Disclaimer: This news item was originally posted on Thursday, Nov 7, 2019. Its content may no longer be timely or accurate.

ITS Update: Resolved - Duo experiencing issues with phone call option 11.07.19

Posted: 12:43:47, Thursday, Nov 7, 2019   Expiration: 12:43:47, Thursday, Nov 14, 2019  

The ITS Help Desk has received reports from the Richland campus that phone calls from DUO security are not arriving to customers desk phones. We have confirmed with Duo Security that there is a partial outage of phone call delivery. Duo Security is aware of the issue and is currently investigating the cause. The last update received was on 11/7/2019 7:30pm CST

Duo Security Update 7:30pm CST:

Incident resolved

We can confirm that the phone authentication delivery issue has been remediated. The issue will continue to be monitored to ensure it is completely resolved.

Due to issues at the carrier level, it is not recommend to modify the outbound caller ID in the Admin Panel to reflect the old phone number. The new caller ID that your users will see is +1-669-201-9315.

An RCA will be posted detailing the issue once available.

Duo Security Update 3:41pm CST:

Incident status: Monitoring

The change made to update the caller ID from which phone call authentications are sent has been deployed, and we have seen the number of failed phone call authentications return to normal at this time.

An RCA will be posted detailing the issue once available.


Duo Security Update 2:33pm CST:

Incident status: Identified

We have made a change to the default number from which phone call authentications are sent.

The new caller ID that users will see is +1-669-201-9315.


Duo Security Update 12:18pm CST:
We are continuing to investigate the issue affecting phone call authentication and are working with our telephony providers and carriers on a resolution.


Duo Security Update 11:43pm CST:
We are continuing to investigate the issue affecting delivery of phone call authentications and are in the process of making changes to our telephony routing to resolve the problem.


This only affects the phone call option; all other methods (push, text, etc) appear to be working.

While there have been no reports from Baraboo at this time, we have temporarily removed the Duo requirement for branch campus employees only so that you may access your Office 365 account.

There have been no reports on the Platteville campus; however, we want you to be aware of the possibility.

If you experience an issue with two-factor authentication or have questions about this situation, please contact the ITS Help Desk at 608.342.1400 or helpdesk@uwplatt.edu.

-- UW Platteville: Deb Meyer

Created: 12:44:31, Monday, Nov 4, 2019 (by Deb M.)
Updated: 07:32:06, Friday, Nov 8, 2019 (by Nathan M.)