Audience
Public - Students / Faculty and Staff
Issue
When a Central Piedmont 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.
Prerequisites
The prerequisites are:
1. The new device is in hand.
2. The old device that was previously used for Duo Authentications is also in hand and has not been factory reset. (Android, Duo Fob, non-iPhone devices ONLY)
3. An Internet connection is available.
4. Duo Mobile is installed on the new device.
5. 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 – 3, 7, and 8
Processes related to a new device being an iPhone, see scenarios 4 - 8
New device is an Android Phone.
NOTE: You must still have access to your previous Duo Mobile Device and the device must not be Factory reset!
With Same Phone Number – Scenario 1
Scenario 1: Your NEW device is an Android, and your PREVIOUS device was an Android.
Solution: Restoring Duo Mobile- Android
With NEW Phone Number – Scenarios 2 - 3
Scenario 2: Your NEW device is an Android, and your PREVIOUS device was an Android.
Solution: Restoring Duo Mobile- Android
Scenario 3: 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.
Add/Remove Duo Devices Using Universal Prompt
New device is an iPhone.
With Same Phone Number – Scenario 4
Scenario 4: Your NEW device is an iPhone, and your PREVIOUS device was an iPhone.
Solution: Restoring Duo Mobile- iOS
With New Phone Number – Scenarios 5 - 6
Scenario 5: Your NEW device is an iPhone, and your PREVIOUS device was an iPhone.
Solution: Restoring Duo Mobile- iOS
Scenario 6: 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.
Add/Remove Duo Devices Using Universal Prompt
Previous device was a Duo Fob.
Scenario 7: 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.
Add/Remove Duo Devices Using Universal Prompt
Previous device was not a Mobile Phone or Duo Fob.
Scenario 8: 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.
Add/Remove Duo Devices Using Universal Prompt
Outcome
The new device will be registered and activated with Duo Mobile. All previous Duo accounts from the user’s old devices will be presented on the new device.