Multi-Factor Authentication (MFA), Duo Prompt Display Issues

Some privacy and security features, especially on Apple devices, prevent the Duo Universal 2-factor prompt from working correctly. For example, a blank screen appears after the password is accepted, but the prompt to text or notify doesn't appear.

Ad Blockers

Some ad blockers can interfere with the Duo prompt. Disable your ad blocker and try again. If the Duo prompt displays correctly after that, you can leave the ad blocker disabled or try to adjust your ad blocker settings to get it working alongside Duo.

OS Specific Issues

iOS and iPadOS

  • make sure JavaScript is enabled in Settings > Safari > Advanced > JavaScript (turn this on).
  • allow cookies with the switch in Settings > Safari > Privacy & Security heading, Block All Cookies (turn this off).
  • check Content Restrictions in Settings > Screen Time > Content & Privacy Restrictions > Content Restrictions > Web Content.
    • if you'd like to keep using this feature, add both verify.uillinois.edu and duosecurity.com as Allowed Websites.
    • otherwise, change this setting to Unrestricted.

Duo Security, the vendor the University uses for this service, describes this article in some more detail on their website here: https://help.duo.com/s/article/3710 and https://help.duo.com/s/article/3731.

macOS

  • check Content Restrictions in System Preferences > Screen Time > Content & Privacy > Content heading.
    • if you'd like to keep using this feature, add both verify.uillinois.edu and duosecurity.com as Allowed Websites.
    • otherwise, change the Web Content setting to Unrestricted Access.

Duo Security, the vendor the University uses for this service, describes this article in some more detail on their website here: https://help.duo.com/s/article/3710.

Troubleshooting Tips

The following steps may help isolate the cause of the issue:

  • Browser-related
    • Make sure your browser is up to date by checking for and applying updates.
      • Supported browsers and versions can be found here.
    • Try using your browser in 'Guest' mode. This can help determine if there is a browser setting or add-on that is interfering with Duo.
    • Try using a new browser profile.
    • Use a different browser. If a different browser works, this will tell you that there is an issue with the configuration of the browser, or it is not supported.
  • OS-related
    • Make sure your OS is up to date by checking for and applying updates.
    • Issues related to iOS, iPadOS, and macOS are detailed above.
    • Try using a different device. This can help determine if there is a setting related to the device or OS that is interfering with Duo.
  • Connection-related
    • Not very common, but there have been some instances where there is an issue with the internet connection (router or ISP) that causes issues loading the Duo prompt. Usually DNS related. Try using a different connection to see if this could be the cause.
      • For example, if on a cell phone, use your cellular connection instead of Wi-Fi.
      • Or try connecting to a different Wi-Fi network.

If none of the above steps work, please reach out to your Help Desk.

See Also


KeywordsmacOS mac os iOS iPhone iPad Safari duo blank iframe i frame illinois app rokwire 2FA MFA Multi-factor Multifactor   Doc ID108918
OwnerIdentity and Access ManagementGroupUniversity of Illinois Technology Services
Created2021-02-09 08:45:45Updated2023-07-07 13:14:15
SitesUniversity of Illinois System, University of Illinois Technology Services
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