Check their phone’s compatibility

1. If device is compatible check DUO Admin to see if there is a phone listed but not added correctly > Remove phone > Help them add it again

2. If device is not among compatible devices >Start a FOB request for them.

• Go to STUDENT FOB SPREADSHEET

• Assign a FOB listed on the sheet and enter student’s information in the sheet

  

   

• Make sure to enter the Fob serial number, Customer ID, Customer Full Name, and Mailing Address (for pickup enter “CL Pickup”) in the corresponding columns.

• After the fob is added to the account (by a Staff memberin Duo Admin) and the spreadsheet is filled out, the customer receives this correspondencehttps://sjsu-its.atlassian.net/wiki/spaces/ISS/pages/1490256049/Enrollment#(Correspondence)--Duo-fob-has-been-assigned-to-account.-(During-Shelter-in-Place)

• Then the ticket is added to your queue, Status - New, Priority - High.

For Admin with access to hardware token:

→ Before you begin: Get hardware token aka. fob from the box

Step One

Sign into DUO Admin (Authorized Persons only) Refer to DUO - Signing in as ADMIN.

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Search for SJSU ID then Click SJSU ID to open account
SJSU ID Number Found
Scroll to down to 'Add a hardware Token' then Click add a token
Scan or enter the token number serial number on the back of the Fob then Click 'Attach Hardware Token'	Image Added
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1. Login to Duo Admin account: https://admin-d132983a.duosecurity.com/login?next=%2F

2. Use the search to look for the user profile using the SJSU id number

1. This will open the profile for that SJSU id number

1. Scroll to down the phone or hardware section depending on what they have to replace/reassign

Hardware for fobs
Phones for smartphone/mobile app

Click on the trash can to remove assigned fob or phone

1. Click Remove

1. Pull up the user's account by searching their SJSU id number

2. Scroll down to Hardware Tokens

   

3. Click on the Serial Number of the fob to open the fob profile

4. Click on Resync Token on the top right which open the next page

   

5. Have the user generate and provide you with the next 3 passcode in order

1. Click

Resync Hardware Token to resync the fob

1. User should be able to log in with the next passcode generated. If this fails, have user exchange their fob.

1. Take the fob(s) being returned.

2. Obtain their Name and SJSU ID number, write it on a piece of paper, and attach it securely to the fob.

3. Remove the former student/student assistant from the Duo Group that they were a part of.

4. Give the fob with attached note to a staff member with Duo Admin access.