- Before you begin...
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Course Overview
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Video: Getting Started (1:03)
- End-User Account Statuses
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Video: Enrollment Status Review (1:28)
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Enrollment Status
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Video: Account Status Overview (2:15)
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Account Status
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Video: Active Status vs. Duo Mobile Activation (0:39)
- Troubleshooting Tips
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Video: "Help, I don't have my 2FA device!" (0:39)
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Pro Tips: Lost 2FA Devices & Bypass Codes
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Video: "I need help activating Duo Mobile." (2:01)
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Pro Tips: Duo Mobile Activation, Reactivation, & QR Codes
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Video: "I'm having trouble getting Duo Push notifications." (0:28)
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Pro Tips: Duo Push Notification Delivery
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Video: "I didn't get the enrollment email, can you resend it?" (1:17)
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Pro Tips: Enrollment Emails
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Video: "I need to add a new 2FA device, can you help?" (0:53)
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Pro Tips: Device Management
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Video: "How do I change my default authentication device?" (1:08)
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Pro Tips: Default Devices
- Logs & Reporting
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Video: How to filter Admin Panel logs (1:08)
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Pro Tips: Logs & Reporting
- Empowering Everyone from Admins to End-Users
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Video: Introduction to Duo Help Desk Push (1:47)
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Video: Making the most of Duo resources (1:51)
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Video: Adopting Duo Mobile in your Organization (1:20)
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How to contact Duo Support
- Challenge
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Video: Final Thoughts (0:23)
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Summary & Resources
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Knowledge Check
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Share Feedback (Optional)
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Take the next step
Help Desk: Support Success
Employees at your organization will turn to your helpdesk support team with questions about enrollment, authentication, and using their 2FA devices. Learn how to investigate common support scenarios and resolve help desk tickets about Duo.
About this course
Employees at your organization will turn to your helpdesk support team with questions about enrollment, authentication, and using their two-factor authentication (2FA) devices. Learn how to investigate common support scenarios and locate resources to help you resolve help desk tickets about Duo. With the useful troubleshooting steps, resources, and enablement tips in the following lessons, you will be able to:
- Locate and identify user account status
- Explain the difference between Active status and Duo Mobile Activation
- Investigate common end-user support scenarios, including:
- Lost and Stolen Devices, Enrollment Emails, Duo Mobile Activation
- Adding a new 2FA Device
- Changing default device
- Duo Push notification delivery
- Filter Admin Panel reporting to diagnose authentication issues
- Apply end-user enablement strategies with documentation, education, and in-product self-service remediation
- Locate valuable end-user and administrator resources for supporting Duo
WHAT ROLE DO YOU HAVE?
This course is designed for users with Help Desk or User Manager roles in the Admin Panel. Check what role you have in the Admin Panel by navigating to Profile > Edit Profile > Scroll down to Permissions > Role.
If your role is different than Help Desk or User Manager, your user experience with the Admin Panel may differ from the experience shown in the following course, and may have access to additional or fewer features. If you believe you should have an Owner or Administrator role and do not, contact the person at your organization with an Owner role and request that your access be changed.