Two-Factor Authentication: What if my device is lost or stolen?

Joe VBy: Joe Vassalotti, Systems Engineer

As the push continues for all users to enroll in Cetrom’s DUO two-factor authentication for an extra layer of security for you and your company, you may have a question about what happens if your device associated with DUO breaks, gets lost or is forgotten.

Well, if you do not have a secondary device registered, accessing your resources in the cloud becomes a bit tricky. The DUO authentication works in the same way as passwords when it comes to how Cetrom engineers can assist. We would need a point of contact at the company to approve Cetrom giving a temporary bypass code for the day.

However, to avoid that hassle, the best practice is to have a secondary device registered with DUO. This would allow you to get access to your data in the cloud without the extra steps.

In order to register a secondary device, you would need to access from a local web browser and sign in with your credentials. After entering your credentials, click on the link on the left-hand side of the screen to “Add a new device.”

It is important to do this step while you have your smartphone or default device used for DUO at the ready because adding a secondary device requires DUO authentication. If you do not have it, then the secondary device cannot be added yet and must be done later when your current device is available.

And from there, it is a repeat of the same steps you used to first register for DUO. If you have a direct line at your office or a landline at home, those are good options to include as secondary devices. You could also add your iPad or tablet device as a method of authentication.

Keep in mind, though, that if your default device is the push notification or call to your cell phone but you need to use the secondary, you must use the cloud that day using a web browser and accessing

Another tip to remember — if you ever find a time where the push notification isn’t coming to your smartphone as expected, check your phone to make sure it’s connected to Wi-Fi or check the application settings for DUO and make sure it is permitted to use cellular data. If you are not in a location for Wi-Fi access and do not have cellular allowed for the application, the push won’t make it to your phone and your account will not be getting into the virtual desktop or your published apps.