This article is for faculty and staff whose Duo MFA is in the way — a new or lost phone, no way to approve a login, travel problems, or login side effects in other apps. For first-time enrollment, see Duo Installation and Setup.
Start Here: the Device Management Portal
Most Duo problems are solved in the self-service Device Management Portal — as long as you can still approve a Duo request with one existing method:
- Sign in to MyPortal in a private/incognito window (required — if your regular browser is trusted, the Duo prompt is skipped and you can't reach the portal).
- At the Duo prompt, click Other options, scroll down, and click Manage devices.
- Verify your identity, then add, rename, or remove devices.
New phone
- Open the Device Management Portal (above).
- On your old device's card, click I have a new phone.
- Follow the prompts to scan a new QR code with the Duo Mobile app on your new phone.
Using phone calls or texts with the same number? Nothing to do — everything keeps working. New phone number too? Add the new number and remove the old one in the portal, or calls and texts keep going to the old number.
Move Duo before wiping or trading in your old phone. You need the old phone (or a backup method) to authenticate into the Device Management Portal. If the old phone is already gone and you have no backup method, call the ETS Call Center — we'll verify your identity and issue a temporary bypass code so you can get in and re-enroll.
Renaming or removing a device
In the Device Management Portal, click the Edit (pencil) icon on the device card to rename or remove it. Don't remove your only device — you'll be locked out.
Lost, broken, or dead phone: bypass codes
A bypass code is a temporary code that lets you log in with no phone at all. Call the ETS Call Center at (408) 864-8324; after we verify your identity, enter the code at the Duo prompt. Once your phone situation is sorted out, re-enroll your device in the Device Management Portal.
Traveling, VPN, and higher-risk logins
Duo assesses the risk of each login. A login it flags as higher risk — logins from overseas are a common example — is restricted to Verified Duo Push or a bypass code: the MyPortal prompt shows a 6-digit code that you type into your Duo Mobile app to authenticate. Phone calls and texts won't be offered for these logins.
- If you have Duo Mobile installed, you're covered — just enter the on-screen code in the app when asked.
- If you don't use Duo Mobile, contact the Call Center before you travel so we can set you up — a bypass code, or better, Duo Mobile enrollment.
- No cell signal or Wi-Fi where you're going? Duo Mobile's built-in passcode generator works completely offline — tap your FHDA account in the app to show a passcode.
Troubleshooting
No push notification arrives; the screen shows a 6-digit passcode instead
That's Duo's fallback when push delivery fails (poor network, notifications off). Open Duo Mobile, find your FHDA account, and type the 6-digit passcode from the computer screen into the app.
Pushes never arrive at all
- Check that notifications for Duo Mobile are enabled in your phone's settings.
- Check that the app has network access (Wi-Fi or cellular).
- Use the 6-digit passcode fallback above.
Tapped the green check but the computer does nothing
Refresh the MyPortal browser tab. If the Duo timer expired before you approved, the prompt is invalidated — start the login over.
"Trust this browser" doesn't stick — prompted again the next day
Your browser is clearing cookies: private/incognito mode, "clear on exit" settings, or strict privacy extensions wipe Duo's trust cookie. Allow cookies for myportal.fhda.edu or accept the more frequent prompts.
Duo prompt is skipped so you can't reach Manage devices
Your browser is currently trusted. Open a private/incognito window and sign in there — the prompt appears and Other options → Manage devices is reachable.
Deleted or reinstalled the Duo Mobile app
Reinstalling breaks the connection. Re-add the device via the Device Management Portal (approving with a backup method), or call the Call Center for a bypass code.
Duo Mobile stopped working entirely (old app version)
Versions older than 4.85.0 no longer authenticate (early-2026 certificate change). Check the version in the app menu and update from the App Store / Play Store.
Enrolled with Touch ID only; can't log in elsewhere
Touch ID is tied to the device it was set up on. Log in from that device, open the Device Management Portal, and add Duo Mobile or a phone number.
Approved Duo but login still fails
That's usually a password or account problem, not Duo — see the MyPortal troubleshooting article or call the Call Center.
Known side effects in other apps
iPhone Mail stops connecting to district email
- Go to Settings → Mail → Accounts, select your FHDA account, and tap Delete Account.
- Add Account → Microsoft Exchange → enter your FHDA email (try [email protected] if your address doesn't work) → Next → Sign In.
- Sign in on the campus page with your MyPortal credentials and Duo.
Zoom add-in error in Outlook for Windows
The classic add-in has no fix. Install the Zoom Plugin for Microsoft Outlook from Zoom's Download Center instead — it adds a working Zoom button in Outlook's Calendar tab.
Outlook desktop never shows a Duo prompt
Some Outlook configurations don't display the 2FA prompt for Microsoft 365. Contact the Call Center. [link the Duo Security KB article here]
Get help
Submit a ticket at helpdesk.fhda.edu or call the ETS Call Center at (408) 864-8324 (x8324 on campus). Leave a callback number — most issues resolve over the phone.