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Troubleshooting

The Remembered Devices feature will work if an exception is made in the browser's security settings for third-party cookies coming from Duo Security.

Duo's cookies are only used to remember a device. The cookies and associated data are never used for advertising or marketing purposes.


 This feature may not work in the following situations:

  1. Clearing cookies/cache as part of browser maintenance
    1. By clearing the cookie, you will be prompted by Duo at next login at which you can select the 'Remember me' option

  2. Extensions/plugins blocking cookies
    1. You may have to disable any extension/plugin blocking cookies

  3.  Switching to a new browser
    1. For every new browser, you will need to select the 'Remember me' option.  You may have multiple browsers set with this.

  4. Switching to a different computer
    1. You will be prompted by Duo at the next login to any new computer that you have not previously set the 'Remember me' option

  5. Using private/incognito browsing mode
    1. These modes do not save cookies by default

  6. Having Duo automatically Push or Call you
    1. If you set up Duo to automatically Push or call, you will have to cancel Duo in order to access the 'Remember me' option
      1. We recommend not having Duo automatically push or call you.  If you have this selected you can update the setting in the Duo Device Portal


  7. Your browser is blocking cookies
    1. See further troubleshooting below


Cookies and Browsers

Some browsers may be set to block cookies by default, you may need to update settings or set exceptions

Chrome

  1. While in Chrome click on the 3 vertical dots in the top-right corner of the browser (More Options Icon.png) and choose Settings in the drop down menu.

  2. Scroll to the bottom of the settings page and click Advanced. This will add more options to the bottom of the page.

  3. The next section is Privacy and security. Scroll through that section until you find Content settings (it may be the next-to-last option) and click on it.

  4. From here you will click in Cookies (it should be the first option) and make sure:

    1.  Allow sites to save and read cookie data (recommended) is turned ON

    2.  Keep local data only until you quit your browser is turned OFF
    3. Block third-party cookies is turned OFF
  5. If you are still having trouble after doing steps 1-4; on Cookies page under Allow at the bottom, click the Add button and add [*.]duosecurity.com.
  6. Changes you make here are immediate, so there is no option to save. You can close the settings tab/window whenever you are finished.

Firefox

  1. While in Firefox click on the 3 horizontal lines in the top-right corner of the browser (Firefox More Icon.png) and choose Preferences from the drop down menu.

  2. On the left-hand side, choose the Privacy & Security option.

  3. In the History section make sure you either uncheck the Clear history when Firefox closes option, OR click the Settings button just to the right of that option and uncheck Cookies from the list of things that get cleared.

  4. In the Cookies & Site Data section make sure Accept cookies and site data from websites (recommended) is selected and Keep until is set to They expire

    1. If you still have trouble after doing steps 1-4, you can also click the Exceptions button to the right of this option and add https://duosecurity.com to the exceptions list.

  5. Changes you make here are immediate, so there is no option to save. You can close the preferences tab/window whenever you are finished.

Edge

  1. Select Menu [...] (3 dots icon on top right corner of the browser)
  2. Click Settings
  3. Click Cookies and site permissions
  4. Click Manage and delete cookies and site data
  5. Turn on Allow sites to save and read cookie data (recommended) to unblock cookies

Safari

Safari does not provide a mechanism for allowing cookies from specific sites. However, they do provide a way to globally allow all third-party cookies (to be enabled at your own risk):

Safari 12 and older

To allow the 'Remember me for 30 days' feature to work in Safari you will need to disable two settings that prevent it from working properly.

  1. Select "Safari" from the top menu bar
  2. Select "Preferences" from the drop down selection options
  3. Click on the "Privacy" tab"
  4. Uncheck "Prevent cross-site tracking" under the "Website tracking" section
  5. Uncheck "Block all cookies" under the "Cookies and website data" section


Here are some basic troubleshooting tips to ensure that "remember me" works.

  1. Make sure that your internet browser allows cookies from the duosecurity.com domain to be stored in your browser.
    • In Safari, go to Safari > Preferences > Privacy. Under Cookies and website data click Allow from websites I visit. Restart your browser and try "remember me" again.
    • In Internet Explorer, go to Tools > Options > Privacy. Adjust the slider for the Internet zone to allow third-party cookies to be stored. Restart your browser and try "remember me" again.
    • In Firefox, go to Firefox > Preferences > Privacy & Security. Ensure Third-Party Cookies are not blocked. Under Cookies and Site Data click Accept cookies and site data.
      Restart your browser and try "remember me" again.
    • In Chrome, go to Preferences > Settings > Show advanced settings > Content settings. Ensure Block third-party cookies is not selected. Restart your browser and try "remember me" again.
  2. If you have browser extensions or plug-ins installed, disable or remove them to see if "remember me" works. Many browser extensions and plug-ins prevent cookies.


To add an exception for Duo-served cookies:


Need more help? Submit an ITS Service Desk Request.