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Duo Self-Service Portal

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Two-factor Authentication with Duo Security

Beginning in the winter of 2016 the Yale New Haven Health System introduced an additional security layer to protect external access to Outlook Web Access (OWA). Called Duo Two Factor Authentication, this measure will add a step to the log-in process you use to access OWA. (In the near future, this technology will be applied to remote access VPN and remote access Citrix.) Duo Two Factor Authentication will require a user, after entering a YNHHS user ID and password, to prove their identity by responding to a prompt on a smartphone, landline, tablet or token. Health systems across the country increasingly are adopting this proven technology to verify online user’s identities and help secure PHI. We believe that Duo Security has successfully merged ease of use via its smartphone app and cloud based technology with the decade’s old proven concept of multifactor authentication
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 Troubleshooting and frequently asked questions

 
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  • Overview of Duo Two Factor Authentication (2FA)
    Beginning in the winter of 2016 the Yale New Haven Health System introduced an additional security layer to protect external access to Outlook Web Access (OWA). Called Duo Two Factor Authentication, this measure will add a step to the log-in process you use to access OWA. (In the near future, this technology will be applied to remote access VPN and remote access Citrix.) Duo Two Factor Authentication will require a user, after entering a YNHHS user ID and password, to prove their identity by responding to a prompt on a smartphone, landline, tablet or token. Health systems across the country increasingly are adopting this proven technology to verify online user’s identities and help secure PHI. We believe that Duo Security has successfully merged ease of use via its smartphone app and cloud based technology with the decade’s old proven concept of multifactor authentication.
  • What if I don’t have a data plan on my phone? What if I don’t have a connection?

    ​The Duo smart phone app provides options that work without a data plan, a texting plan or even a connection, if necessary. The app can generate the required code without need of either a telephone signal or data plan, and it can do so anywhere. If you have a signal and data plan, the app makes two-factor authentication as easy as a pushing a single button, but if you don’t, you can use the app to generate a six digit code and enter that instead.

  • What if I lose my phone that has the Duo 2FA app installed?

    ​Contact the YNHHS ITS Service Desk at 203.688.4357 as soon as possible. Service Desk personnel will lock your Duo account to prevent unauthorized access.

  • What if I don't have access to my smart phone and need to authenticate?

    ​You can contact the ITS Service Desk at 203.688.4357. They will verify your identity and provide a temporary passcode.

  • Can I use the Duo app internationally?

    ​​While ​​the Duo smart phone app is designed to work internationally,  please note that the health system, due to security concerns, blocks intenet traffic to and from many interrnational locations. Duo MFA will only work in locations that have been approved by the Office of Information Security at YNHHS. For more information, please contact the ITS Service Desk at 203.688.4357.

     

  • I have a new phone and the Duo app stopped working. What should I do?

    ​If you get a new smart phone, even if the Duo app is restored from a cloud backup, it will lose its association with your account. If the phone number of your new phone is the same, you can still authenticate using the phone call or sms option, but the push option will not work until re-activated.

    You can re-activate your new smart phone with the Manage devices option. First, ensure that you still have access to any of the phone numbers enrolled in Duo. Set the authentication option to Phone Call and then select Manage devices. The phone you chose should ring, and you will need to answer, and hit any key to authenticate. From here, you can select the phone number of your new phone (assuming it’s the same phone number) and under Actions, select Activate Duo Mobile. This will prompt you to scan in a new QR code from the Duo app. If you have difficulties with this process, you can call the YNHHS ITS Service Desk at 203.688.4357
  • What is the Manage Devices button? Can I use that to add more devices?

    ​Yes, you can use the Manage Devices feature to add, remove, or change the devices that Duo can use to verify who you are. Note that, when an administrator adds your device, you will not need to go through the setup screen – we will send you the needed codes directly from Duo Security.

  • Can I set up Duo on more than one phone?

    ​You can set up Duo on more than one phone. When you are doing your initial setup, you may add additional devices. After that, when you are logging in you can choose which method Duo will use to  send the authentication request to (via the recommended smart phone app, or as a backup via SMS text message, or phone call. Please note that the health system incurs an incremental charge each time SMS or phone call option is used ).

  • Do I have to use Duo every time I log in?

    ​Once you are enrolled in Duo you will be required to use Duo-TFA (two factor authentication) to access Outlook Web Access from outside the YNHHS network. In the very near future we anticipate expanding TFA to VPN remote access and Citrix remote access. This will be deployed in a phased manner and you will be notified well in advance of your enrollment.

 

 About Duo and two-factor authentication

 
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  • Do I need a smart phone to use Duo?

    ​No. Duo provides a great deal of flexibility and you do not need a smart phone to use it.

    The recommended smart mobile phone option makes two-factor authentication extremely easy, but other options exist as well. Duo can send a text message to a regular cell phone or place a voice call to your office landline phone or cell phone.
  • How will Duo use change how I log in to Outlook Web Access and in the future, other remote access applications?

    ​First, Duo will require a second method of confirmation for a person logging in to view or edit sensitive data. Individuals will be asked to confirm their identity using a smartphone app, via text message to a device, via automated calls to a mobile or landline phone.

     
    In the very near future, we anticipate deploying Duo to VPN remote access and eventually Citrix remote access.
  • Whom should I contact if I have questions or concerns about the requirement to use Duo?

    ​We encourage you to contact us with feedback, or with questions or concerns about the project in general. You can email us at duohelp@ynhh.org

  • I know how to avoid phishing email messages, why do I need to use this?

    Unfortunately, experience has shown that people are not as good at recognizing malicious email as you might think. Every day, members of the YNHHS community fall prey to these kinds of scams. We have to take steps to ensure that we are more than just a single click away from having our paycheck stolen or becoming a victim of identity theft.

  • Am I required to use two-factor authentication?

    ​Once your group has been automatically enrolled in Duo, you will be required to use two-factor authentication to access remote Outlook Web Access. In the very near future we plan to extend Duo protection to VPN remote access and Citrix remote access.

 
     
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