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

Some browser, device, or security settings may prevent the Duo prompt from displaying correctly. For example, after entering your password, you may see a blank screen or no prompt to approve authentication.

Ad Blockers

Ad blockers may interfere with Duo prompt. Disable your ad blocker and try again. If the prompt works, adjust your ad-blocker settings to allow Duo.

OS Specific Issues

iOS and iPadOS

Ensure JavaScript is enabled:
Settings > Safari > Advanced > JavaScript (turn this on).
Allow cookies:
Settings > Safari > Privacy & Security heading, Block All Cookies (turn this off).
Check content restrictions:
Settings > Screen Time > Content & Privacy Restrictions > Content Restrictions > Web Content.
- If you would like to keep using this feature, add both verify.uillinois.edu and duosecurity.com as Allowed Websites, or
- Set to Unrestricted.

Duo Security, the vendor the University uses for this service, describes this article in some more detail on their website here: How do I resolve Duo Prompt display issues related to iOS or macOS content restrictions? and What do I do if the Duo Prompt won't display in Safari on iOS?.

macOS

Check content Restrictions:
System Preferences > Screen Time > Content & Privacy > Content.
- If you would like to keep using this feature, add both verify.uillinois.edu and duosecurity.com as Allowed Websites, or
- Set the Web Content setting to Unrestricted Access.

Additional detsila are available from Duo Security: How do I resolve Duo Prompt display issues related to iOS or macOS content restrictions?.

Troubleshooting Tips

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

Browser-related
- Ensure 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
- Ensure 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 campus help desk.