0 NormalTextRun" lang="EN-US"> has the </span><span class="TextRun MacChromeBold SCXW181195243 BCX0 NormalTextRun" lang="EN-US"><strong>same</strong></span><span class="TextRun SCXW181195243 BCX0 NormalTextRun" lang="EN-US"> phone number, add the Duo application to the phone, then contact the </span><a href="https://ucsf.service-now.com/ucsfit"><span class="TextRun SCXW181195243 BCX0 NormalTextRun" lang="EN-US">IT Service Desk</span></a><span class="TextRun SCXW181195243 BCX0 NormalTextRun" lang="EN-US"> to request a text to activate the device. If it is a </span><span class="TextRun MacChromeBold SCXW181195243 BCX0 NormalTextRun" lang="EN-US"><strong>new</strong></span><span class="TextRun SCXW181195243 BCX0 NormalTextRun" lang="EN-US"> number, provide the </span><span class="TextRun MacChromeBold SCXW181195243 BCX0 NormalTextRun" lang="EN-US"><strong>new number</strong></span><span class="TextRun SCXW181195243 BCX0 NormalTextRun" lang="EN-US"> to the </span><a href="https://ucsf.service-now.com/ucsfit"><span class="TextRun SCXW181195243 BCX0 NormalTextRun" lang="EN-US">IT Service Desk</span></a><span class="TextRun SCXW181195243 BCX0 NormalTextRun" lang="EN-US">. They will add it to the </span><em><span class="TextRun SCXW181195243 BCX0 NormalTextRun" lang="EN-US">account </span></em><span class="TextRun SCXW181195243 BCX0 NormalTextRun" lang="EN-US">and </span><em><span class="TextRun SCXW181195243 BCX0 NormalTextRun" lang="EN-US">remove </span></em><span class="TextRun SCXW181195243 BCX0 NormalTextRun" lang="EN-US">the old one.</span><span class="EOP SCXW181195243 BCX0"> </span></li><li><span>If you run into an issue, please reach out to the </span><a href="https://ucsf.service-now.com/ucsfit"><span>IT Service Desk</span></a><span>.</span></li></ul><h2><a class="ck-anchor" id="owa"></a><span>Duo for Outlook Web Access (OWA)</span></h2><p><span><strong>How do I log into my email account via the web when I'm not at work?</strong></span></p><ul><li><span class="TextRun SCXW126627961 BCX0 NormalTextRun" lang="EN-US">When you are not on the UCSF network, you can access your email from a web browser in Outlook Web Access (OWA) at </span><a href="https://email.ucsf.edu/"><span class="TextRun SCXW126627961 BCX0 NormalTextRun" lang="EN-US">email.ucsf.edu</span></a><span class="TextRun SCXW126627961 BCX0 NormalTextRun" lang="EN-US">. </span><span class="TextRun MacChromeBold SCXW126627961 BCX0 NormalTextRun" lang="EN-US"><strong>NOTE</strong></span><span class="TextRun SCXW126627961 BCX0 NormalTextRun" lang="EN-US">: All logins to OWA are required to use multi-factor authentication.</span><span class="EOP SCXW126627961 BCX0"> </span></li></ul><p><span><strong>I log in to my group's resource account via </strong></span><a href="https://email.ucsf.edu/"><span><strong>email.ucsf.edu</strong></span></a><span><strong>. Will I need to use Duo for that? How do I enroll in our resource account?</strong></span></p><ul><li><span class="TextRun SCXW11295337 BCX0 NormalTextRun" lang="EN-US">UCSF IT strongly recommend</span><span class="TrackChangeTextInsertion TrackedChange SCXW11295337 BCX0 TextRun NormalTextRun" lang="EN-US">s</span><span class="TextRun SCXW11295337 BCX0 NormalTextRun" lang="EN-US"> that </span><span class="TextRun Highlight MacChromeBold SCXW11295337 BCX0 NormalTextRun" lang="EN-US"><strong>resource accounts</strong></span><span class="TextRun SCXW11295337 BCX0 NormalTextRun" lang="EN-US"> (e.g., Accounts used for conference rooms, equipment and other shared items within a department) </span><span class="TextRun Highlight SCXW11295337 BCX0 NormalTextRun" lang="EN-US">be accessed directly from your </span><span class="TextRun MacChromeBold SCXW11295337 BCX0 NormalTextRun" lang="EN-US"><strong>email client </strong></span><span class="TextRun SCXW11295337 BCX0 NormalTextRun" lang="EN-US">(e.g., Outlook, Apple Mail) because of Audit requirements. When you log into a resource account via OWA, UCSF IT is unable to tell who logged in, which means that</span><span class="TrackChangeTextInsertion TrackedChange SCXW11295337 BCX0 TextRun NormalTextRun" lang="EN-US"> </span><span class="TextRun SCXW11295337 BCX0 NormalTextRun" lang="EN-US">if anything ever happens to that account, UCSF IT has no way of knowing who made the changes.</span><span class="EOP SCXW11295337 BCX0"> </span></li><li><span class="TextRun SCXW27370369 BCX0 NormalTextRun" lang="EN-US">Yes, you will use your </span><span class="TrackedChange SCXW27370369 BCX0 TextRun Highlight MacChromeBold NormalTextRun" lang="EN-US"><strong>individual Duo account</strong></span><span class="TextRun SCXW27370369 BCX0 NormalTextRun" lang="EN-US"> to access </span><span class="TrackedChange SCXW27370369 BCX0 TextRun Highlight MacChromeBold NormalTextRun" lang="EN-US"><strong>VPN </strong></span><span class="TextRun SCXW27370369 BCX0 NormalTextRun" lang="EN-US">via </span><span class="TrackedChange SCXW27370369 BCX0 TextRun Highlight MacChromeBold NormalTextRun" lang="EN-US"><strong>Pulse Secure</strong></span><span class="TextRun SCXW27370369 BCX0 NormalTextRun" lang="EN-US"> or </span><a href="https://remote.ucsf.edu/dana-na/auth/url_2/welcome.cgi"><span class="TextRun SCXW27370369 BCX0 NormalTextRun" lang="EN-US">remote.ucsf.edu</span></a><span class="TextRun SCXW27370369 BCX0 NormalTextRun" lang="EN-US">. Once authenticated into VPN, you can log in</span><s><span class="TrackChangeTextDeletionMarker TrackedChange SCXW27370369 BCX0 TextRun NormalTextRun TrackChangeTextDeletion" lang="EN-US"> </span></s><span class="TextRun SCXW27370369 BCX0 NormalTextRun" lang="EN-US">to your department's </span><em><span class="TrackedChange SCXW27370369 BCX0 TextRun Highlight NormalTextRun" lang="EN-US">resource accounts</span></em><span class="TextRun SCXW27370369 BCX0 NormalTextRun" lang="EN-US"> via the </span><span class="TrackedChange SCXW27370369 BCX0 TextRun MacChromeBold NormalTextRun TrackChangeDeleteHighlight" lang="EN-US"><strong>Outlook Web App</strong></span><span class="TextRun SCXW27370369 BCX0 NormalTextRun" lang="EN-US">.</span><span class="EOP SCXW27370369 BCX0"> </span></li><li><span>You <strong>cannot</strong> enroll a resource account in Duo. Please follow the instructions on the </span><a href="https://it.ucsf.edu/service/multi-factor-authentication"><span>Duo Multi-Factor Authentication</span></a><span> page.</span></li></ul><h2><a class="ck-anchor" id="yubikeys"></a><span>YubiKeys</span></h2><p><span><strong>How do I request a YubiKey?</strong></span></p><ol><li><span>Go to </span><a href="http://help.ucsf.edu/"><span>http://help.ucsf.edu</span></a><span> and click on <strong>Accounts, Access & Email.</strong> </span></li><li><span>Log into <strong>MyAccess</strong> with your network login <strong>username</strong> and <strong>password</strong>. </span></li><li><span>Select the  <strong>Duo YubiKey (Two Factor USB Device) Request  Form.</strong> </span></li><li><span>Fill out the </span><em><span>form</span></em><span> and click <strong>Submit.</strong> Your </span><em><span>YubiKey</span></em><span> should be delivered to us in <strong>2 days</strong>. </span></li><li><span>You will receive a <strong>notification</strong> to pick up your </span><em><span>YubiKey</span></em><span> from an </span><a href="https://it.ucsf.edu/how-to/itfs-desktop-support-health-desks"><span>IT Health Desk</span></a><span> location. </span></li><li><span>Locate the closest <strong>IT Health Desk</strong> and bring your <strong>photo ID</strong> so we can </span><em><span>verify</span></em><span> your </span><em><span>identity</span></em><span>.</span></li></ol><p><span><strong>What should I do if lose my YubiKey?</strong></span></p><ul><li><span>A lost YubiKey represents a </span><em><span>security risk</span></em><span>, so you need to <strong>report</strong> it <strong>ASAP</strong> by calling the </span><a href="https://ucsf.service-now.com/ucsfit"><span>IT Service Desk</span></a><span> at 415.514.4100.</span><ul><li><span>If you are a <strong>Community Connect User</strong>, report the </span><em><span>loss</span></em><span> to your <strong>clinic supervisor</strong> to get a </span><em><span>replacement</span></em><span> YubiKey.</span></li></ul></li></ul><p><span><strong>How can I change how I authenticate with Duo from a YubiKey to my mobile device?</strong></span></p><ul><li><a href="https://ucsf.service-now.com/ucsfit"><span>Contact the IT Service Desk</span></a><span> to <strong>uncouple</strong> your <strong>YubiKey</strong> from your account. They will walk you through setting up your mobile device.</span><ul><li><span>If you are a <strong>Community Connect user</strong>, you will need to return the <strong>YubiKey</strong> to your <strong>clinic supervisor</strong>.</span></li></ul></li></ul> </div> <div class="row"> <div class="related-content"> <div class="row"> <div class="related-content-title"> <h2 class="title">Related Information</h2><div class="flare"></div> </div> <ul class="list-group"> <li class="list-group-item list-group-title"><a href="/how-to/enrolling-your-first-device-duo" hreflang="en">Enrolling Your First Device in Duo</a></li> <li class="list-group-item list-group-title"><a href="/how-to/managing-updating-and-enrolling-additional-devices-duo" hreflang="en">Managing, Updating, and Enrolling Additional Devices in Duo</a></li> <li class="list-group-item list-group-title"><a href="/how-to/multi-factor-duo-authentication-methods" hreflang="en">Multi-Factor (Duo) Authentication Methods </a></li> </ul> </div> </div> </div> <div class="row"> </div> </main> <aside class="sidebar"> <div class="mobile-sidebar-controls"><div class="toggle-sidebar"></div><span>Section Menu</span></div> <div class="views-element-container block block-views block-views-blockhierarchical-sidebar-content--block-2"> <div><div class="view view-hierarchical-sidebar-content- view-id-hierarchical_sidebar_content_ view-display-id-block_2 js-view-dom-id-82d1a130eaadf21869b1a9192db5e8801479ab55c53955ab26dbcd86876b0483"> <div class="view-content"> <div><div class="views-field views-field-title-1 sidebar-menu"><div class="field-content menu-heading">Multi-Factor Authentication (Duo)</div></div> <div><ul class="sidebar-menu"><li><a class="depth-0" href="/how-to/enrolling-your-first-device-duo">Enrolling Your First Device in Duo</a> </li><li><a class="depth-0" href="/how-to/managing-updating-and-enrolling-additional-devices-duo">Managing, Updating, and Enrolling Additional Devices in Duo</a> </li><li><a class="depth-0" 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