Token Passcodes Not Working for Duo Two-Step


Problem


Passcodes generated from your hardware token are not working for the two-step login.  When trying to use a new passcode generated from your token, you are receiving an "Incorrect Passcode" error.

Cause

This usually happens when the hardware token is placed in a bag or pocket where the power button is accidentally pressed repeatedly.  Once a hardware token generates 20 or more codes consecutively, which are not used successfully for two-step authentication, the token will become out of sync with Duo services.

 

Solution


You can manually resync your token by providing multiple, valid passcodes and attempting to use them on the two-step login.  

Follow these steps to resync your hardware token with Duo two-step:

  1. Attempt to log in to an application that requires the two-step login, such as the Duo two-step registration portal: duo-registration.ucsd.edu
  2. On the two-step login screen, select Enter Passcode option as you normally would.
  3. Generate a new passcode on the token, enter passcode and select Login
    • You will receive "Incorrect passcode" error, but don't worry!  This is expected behavior.
  4. Repeat step 3 for three (3) more times, for a total of four (4) times. 
    • On the 3rd attempt, your token will resync to Duo services in the background
    • On the 4th attempt, you should be able to log in and resume using your token as usual!

If you still have questions or need additional assistance, please submit a ticket or call the ITS Service Desk at (858) 246-4357