Audience
Public - Student's / Faculty and Staff
Issue
When a CPCC user obtains a new device and tries to reactivate their Duo account on that new device, they will be prompted to set up their Duo account on the new device.
There are multiple scenarios that a user may fall into. Please follow the scenario that best fits your current situation.
If assistance is needed, please call the service desk at 704-330-5000 for help walking through the processes below.
Prerequisites
The prerequisites are:
- The new device is in hand.
- The old device that was previously used for Duo Authentications is also in hand. (Android, Duo Fob, non-iPhone devices ONLY)
- An Internet connection is available.
- Duo Mobile is installed on the new device.
- Users Duo Mobile backup account is connected on the new device. (Mobile Phones Including iPhones, Androids, and Google phones)
Solutions
Processes related to a new device being an Android, See scenarios 1 – 6, 11, and 12
Processes related to a new device being an iPhone, see scenarios 9 - 12
New device is an Android Phone.
NOTE: You must still have access to your previous Duo Mobile Device!
With Same Phone Number – Scenarios 1 - 3
Scenario 1: Your NEW device is an Android, and your PREVIOUS device was an Android.
Solution: https://guide.duo.com/duo-restore#restore-accounts-android
Scenario 2: Your NEW device is an Android, and your PREVIOUS device was an iPhone.
Solution: Contact the ITS service Desk and ask them to send a “reactivation SMS message” to the correct phone number of the device you will be using for Duo authentication.
Service Desk reference: https://cpcc.teamdynamix.com/TDClient/365/Portal/KB/ArticleDet?ID=12869
Scenario 3: Your NEW device is an Android, and you no longer have access to your PREVIOUS device.
Solution: Contact the ITS service Desk and ask them to send a “reactivation SMS message” to the correct phone number of the device you will be using for Duo authentication.
Service Desk reference: https://cpcc.teamdynamix.com/TDClient/365/Portal/KB/ArticleDet?ID=12869
With NEW Phone Number – Scenarios 4 - 6
Scenario 4: Your NEW device is an Android, and your PREVIOUS device was an Android.
Solution: https://guide.duo.com/duo-restore#restore-accounts-android
Scenario 5: Your NEW device is an Android, and your PREVIOUS device was an iPhone.
Solution: Add another device in AMP and delete your PREVIOUS device after accounts are connected to your NEW phone. https://cpcc.teamdynamix.com/TDClient/365/Portal/KB/ArticleDet?ID=16234
Scenario 6: Your NEW device is an Android, and you no longer have access to your PREVIOUS device.
Solution: Contact the ITS service Desk and ask them to send a “reactivation SMS message” to the correct phone number of the device you will be using for Duo authentication.
Service Desk reference: https://cpcc.teamdynamix.com/TDClient/365/Portal/KB/ArticleDet?ID=12869
New device is an iPhone
With Same Phone Number – Scenarios 7 – 8
Scenario 7: Your NEW device is an iPhone, and your PREVIOUS device was an iPhone.
Solution: https://guide.duo.com/duo-restore#restore-accounts-ios
Scenario 8: Your NEW device is an iPhone, and your PREVIOUS device was an Android.
Solution: Contact the ITS service Desk and ask them to send a “reactivation SMS message” to the correct phone number of the device you will be using for Duo authentication.
Service Desk reference: https://cpcc.teamdynamix.com/TDClient/365/Portal/KB/ArticleDet?ID=12869
With New Phone Number – Scenario’s 9 - 10
Scenario 9: Your NEW device is an iPhone, and your PREVIOUS device was an iPhone.
Solution: https://guide.duo.com/duo-restore#restore-accounts-ios
Scenario 10: Your NEW device is an iPhone, and your PREVIOUS device was an Android.
Solution: Add another device in AMP and delete your PREVIOUS device after accounts are connected to your NEW phone. https://cpcc.teamdynamix.com/TDClient/365/Portal/KB/ArticleDet?ID=16234
Previous device was a Duo Fob
Scenario 11: Your NEW device is a Mobile phone, and your PREVIOUS device was a Duo Fob.
Solution: Add another device in AMP after authenticating into AMP using the passcode from your Duo Fob.
https://cpcc.teamdynamix.com/TDClient/365/Portal/KB/ArticleDet?ID=16234
Previous device was not a Mobile Phone or Duo Fob
Scenario 12: Your NEW device is a Mobile phone, and your PREVIOUS device was neither a Duo Fob or Mobile Phone.
Solution: Add another device in AMP after authenticating into AMP using the previous authentication device.
https://cpcc.teamdynamix.com/TDClient/365/Portal/KB/ArticleDet?ID=16234
Outcome
The new device will be registered and activated with Duo Mobile. All previous Duo accounts from the users old devices will be presented on the new device.