Frequently Asked Questions about 2Step Authentication

What should I do if I'm traveling in an area without mobile service? My iPhone is prompting me for my email password repeatedly, what do I do? What do I do if I lose my device? I've just got a new device. How do I enroll it? How can I get Duo Mobile on my device? Can I use a landline as an authentication factor? Still have questions or need help?
What should I do if I'm traveling in an area without mobile service?

Yes, you can still use the University of Redlands 2Step authentication system even in an area without mobile service. The following solutions may work for you.

Use Duo Mobile Passcodes: You can use the Duo Mobile app to generate a passcode, even if your device is not connected to the Internet.

Use a Token:  Tokens, which can be checked out from ITS prior to travel, can be used in place of the duo mobile application in situations where you do not have access to mobile internet service.  You may request a new token by filling out the form on the Request a Token page.

Get passcodes in advance: If you know you're going to be in a situation where you have no internet access at all, you can get one-time passcodes ahead of time.

See the How To Videos page for more information.

My iPhone is prompting me for my email password repeatedly, what do I do?

If your iPhone or iPad is repeatedly prompting you for your password in the email application, ensure your device is on iOS 11, remove your email application from the phone, restart the phone, and then recreate the email account. If you need assistance with this, please watch this video 

What do I do if I lose my device?

If you lose your device it is critical to deauthorize it as soon as possible.  If you have enrolled a second device, log into the Device Managment Portal to remove (deauthorize) the lost device.

If you don't have a second device enrolled, contact Tech Support Services ASAP to report the device as lost.

Tech Support Services

Email: tech_support@redlands.edu 
Phone: (909) 748-8922

I've just got a new device. How do I enroll it?

You can enroll a new device yourself by logging into the Device Managment Portal.

How can I get Duo Mobile on my device?

Duo Mobile works on every device - including smartwatches. Use your Apple Watch to receive login requests on your wrist, and authenticate on your iPhone, iPad or Apple Watch. Duo Mobile for iOS also supports Touch ID, an additional layer of security to verify your identity.

Duo Mobile works with Apple iOS, Google Android, Palm, Windows Phone 7, Windows Mobile 8.1 and 10, and J2ME/Symbian. Download Duo Mobile for iPhone or Duo Mobile for Android - they both support Duo Push, passcodes and third-party TOTP accounts.

More information can be found on the Duo Mobile website.

Can I use a landline as an authentication factor?

While it is possible to register your land line as an authentication factor, ITS strongly recommends using a land line only as a secondary factor. In this scenario,  you can only access your email or your files from where your landline is located. 

Still have questions or need help?

If you still have questions or need assistance with 2Step Authentication, please contact University of Redlands Technical Support Services @ (909) 748-8922 between the hours of 8am - 5pm, Monday through Friday.  For after hours support, the Jones Computer Center is available from 5pm - 10pm, Monday through Thursday, and Saturday from 9am to 5pm @ (909) 748-8962.