DUO Setup and Troubleshooting

 

Cisco DUO is used as our Single Sign-On (SSO) tool for securing accounts like Global Protect (VPN), Docusign, and IT Admin accounts. Colleagues who are assigned a laptop will need to have DUO setup to complete their setup. Make sure Colleagues are using the DUO App on their phones/tablets and not SMS Authentication!

Step 1: Login

  • Navigate to Duo Admin
  • Login with your credentials

Step 2: Navigation

  • You’ll primarily operate in the “Users” section.
  • You can edit your profile via your name in the top left corner.
  • **For any other policy changes, escalate to your Senior IT Analyst or IT Helpdesk Manager.**

Step 3: Create User

  • On the left-hand pane, Navigate to “Users”, then “Users” again.
  • In the top right corner select, “Add User”
  • Fill out the following required and optional fields:
    1. For Username enter first.lastname
    2. For Display name enter First and Lastname
    3. For email address enter in their full DPC email address.
    4. First Name
    5. Last Name
  • Add User

Step 4: Troubleshooting

  • DUO account will lock out after 10 bad attempts!
    1. You can view locked accounts from the main dashboard.
    2. Select “View locked out Users”
    3. Select user and “Unlock”.

 

  • To view a Colleague’s information, navigate to “Users” and then “Users” again.
    1. You can use the search bar on the right side of the panel.
    2. Select the user
    3. Scroll down to see Status. User should be “Active”.
    4. You can view recent Authentication attempts to see if their “Granted”, “Denied”.
      • If you need more logs, select “Full User Logs”.
    5. You can force a new authentication on the next sign in by selecting “Require 2FA on Next Auth”.

 

  • **IF a Colleague gets a new phone, they will need assistance resetting DUO.**
    1. To view their device info, scroll to “Phone”
      • Confirm the phone number with the user
      • Delete the phone with the trashcan icon next to the info.
      • Select “Add Phone”
        • Enter in Phone Number
        • Add Phone
        • User will get a text message to set up.

 

  • IF you need further assistance, escalate to your Senior IT Analyst or IT Helpdesk Manager.

Questions?

 

Author: JW Madonna

Email: [email protected]

Phone: 4078035005 x5005