Problem

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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

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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 Hardware token in Other Options 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!