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