I'm Having Problems with My Hardware Token for Two-Step Login
Troubleshooting common problems with a Two-Step Login hardware token
This article applies to: Two-Step Login
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:
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You mistyped the passcode displayed by the hardware token.
Solution: Press the token's button again and enter the new passcode that appears.
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The token is not enrolled for use with your NetID.
Solution: You can check whether you have enrolled a token by going to the Manage Your Two-Step Login site 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.
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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, please contact the IT Service Desk.
The token displays something that is not a passcode.
If the token generates anything other than a passcode, it is considered defective. Duo will replace 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 is to buy a new one or ask your department to replace the token.
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