DUO Security Issues

Tags DUO

Applicable to

Faculty, students, and staff

Common Questions/Issues

I am not receiving Duo push notifications. 

Go into your phone's settings to make sure Duo notifications are turned on. 

I see an empty box when trying to authenticate with Duo.

Apple considers the Duo Authentication Prompt "Adult Content". To resolve this issue, you will need to disable content restrictions. 

  • iOS 11 or earlier
    1. Open Settings
    2. Select General
    3. Select Restrictions
      • If you do not want to fully disable content restrictions, add duosecurity.com to the whitelist on this page. This will allow the Duo Prompt to display even if content restrictions are enabled.
    4. Select Websites.
    5. To completely disable content restrictions, uncheck Limit Adult Content. 
  • iOS 12
    1. Open Settings
    2. Select Screen Time
      • NOTE: If you are opening Screen Time for the first time and haven't set up the feature, you will be prompted to set up the phone either for yourself or a child and will have the option to set a passcode.
    3. Select Content & Privacy Restrictions
      • If you do not want to fully disable content restrictions, add duosecurity.com to the whitelist on this page. This will allow the Duo Prompt to display even if content restrictions are enabled. 
    4. Select Content Restrictions
    5. Select Web Content.
    6. To completely disable content restrictions, uncheck Limit Adult Content.

I get an error message when I send myself a push.

Error message examples:

  • Invalid certificate - the certificate provided is invalid
  • Unknown error cancelled (-999)
  • An SSL error has occurred and a secure connection to the server cannot be made. (-1200)

These error messages indicate that the phone cannot establish a connection to Duo's cloud service. Try these troubleshooting steps before contacting the Help Desk:

  • Turn off wifi on your phone so it's using data.
  • Restart your phone and the device sending a push.
  • Remove and re-add your phone to your Duo account. Follow the steps here to do so. 

When I try to log into my.wisconsin.edu, I get an "Additional Identity Proofing Needed" error message. 

Submit a DUO Security Issues ticket to the Help Desk. 

Relevant KB Articles

Duo Security Overview: https://www.uwec.edu/kb/article/services-duo-overview/