Northwestern University in Qatar

Scenario: You have not yet arrived in Qatar when you set up Duo.

Solution: Make sure that when you register for Duo that you register to use Duo Mobile. If your phone is currently registered to receive phone calls only, download Duo Mobile and change your registration type.

Before you leave for Qatar:

1. From the App Store or Google Play, download Duo Mobile onto your phone.  

2. Go to http://www.northwestern.edu/mfa-register, and remove your phone. This removes it from accepting phone calls only.
3. Go back to http://www.northwestern.edu/mfa-register and register your phone to use Duo Mobile.
4. Do not forget to allow notifications so that you can approve your access quickly.

Scenario: You are traveling soon. You will have access to both your Qatar phone and an international phone.

Solution: Make sure your current phone is registered to use Duo Mobile. If your phone is currently registered to receive phone calls only, download Duo Mobile and change your registration type.

Before you leave your current location (international/Qatar):

1.  From the App Store or Google Play, download Duo Mobile onto your phone.  

2. Go to http://www.northwestern.edu/mfa-register, and remove your phone. This removes it from accepting phone calls only.
3. Go back to http://www.northwestern.edu/mfa-register and register your phone to use Duo Mobile.
4. Do not forget to allow notifications so that you can approve your access quickly.

Once you are in your destination country:

1.  From the App Store or Google Play, download Duo Mobile onto your destination country phone. 

2. Go to http://www.northwestern.edu/mfa-register and add your second phone to your MFA profile. Register it to use Duo Mobile. MFA will confirm this addition by contacting your initial phone registered on Duo over wi-fi.
   • Since MFA can store multiple numbers, do not remove your existing phone number. This way you can still use your initial phone when you return.
3. Do not forget to allow notifications so that you can approve your access quickly.

Scenario: You got a new phone (same phone number and type of phone) and need to reactivate the Duo Mobile app or your Duo Mobile app was deleted.

Solution: Follow the steps below to reactivate your Duo Mobile app.

1. On your computer, go to https://duoenroll.it.northwestern.edu/#/manage and log in using your NetID and NetID password.
2. On the next page, click on "Call Me" to authenticate yourself with Duo (Note that this only works if you didn't change your number). 
3. You should receive a phone call from Duo asking to authenticate. If you managed to authenticate successfully, you should reach the next page where you will need to click on the Blue "Device Options" button next to your phone number. 

4. Click on "Re-activate Duo Mobile" which will send a Duo activation link as an SMS to your phone.

5. Remember to go to your app store and search for and install Duo Mobile beforehand. Once the app is installed, click on the Duo activation link from the SMS.
6. This will prompt you to open it from the Duo app and should register your duo account with the app.
7. If this does not work, please follow the steps in “Requesting Duo Mobile Assistance” below.

Scenario: You registered a phone before traveling, but you no longer have access to that device.

Solution: You will need to contact the NU-Q IT Helpdesk to register your international phone.

1.  From the App Store or Google Play, download Duo Mobile onto your phone. 

2. Send an email message to helpdesk@qatar.northwestern.edu with the following information and the NU-Q IT Helpdesk will manually register your phone:
   • Your NetID.
   • A scan or photo of your Wildcard or government-issued photo ID.
   • The telephone number you want to add for Multi-Factor Authentication, including area code/country code.
   • The type of telephone you are registering (iPhone, Android, other).
   • If you no longer have access to the existing number(s) in Duo (lost phone/changed phone number), please specify the number(s) to be removed.
   • Follow the instructions in the email response you receive from the Helpdesk.

Scenario: You can no longer authenticate using Duo Mobile.

Solution: If you can no longer authenticate using Duo Mobile, send an email message to helpdesk@qatar.northwestern.edu from your official Northwestern email address, and include the following information:

• Your NetID
• A scan or photo of your Wildcard or government-issued photo ID
• Short description of your issue, such as:
  • I got a new phone.
  • I am not in Qatar and I'm now using a phone in a different country.
  • I updated the phone's operating system and now Duo does not work.
  • I accidentally deleted Duo Mobile from my phone and even though I reinstalled it, it is not working.
  • Duo seemed to spontaneously stop working and I am not sure why.
• Info about your existing phone:
  • Its phone number (include country code)
  • Its phone type (iPhone/Android)
• If you have a new phone or phone number, its info:
  • Its phone number (include country code)
  • Its phone type (iPhone/Android)

Our Duo administrators will then troubleshoot your specific situation and send you reactivation instructions or confirm your changes.