Duo - Locked Out

Issue

The campus member failed to successfully authenticate several times and is now locked out of Duo. 

Environment

Application/Host/Website: DUO 2-Factor Authentication

Resolution

The lock will lift on its own in approximately 30 minutes. Help Desk Central technicians can also lift the lock:

1. Verify the campus member's identity.
   • Treat this with the same level of security as Duo bypass codes - if the campus member is a staff or faculty, you MUST verify their identity visually. Do NOT unlock the campus member's Duo account if they are communicating over email or chat. 
2. Log into Neoweb and navigate to Manage Duo Settings
3. Click Change to Active
   • If this option is not available, they are not actually locked out. 
4. Ensure the campus member is able to authenticate successfully. More troubleshooting may be needed depending on the reason they were locked out in the first place.