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Target audience: Staff

Two-factor authentication: FAQ

Utrecht University prioritises a secure study and work environment. Therefore, two-factor authentication (also called two-factor authentication) in the development of services and systems of the UU.

If you already make use of a service that requires two-factor authentication, you can read the FAQ about it below.

  • Previously, you logged in using your Solis-id and your password. In some situations, this now offers inadequate protection and Utrecht University is therefore introducing additional authentication.

    Why isn’t it always sufficiently secure to log in using just my Solis-id and password?

    Programs may contain data which should not be accessed by others, such as research data, test results or bank account numbers. It’s relatively easy for other people to discover your password, for example if you:

    • use the same password for everything
    • have downloaded malicious software from the internet
    • accidentally click on incorrect links in a phishing email
    • once lent someone your password.

    Only if it is necessary. The systems’ owner makes this decision.

    Yes. You can choose the NetIQ app or Google Authenticator app. This way you don’t need your mobile phone number. You do have to bring your phone to work.

    For a couple of years it has been university policy to share this private email address. It is needed to share the setup of your Utrecht University account (Solid-id and password requests or changes) with you personally.

    There is a work around: for this purpose only you could create a different private email address, for example with Gmail.

    You can use a text message as extra authentication. You do have to bring your phone to work.

    This need not be a problem. You only need an active internet connection once when installing the NetIQ or Google Authenticator app. After this, you no longer need an active connection.

    I have no internet on my mobile phone or tablet

    In this case, you can set up SMS authentication. This additional authentication does not require an internet connection on your mobile phone or tablet.

    When you are abroad, you may not always have a working internet connection on your mobile phone or tablet. Fortunately, you can use all the university’s additional authentication options offline. You only need an active internet connection when you are installing the NetIQ or Google Authenticator app.

    You never need an internet connection for SMS.

    How does the offline use of additional authentication work?

    SMS never needs a working internet connection. For offline use, the NetIQ and Google Authenticator app will automatically create an offline code which you must enter on your screen. As a result, you will always have access to your additional authentication offline.

    No satellite coverage or active internet connection on your mobile phone? (link to the FAQ for an inactive internet connection).

    If you do not have a satellite connection, you will not be able to receive an SMS. Do you have an active internet connection? If so, you could consider switching to the NetIQ or Google Authenticator app. (link to the FAQ explaining the configuration of alternative additional authentication).

    Doesn’t this work either? Contact the IT Service Desk.

    In this case, you can use additional authentication via SMS. What if you don’t have a mobile phone either? In this case, you might be eligible for a YubiKey. More information about this can be found down below in this FAQ.

    When you have replaced your smartphone (in case you bought a new one, lost the old one or the old one has been stolen), you have to reconfigure extra authentication. You do this with the recovery code you received when you set-up two-factor authentication.

    You don’t have that code (anymore)? Contact the ICT Servicedesk.

    There are several reasons why you may not be able to install the app.

    • I do not have an active internet connection on my mobile phone or tablet.
    • You will need to find an active internet connection in order to download the app.
    • I only have a 3G or 4G internet connection on my mobile phone or tablet.

    You may have configured your phone so it can only download apps via WiFi. Disable this option (please note that this can lead to higher data usage costs) or find somewhere with a WiFi connection and try again.

    The apps need access to your camera which is used to scan codes during the installation and use of additional authentication. The apps will only use your camera for this purpose.

    No. Choose ‘skip’. Only the camera is needed once to scan the QR code.

    I am using a single device.

    This will not work. You need one device which displays the QR code (preferably a PC) and a tablet or smartphone to scan the QR code.

    I am using two devices.

    Tips for scanning the QR code properly:

    • Make sure you do not move your phone while it is scanning. It can take a while to scan the code. This is because your camera needs to focus on the QR code.
    • Make sure that you capture the entire QR code while scanning.
    • Make sure that only the QR code is shown on the screen while scanning.
    • Do not hold any objects, such as your finger, in front of the camera while scanning.
    • Increase the brightness of your computer screen. This increases the contrast of the QR code, making it easier for your camera to scan.

    Camera problems?

    • If your camera is not working, you cannot use the NetIQ or Google Authenticator app. In this case, set up additional authentication via SMS. (link)
    • The app does not open my camera automatically.
    • Close and relaunch the app. Still not working?
    • Restart your phone and try again.

    If you have waited too long, you will no longer be able to scan the QR code. Close your PC browser and the app and start again.

    Are you still having problems? If so, contact the IT Service Desk.

    If you are seeing an empty screen, something went wrong. Refresh your screen by pressing F5 (Windows) or Cmd+R (Apple). Still seeing an empty screen or an error message? Contact the IT Service Desk.

    If you return to the page you were on before, continue with the installation.

    Is this problem occurring on a regular basis? In this case, you will also need to contact the IT Service Desk.

    Go to My Solis-id. At the bottom left, under ‘My details’, you can see which additional authentication method has been set up. If you see ‘email group’ here, your additional authentication process was not successful or has not yet been completed. (Re-)configure it by clicking on: ‘Set up additional authentication’.

    Are you still having problems? If so, contact the IT Service Desk.

    Run through the ‘Set up additional authentication’ process once again. Go to My Solis-id and click on: Set up additional authentication.

    Choose your preferred method and run through the process.

    Are you still having problems? If so, contact the IT Service Desk.

    My code no longer works with the Google Authenticator app

    The app refreshes the code every 30 seconds. You can still use up to three old codes. Too late? Then you’ll have to restart the configuration process. Go back to My Solis-id and reconfigure your Google Authenticator app. Please note: there is no need to reinstall the app.

     My code no longer works with SMS

    Click on: I did not receive an SMS. You will now be sent a new SMS. Enter this SMS. Still not working? In this case, interrupt the process and restart it via: My Solis-id > Set up additional authentication or contact the IT Service Desk.

    My Solis-id will retrieve from the UU source file the mobile number which is known to the university. Is this mobile number incorrect? If so, change it in the source file.

    Staff: Change your mobile number via Selfservice HR

    Students: Change your mobile number via Studielink. In case you do not have a Studielinkaccount then change your mobile number in Osiris Student.

    Your private email can be changed through the ‘faculty student desk’.

     Guests: Please get in touch with your contact person to change your mobile number.

    My Solis-id will retrieve from the UU source file the mobile number which is known to the university. Is this mobile number incorrect? If so, change it in the source file.

    Staff: Change your mobile number via Selfservice HR

    Students: Change your mobile number via Studielink. In case you do not have a Studielinkaccount then change your mobile number in Osiris Student.

    Your private email can be changed through the ‘faculty student desk’.

    Guests: Please get in touch with your contact person to change your mobile number.

    Haven’t you received an SMS? Click on: ‘I did not receive an SMS’. A new SMS will be sent to the configured mobile number automatically.

    You will be returned to the page which displays your mobile number. Check whether this number is correct and change it in your source file if necessary. It may take a maximum of 10 minutes before the change takes effect. You will be notified by email when this is the case.

    Refresh the page once the correct mobile number has been added and click on ‘Next’. A new code will now be sent to the correct mobile number. This can take 2 minutes.

    What if you still don’t receive an SMS? Contact the IT Service Desk.

    Did you receive a blank SMS? If so, something probably went wrong. Try sending the SMS again by clicking on “I did not receive an SMS”.

    Still not working? Contact the IT Service Desk.

    A YubiKey is a USB stick for your additional authentication. Plugging it into your computer gives you access to programs that require additional authentication. The YubiKey is strictly personal.

    A YubiKey key is linked to an identity and gives access to your own personal data and all of the data you work with. A YubiKey is easier to lose than a mobile phone or tablet, which means it is a higher security risk.

    To get a YubiKey, visit one of our IT Desks with valid proof of identity. You can only get a Yubikey if you are an employee of the University.

     

    If you have lost your YubiKey, contact the IT Service Desk immediately.

    You can only use your YubiKey on a computer which has a USB 2.0 or 3.0 port. A USB port is generally found on the front or rear of a desktop or the side of a laptop.

    Extra Authenticatie FAQ - PC Extra Authenticatie FAQ - laptop

    The first time you use the YubiKey, your PC will install the driver software automatically. You may see the following message:

    Extra Authenticatie FAQ - USB driver

    If you do not get an authentication code, this issue can probably be resolved by checking the steps you are taking.

     

    1. Reinsert your YubiKey into your PC. If it is connected properly, the yellow LED on the YubiKey will light up.*
    1. Place your cursor in the entry field.
    1. Click on the round button on the top of the YubiKey. The code will now be entered.

    Still not getting an authentication code? Contact the IT Service Desk.

    * The first time you use the YubiKey, your PC will install the driver software automatically. You may see the following message:

    You can ignore this message.

  • Below, you will find some instruction videos.

Last modified: 11/11/2019

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