My Duo Security passcode is not working (Incorrect Passcode), what should I do?
If you are using a Duo Key Fob or generating a Passcode from within the Duo Mobile App (Passcode Generator) and you are receiving an Incorrect Passcode error message when trying to authenticate with a passcode generator, your passcode generator is no longer properly synchronized with the Duo Security Servers.
How does a passcode generator become out of synchronization with the Duo Security Servers? The Duo Security Servers and Passcode Generator maintain a count and when 20 consecutive passcodes are generated and not utilized, the counters become out of synchronization. Depending on where your passcode generator is kept, like a purse or pocket, the button on the passcode generator can accidentally be pressed, therefore adding to the count.
How do I resynchronize my passcode generator? If the button on your passcode generator has been pressed less then 1,000 times, then you can resynchronize your passcode generator on your own by performing three consecutive authentication attempts with a newly generated passcode on each attempt. The first two attempts will generate an Invalid Passcode error and the third attempt will resynchronize your passcode generator with the Duo Security Servers and provide you with a successful authentication attempt.
If the button on your passcode generator has been pressed over 1,000 times, you will not be able to perform an automatic resyncronization and will need to contact the IT Help Desk for further assistance. If the button on your passcode generator has been pressed less then 1,000 times but you experience difficulties with resynchronizing your passcode generator, please contact the IT Help Desk.