Frequently Asked Questions (FAQs)


Below is a list of frequently asked questions.  If your question is not answered here, please contact the Service Desk for assistance.

Account Questions

Q. Why isn’t Remember me for 7 days working?

A. Remember me for 7 days works per browser and per device.  First check to see if you are using the same browser you used when you selected that option.  Additionally, your system should not be set to automatically remove cookies if you want to have it remember you. See Remember Me for 7 Days for more information.

Q. What if I am traveling?  What should I do about my account?

A. If you have a smart phone with the Duo app installed you can generate a passcode without any network connectivity, roaming charges or text charges. If you do not have a smartphone, we recommend you contact the Service Desk at 617-627-3376 to discuss your options.

Q. Can I delete my two-factor account?

A. In order to continue protecting data at Tufts, we recommend you do not delete your two-factor account.  Please contact the Service Desk at 617-627-3376 if you are there are issues or you have questions about your two-factor account.

Q. I'm a systems administrator. How long will I have access to a server before a time-out?

A. Time-outs are session specific and they are therefore determined by the computer's policy.  The amount of time you can stay logged in to a server after you have authenticated with 2FA will vary depending upon each server.

Device Questions

Q. I don't have my device with me, what do I do?

A. If you do not have access to any of your enrolled devices, you can contact the Service Desk at 617-627-3376 to receive a passcode or to temporarily suspend your account.

Q. How can I get a passcode?

A. There are multiple ways to obtain passcodes. See Enter a Passcode for details or Contact the Service Desk at 617-627-3376 to receive a passcode.

Q. I pressed Accept on my smartphone, why isn't it going through?

A. Depending on where and when you pressed Accept, you may need to unlock your phone as well.

Q. How do I enroll my laptop/desktop computer?

A. You do not need to enroll your laptop/desktop computer.  2FA is designed to use something you know (login and password) and something you have. Think of your computer as the first factor, where you input something you know, your login and password. The second factor is the device (mobile phone, tablet, or landline) that is the something you have, where you confirm your identity.

Q. What if I don't want to carry a phone around with me?

A. You can contact the Service Desk at 617-627-3376 and request a token/fob.

Q. What if get a new phone?

A. If you get a new phone, use the go to my 2FA settings button from it.tufts.edu/2FA to add a new device. See Add a New Device for details.

Q. What if I lose my phone or tablet?

A. If your phone has been lost or stolen, contact the Service Desk at 617-627-3376 to have your device removed from 2FA, so that unauthorized access is prevented.

Q. I entered my phone number incorrectly. How do I fix it?

A. If you entered the incorrect number while adding a device, delete the device from your account and start again.

Q. How long is my SMS passcode valid?

A. SMS passcodes are sent in batches of 10 when requested.  Each passcode is valid for 90 days once it has been received.  Once a passcode has been used as part of two-factor authentication, it cannot be reused.

Duo Mobile App Questions

Q. Why is Duo Mobile push notification giving me an Unknown Error?

A. If you are receiving a message with Unknown Error: An SSL error has occurred and a secure connection to the server cannot be made you may need to switch the wireless connection on your device to Tufts_Secure. 

Q. Do I need to have a data plan to receive a push notification?

A. No, but you need to be able to connect your device to a wireless network. 

Q. Why don't I receive a push notification when I'm using the Tufts_Guest network?

A. Tufts_Guest is not intended for use by Tufts' faculty or staff.  Switch your device's wireless network to Tufts_Secure to receive push notifications properly.

Q. How do I re-activate Duo Mobile?

A. If the Duo Mobile app is no longer linked to the Tufts account you can re-activate it through My Settings & Devices.  See Reactivate Duo Mobile App for details.

Q. What do I do if I lock out my Duo Mobile account?

A. If an account has been unsuccessfully used to access a Duo enabled server ten (10) times, the account becomes locked out as a security measure.  In order to unlock your account, you must contact the Service Desk at 617-627-3376.  If you believe it is a result of your account being hacked, contact Information Security as well.

Q. What if I do not want to use the camera on my smartphone to set up my account?

A. You have the option to email an activation link to you. However, you must be able to access the email from the device you are registering with 2FA. See Email an Activation Link for details.

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