Knowledgebase: 2-Step Verification > Duo
Duo - Troubleshooting Duo Push notification issues on Android devices
Posted by Phil Sloat, Last modified by Phil Sloat on 13 November 2018 05:42 PM

Duo Push delivery issues are most often resolved by pulling down on the screen (pull-to-refresh) to check for notifications in the Duo Mobile app, as seen below:

animated .gif of a pull-to-refresh attempt on Duo Mobile Android

If pull-to-refresh works:
The issue is related to the Google Cloud Messaging (GCM) push notification service and Duo Mobile registering for pushes correctly. This will often fix itself after you pull-to-refresh.

If you are able to pull-to-refresh successfully but the problem persists, try the following:

  • Update Google Play Services. Sometimes there are issues with GCM on the device, like out-of-date play services, that prevent the device from receiving push notifications properly.
  • Toggle wi-fi off and back on. This would help resolve an issue with the long-lived connection to the GCM.
  • Clear the Duo Mobile application cache.
    1. Open Settings in Android OS (not in the Duo Mobile app). 
    2. Select Apps and scroll down to select Duo Mobile.
    3. On the App Info page, tap Clear Cache.
  • Check your router's wireless network settings. Your wireless network must allow communication via the following ports to Google's servers:

    • TCP 5228
    • TCP 5229
    • TCP 5230
If you encounter an error labeled "A WiFi or cellular network connection is required" when receiving a Duo Push notification, the issue may be caused by the following:
  • Background data for Duo Mobile is turned off.
  • You have the Android Data Saver feature enabled. Background data for Duo Mobile is turned on, but unrestricted data usage is off.
To resolve this issue, ensure that access to background data is enabled for Duo Mobile. If you are using a data saver program, ensure that it is set to exempt Duo Mobile via the "Unrestricted data usage" toggle. 

On Android, you can generally access these settings by going to Settings > Apps & notifications > App info/All apps > Duo Mobile > Data usage.

User-added image

Note that power-saving features such as Battery Optimization and Background Data may interfere with the notification waking your device, even if the notification is delivered successfully.

If pull-to-refresh does not work:

If you attempt to pull-to-refresh a pending authentication with no success, you may see an error message saying there was a problem and to talk to an admin. This likely happened because the keys we use to sign our requests to Duo Mobile have disappeared from your device. This will cause push notification actions and response to transactions in-app to no longer work. However, passcodes generated by Duo Mobile will likely continue to work

To receive pushes again, you will need to reactivate Duo Mobile.

If you are an end-user:

  • Reference this guide to reactivate your Duo account via the self-service portal.
  • If you don't have access to the self-service portal, please contact your IT help desk and tell them you need help reactivating Duo Mobile.
If none of the above steps resolve your issue, and you receive an error message, please gather this message and create a support request and provide a description detailing what happened right before the message appeared.
 

Duo Push & Third-Party Accounts:
Please note that Duo Push does not support third-party accounts (e.g. Amazon, Facebook, Slack, Dropbox, etc.). Third-party accounts require the use of Duo Mobile passcodes as a second factor when logging in. Learn more about third-party accounts in our end-user guide and in this Knowledge Base article.


Comments (0)