- Make sure the users Internet password does not contain the special characters '%' or '@'.
- Have the user try their second method set at "Duo Authentication Settings", for example phone2.
- Confirm the user has an Oracle account on the database they are tying to connect to.
- Confirm the users “Duo” option is active with OIT.
- Reboot the smart phone if using 'Push'.
- Try entering Internet password and device in this format 'password,push' or 'password,phone'.