Configuring and Troubleshooting a Duo Token

Log into the DUO admin
From the menu on the left side select Endpoints>2FA Devices>Hardware Tokens
Here will see a list of all Hardware tokens assigned and unassigned to customers
Choose a token that is Unassigned, on the next page click “attach user”
Search by customer name or email address, select and click “attach”
Ship out token to the customer.
Manager reassigns the ticket to technician for follow up with end user when token arrives.

Troubleshooting Hard Tokens

If a customer’s token is not letting them sign in, you should first resync the token.
Log in to the Duo Admin Panel, click 2FA Devices in the left sidebar, and then click Hardware Tokens.
Look up the customer in the DUO search.
Find the serial # attached to the user and confirm the serial # on the back of their token matched in DUO admin.
At the top right select “Resync Token”
Have the customer read you the code displayed on the token as the 1st code
Have the customer click the button and read you the 2nd code.
Have the customer click the button and read you the 3rd code.
Click the Resync Hardware Token button after entering all three token codes.
Have the customer verify they can connect.

NOTE: Pressing the DUO hardware token continuously without authenticating will result in the hardware token going out of Sync with the admin portal. If this occurs, you will not be able to complete authentication and will not be able to log into System Office services and VPN.