FAQ

What is 2-Step Verification? 

2-Step verification, also known as "two-factor authentication" or "2FA", provides students, faculty and staff with an extra layer of security in addition to their passwords. This additional step ensures that your information, transactions or online work is safer from unauthorized access by requiring a second method of authentication, such as a phone, code or other registered device, to verify your identity. Even if someone obtains your password, they cannot access your account without having your registered 2-Step device. 

How does 2-Step Verification work?

 2-Step Verification, also known as "two-factor authentication" uses mobile technology to send an authentication request to your registered device. When you log into a Fresno State resource, a notification will be sent immediately to your smartphone or other registered device. You simply tap Approve on the screen, which verifies that you are the person logging in and your access will be available.

Why should I use 2-Step Verification?

 2-Step Verification provides extra protection for the sensitive information our systems contain in case you are a victim of phishing or hacking. If someone steals your credentials and tries to access your account, your user name and password will not be sufficient to log in. The thief will also need to have access to your device to complete the log in process. If someone else tries to log in to your account, you will be notified on your device and you can deny them access instantaneously.

Do I have to use 2-Step Verification to access my account?

 2-Step Verification is mandatory for Faculty, Staff, and Student Employees with access to confidential data. All other employees have optional access to 2 factor authentication. If you choose not to enroll to use it, there is no change to the way you access your account.

What devices are supported to register for 2-Step Verification?

  •  iOS devices (iPhone, iPad, iPod)
  • Android devices (phone, tablet)
  • Windows Phone 7
  • Windows Mobile
  • Other cell phones (non-smart phones) and landline telephones

How do I get started?

 To get started or manage your two step account, click here.

How many devices can I enroll in 2-Step Verification?

 2-Step Verification lets you register multiple devices to your account, so you can always access your account even if one device is temporarily unavailable. We recommend a minimum of two devices.

How do I manage or edit my 2-Step Verification devices?

 To get started or manage your two step account, click here.

I don’t have my 2-Step Verification device with me. What can I do?

 Contact the ITS Help Desk at (559) 278-5000 for assistance.

Which University services or systems currently require 2-Step Verification for login?

All login instances to Fresno State data require a 2-step login every 12 hours. This applies separately to each browser and device.

Note: This does not currently include campus wifi or computer station login. 

What do I do if I get a 2-Step Verification push notification on my device when I didn't log in?

 If you get a push notification from the Duo app that you did not request, that means someone else is trying to log in using your account and your FresnoState account may have been compromised. Tap the Deny button in your Duo app. Then log in to our password management system and change your password as soon as possible. This will ensure access to your account remains secured. Inform the Help Desk at (559) 278-5000 or hdfeedback@mail.fresnostate.edu immediately if this occurs.

How do I authenticate with my smart phone app if I don't have cell signal, data, or Wi-Fi connection?

 You can generate a passcode in the Duo Mobile app by tapping the key icon to the right of the “California State University, Fresno” tag. The passcode (a set of numbers) will appear. Then log in to the system using the passcode.

Note:   If you do not already have the app installed, please call the Help Desk at (559) 278 - 5000

What should I do since I lost my device that I use to authenticate with Duo?

 Contact the ITS Help Desk at (559) 278 - 5000 immediately if you lose your phone or suspect it has been stolen. They will disable your phone from being able to authenticate with 2-Step Verification and help you log in using another device.

My account is locked out. What should I do?

 The most common reason why your account is locked is because you have entered an incorrect password for your Fresno State account or the 2-Step has failed at least 10 times. Please contact the Help Desk at (559) 278-5000.

Why have I stopped receiving push notifications on the Duo Mobile app?

 You may have trouble receiving push requests if there are Wi-Fi issues between your mobile device and Duo Security. Many mobile phones have trouble determining whether to use the Wi-Fi or cellular data when checking for push requests. Simply turning the phone to airplane mode and back to normal operating mode again often resolves these issues or if there is a reliable Internet connection available. Similarly, the issue may be resolved by turning off the Wi-Fi connection on your device and using the cellular data connection. If these two methods do not resolve the issue, contact the ITS Help Desk at (559) 278 - 5000.

My iOS mobile device is running iOS 4.3 (or lower) and I am unable to install the Duo Mobile application from the App Store. What do I do?

 The minimum supported operating system for Duo Mobile version 3.1.0 and above is iOS 6.0. If you are installing Duo Mobile for the first time on a device running pre-iOS 6.0:
  1. Download Duo Mobile from the App Store using the iTunes application on a Mac or Windows computer. (You must be signed in with the same iTunes account you use with your iOS device.)
  2. When the download is complete, open the App Store on your iOS device, and install Duo Mobile. You will be prompted with an alert informing you that you will receive the latest compatible version of Duo Mobile (v. 3.0.2).

What if I do not have a mobile device?

 If you do not have a mobile phone you can choose one of the other available authentication methods. You can choose a landline phone call or a hardware token device with approval from your manager.