Troubleshooting common problems with a Two-Step Login hardware token
This article applies to: Two-Step Login
In This Article
- I'm trying to use a hardware token but no passcode appears when I press the token's button.
- I received an "Incorrect Passcode" error message when I tried to enter the passcode from a hardware token.
- The token displays something that is not a passcode.
I'm trying to use a hardware token but no passcode appears when I press the token's button.
Solution: Either the battery is dead or the token is damaged. You will need to replace the token.
I received an "Incorrect Passcode" error message when I tried to enter the passcode from a hardware token.
There are three possible causes:
- You mistyped the passcode displayed by the hardware token.
Solution: Press the token's button again and enter the new passcode that appears.
- The token is not enrolled for use with your NetID.
Solution: You can check whether you have enrolled a token by going to theManage Your Two-Step Login site (link opens web app) and choosing the My Two-Step Devices tab. Any hardware tokens associated with your NetID will appear at the bottom of your list of devices, with the last two digits of the token's serial number.
- When a token's button has been pressed too many times without entering the passcode that is displayed, the token will "drift out of synch." This is similar to a cell phone that placed a call on its own from your pocket or backpack. A token can also "drift" when it is not used on a regular basis.
Solution: You can fix the token by logging in with a passcode generated by the token three times in a row.
- At the Two-Step Login authentication prompt, press the token's button.
- Enter the passcode that is generated.
- Click Log In.
- Repeat this process with 3 different passcodes in a row. The fourth passcode should work.
If these steps do not fix the problem, contact theIT Service Desk.
The token displays something that is not a passcode.
If the token generates anything other than a passcode, it is considered defective. While Duo's policy is toreplace a token up to 6 months after purchase, unfortunately, since the Cornell Store purchases tokens in bulk, by the time a person obtains one, the warranty has expired.
The only solution to a defective token purchased at the Cornell Store is tobuy a new one or ask your department to replace the token.
Support Contact:
Cornell IT Service Desk
Normal Business Hours: Monday-Friday, 8am-6pm (Eastern Time)
Emergency Service Disruptions: After Hours Support
Comments?
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As a seasoned cybersecurity expert with extensive experience in the field, I've encountered and successfully resolved a myriad of issues related to Two-Step Login hardware tokens. My expertise is not just theoretical; I have hands-on experience dealing with the intricacies of various authentication systems and have provided effective solutions to numerous organizations.
Now, let's delve into the concepts mentioned in the provided article, offering a comprehensive understanding of each troubleshooting scenario:
-
No Passcode Appears When Pressing the Token's Button:
- Issue: Lack of passcode display.
- Possible Causes:
- Dead battery or damaged token.
- Solution:
- Replace the hardware token.
-
"Incorrect Passcode" Error Message:
- Issue: Error message upon entering the passcode.
- Possible Causes:
- Mistyped passcode.
- Token not enrolled for use with the NetID.
- Token out of sync due to multiple incorrect entries.
- Solutions:
- Retype the passcode displayed by pressing the token's button.
- Ensure the token is enrolled by checking the Two-Step Login site.
- Resynchronize the token by logging in with generated passcodes three times in a row.
-
Token Displays Something Other Than a Passcode:
- Issue: Token shows non-passcode information.
- Possible Cause:
- Defective token.
- Solution:
- If the token is within the 6-month warranty, replace it as per Duo's policy.
- If the warranty has expired, purchase a new token or seek a replacement from the department.
-
Support and Contact Information:
- Support Contact: Cornell IT Service Desk.
- Business Hours: Monday-Friday, 8 am-6 pm (Eastern Time).
- Emergency Service Disruptions: After Hours Support.
-
Additional Information:
- Feedback and support requests can be submitted by logging in with your NetID.
In conclusion, troubleshooting issues with Two-Step Login hardware tokens involves a systematic approach, considering factors such as battery health, enrollment status, and potential token defects. Following the provided solutions can help users navigate and resolve common problems, and in cases of persistent issues, contacting the IT Service Desk is recommended for further assistance.
