Duo App Not Successfully Reconnected By iCloud Backup

Environment

Duo Mobile on iPhone

Issue

After using iCloud backup, users may see their University of Michigan account in the Duo app with a 6-digit mobile passcode, but do not receive Duo push requests and the passcodes do not work.

While iCloud backups can restore Duo functionality in some cases, factors like an older version of the Duo Mobile app, the iOS version, and how iCould backup has been configured can prevent a complete restore.

Resolution

1. Update the Duo Mobile app to the latest version

   1. Open the App store and search for Duo Mobile.
   2. If you see an option to update the app, you are not running the latest version and should update.

2. Remove the University of Michigan account from the Duo app

   1. Open Duo Mobile.
   2. Click on the University of Michigan Account in your app.
   3. Click on the 3 dots on the right hand side of the screen.
   4. Click Delete.

3. Reactivate your Duo app

   1. Go to https://duo.it.umich.edu.
   2. Sign in with your uniqname and password.
   3. On the Duo screen, click Other Options and select the Text Passcode option.
   4. Enter the passcode sent via text to your phone.
   5. Click Add A Device.
   6. Choose the Duo Mobile Option.
   7. Follow the steps on-screen to reactivate your app.

Additional Information

Recommendations for backing up the Duo Mobile app with iCloud:

• Update to the latest Duo Mobile app.
• Update to the latest version of Apple iOS for your device.
• Configure iCloud backup to  include iCloud Keychain.

For further assistance, please contact the ITS Service Center.