Hackensack Meridian Health

As part of our ongoing efforts to strengthen the security posture of HMH systems, we are implementing DUO Security’s Two Factor Authentication solution. DUO helps to verify identification by combining username and password (something you know) with cell phone or landline (something you have). This approach ensures that you are, in fact, the person trying to access your account and improves the security of your identity.

Supported DUO Devices:

DUO Security Supports the following devices:

supported-devices


Documentation Video Training Self-Service/Lost Phone Frequently Asked Questions

Authenticating with a Supported Device:
Device Duo Push (Recommended) Passcode Voice Call SMS (Text)
Smartphone
Basic Cell Phone
Landline
Methods of Authentication:

DUO offers three different methods of authentication:

Push is used when Duo's mobile application sends a push notification to your smartphone. Just tap "Approve" to authenticate.

Passcode (softtoken) from Duo’s mobile application it provides a 6digit unique code to authenticate.

Call is the simple feature where Duo Security calls your device and you authenticate by pressing a key.

HMH Applications used with DUO:
HMH Citrix Storefront
Duo Push
  1. Log into connect.HMHN.org portal as you normally would.
  2. Select "Send Me a Push", a request will be sent to the smartphone/tablet you have enrolled.
  3. Unlock your device, tap the notification, this will open the DUO application.
  4. Select "Approve"
Duo Passcode (soft token)
  1. Log into connect.HMHN.org portal as you normally would.
  2. Select the "Enter a Passcode" option.
  3. Open the DUO application on your device, and click the key icon.
  4. On the connect.HMHN.org page enter the unique 6-digit code displayed in the DUO application, and select "Log in".

**NOTE: A new 6-digit code will be generated each Log in session**

Phone Call
  1. Log into connect.HMHN.org portal as you normally would.
  2. Select the "Call Me" option.
  3. You will then receive a verification call on the device you have enrolled, please push any key on the phone to verify your identity.

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Peoplesoft HR (MyWay)
Duo Push
  1. Log into the Myway portal as you normally would.
  2. Enter "Push" into the box labeled "Next passcode". A request will be sent to the smartphone/table you have enrolled.
  3. Unlock your device, tap the notification, this will open the DUO application.
  4. Select "Approve".
Duo Passcode (soft token)
  1. Log into the MyWay portal as you normally would.
  2. Enter "Passcode" into the box labeled "Next passcode".
  3. Open the DUO application on your device, and click the key icon.
  4. On the MyWay page enter the unique 6-digit code displayed in the DUO application, and select "Continue".

**NOTE: A new 6-digit code will be generated each Log in session**

Phone Call
  1. Log into MyWay portal as you normally would.
  2. Enter "Phone" into the box labeled "Next passcode".
  3. You will then receive a verification call on the device you have enrolled, please push any key on the phone to verify your identity.

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E-Prescribing for Controlled Substances (e-PCS)
Duo Push
  1. From the e-PCS window, click "Connect".
  2. Enter your username and password into the box and select "OK".
  3. In the box labeled "Answer" select the number that corresponds with Duo Push option, then click "Continue".
  4. Unlock your device, tap the notification, this will open the DUO application.
  5. Select "Approve".
Duo Passcode (soft token)
  1. From the e-PCS window, click "Connect".
  2. Enter your username and password into the box and select "OK".
  3. Open the DUO application on your device, and click the key icon.
  4. In the e-PCS box labeled "Answer" enter the unique 6-digit code.
  5. Select "Continue".

**NOTE: A new 6-digit code will be generated each time you open the Duo app**

Phone Call
  1. From the e-PCS window, click "Connect".
  2. Enter your username and password into the box and select "OK".
  3. In the box labeled "Answer" select the number that corresponds with the Phone call option, then click "Continue".
  4. You will then receive a verification call on the device you have enrolled, please push any key on the phone to verify your identity.

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Google Suite (GSuite)
Duo Push
  1. Log into the GSuite portal as you normally would.
  2. Enter "Push" into the box labeled "Next passcode". A request will be sent to the smartphone/table you have enrolled.
  3. Unlock your device, tap the notification, this will open the DUO application.
  4. Select "Approve".
Duo Passcode (soft token)
  1. Log into the GSuite portal as you normally would.
  2. Enter "Passcode" into the box labeled "Next passcode".
  3. Open the DUO application on your device, and click the key icon.
  4. On the GSuite page enter the unique 6-digit code displayed in the DUO application, and select "Continue".

**NOTE: A new 6-digit code will be generated each Log in session**

Phone Call
  1. Log into GSuite portal as you normally would.
  2. Enter "Phone" into the box labeled "Next passcode".
  3. You will then receive a verification call on the device you have enrolled, please push any key on the phone to verify your identity.

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Peoplesoft Financials
Duo Push
  1. Log into the PSoft Financial portal as you normally would.
  2. Enter "Push" into the box labeled "Next passcode". A request will be sent to the smartphone/table you have enrolled.
  3. Unlock your device, tap the notification, this will open the DUO application.
  4. Select "Approve".
Duo Passcode (soft token)
  1. Log into the PSoft Financial portal as you normally would.
  2. Enter "Passcode" into the box labeled "Next passcode".
  3. Open the DUO application on your device, and click the key icon.
  4. On the PSoft Financial page enter the unique 6-digit code displayed in the DUO application, and select "Continue".

**NOTE: A new 6-digit code will be generated each Log in session**

Phone Call
  1. Log into PSoft Financial portal as you normally would.
  2. Enter "Phone" into the box labeled "Next passcode".
  3. You will then receive a verification call on the device you have enrolled, please push any key on the phone to verify your identity.

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Office 365
Duo Push
  1. Log into Office 365 portal as you normally would.
  2. Select "Send Me a Push", a request will be sent to the smartphone/tablet you have enrolled.
  3. Unlock your device, tap the notification, this will open the DUO application.
  4. Select "Approve".
Duo Passcode (soft token)
  1. Log into Office 365 portal as you normally would.
  2. Select the "Enter a Passcode" option.
  3. Open the DUO application on your device, and click the key icon.
  4. On the Office 365 page enter the unique 6-digit code displayed in the DUO application, and select "Log in".

**NOTE: A new 6-digit code will be generated each Log in session**

Phone Call
  1. Log into Office 365 portal as you normally would.
  2. Enter "Phone" into the box labeled "Next passcode".
  3. You will then receive a verification call on the device you have enrolled, please push any key on the phone to verify your identity.

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Where can I download DUO Mobile enrollment guide?
Why have I stopped receiving push notifications on Duo Mobile?

There are several reasons you may not be receiving push notifications, please try the following troubleshooting steps.

  1. Check network connectivity on your enrolled device.
  2. Have the Duo application open when authenticating.
  3. Refresh the application, when attempting to authenticate:
    • With the Duo application open, hold and drag the top of the application downwards. This will refresh the page and display any pending notifications.
  4. Try using a different method of authentication. For example, try the passcode option.

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What if I am in a place with no wifi or cell service (e.g. on an airplane) ?

If you are in an area with no wifi or cell service, you can still authenticate using Duo's Passcode option. For directions on using the Passcode option, please select the "Documentation" bubble above.

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Will I have to use Duo every time I log into a computer?

No. You will only be prompted to authenticate using Duo when accessing the following applications externally:

Citrix NetScaler:
connect.HMHN.org

MyWay:
MyWay.HackensackMeridian.org

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Do I need a smartphone to use Duo?

No. We recommend using the mobile application for smartphones. However, we realize that using a smartphone is not an option available to everyone. If you are unable to use a smartphone, you may also register a non-smartphone mobile device or landline.

**NOTE: Please do not enroll an office landline phone.**

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My Duo account seems to be locked, what should I do?

Users are locked out when there are 5 consecutive failed login attempts. To get your account unlocked, please contact the help desk.

Select and Physio users may call the help desk at 888-972-1199.

Concentra users may call the help desk at 877-327-2771.

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How do I prevent my Duo account from being locked?

Users are locked out when there are 5 consecutive failed login attempts.

Make sure the Duo Mobile application is open: A user lockout sometimes happens when the Duo Mobile application sends multiple attempts to authenticate that are not responded to. To reduce the number of unanswered push notifications, try opening the Duo application prior to sending the push request.

Authenticate to an enrolled and available device: Persistent attempts to authenticate to an inactive or incorrect device can cause a lockout. If you did not complete the enrollment process, multiple attempts to authenticate with Duo will cause a lockout.

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What if my device is damaged?

**If you have enrolled a secondary device follow the steps below:

  1. Select the "Self-Service" icon above.
  2. Log in:
    1. Internally: users can login using their network credentials.
    2. Externally: you will need to authenticate using your secondary device.

**If you did not enroll a backup device, please contact the help desk.

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What if I lost my device?

**If you have enrolled a secondary device follow the steps below:

  1. Select the "Self-Service" icon above.
  2. Log in:
    1. Internally: users can login using their network credentials.
    2. Externally: you will need to authenticate using your secondary device.

**Please contact the help desk to deactivate your lost device. HMH users may call the service desk at 848-237-3333.

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I am getting a new phone, but keeping the same number. What do I do?
  1. Select the "Self-Service" icon above.
  2. Log in:
    1. Internally: users can login using their network credentials.
    2. Externally: you will need to authenticate using the "Call" or "SMS" option.
  3. Once logged in select your old device, click "Actions" and choose the "Remove device" option.
  4. Then select "Add Device", enter the appropriate information into the box, and click "Next".
    **NOTE: Please make sure to select the correct type of device**
  5. You will then receive a unique 4-digit PIN via phone or text-message. Please enter the pin into the 2fa webpage.
    1. If enrolling a smartphone, please download the Duo Mobile application from your app store. Open the Duo application and select the key+ icon in the top right corner. The Duo application will then open the camera on your device and you will need to take a picture of the QR code. Then select "Finish".
    2. If enrolling a landline, select "Save".
    3. If enrolling a generic phone, select "Save".

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I am getting a new phone, and changing my number. What do I do?

Please contact the help desk immediately so that we can deactivate that phone.
HMH users may call the service desk at 848-237-3333.

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What should I do if I receive an unexpected Duo login alert?

If you receive a notification from Duo to authenticate that you did not initiate, Deny the request and contact the help desk.

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Does Duo see my password?

No. Your account password is verified with our internal systems, and it is never sent to Duo. Duo provides only the second factor, using your enrolled device to verifiy it is actually you logging into the system.

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I do not have a data plan; Can I still use Duo?

If you do not have a data plan, you can still use the SMS and Call options to authenticate.

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How much does it cost to download the Duo application?

The Duo mobile application is free to install on mobile devices and tablets.

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How much data does a Duo Mobile push request use?

Duo push uses a minimal amount of data - less than 2KB per authentication. For example, you would only consume 1 megabyte (MB) of data if you were to authenticate 500 times in a given month.

For more information, you can visit: https://help.duo.com/s/article/1005

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Installing DUO on Mobile Devices
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