I get a grey box when trying to log in with ArchPass Duo on iOS or Mac devices

If you see a gray box instead of the Duo Prompt on your iPhone, iPad, or Mac please follow the steps listed for your device’s OS version.

If you are on an iPhone or iPad, you will use the iOS directions. If you are on a Mac desktop or laptop, you will use the macOS directions.

A screenshot of blank area for Duo prompt option.

If you do not want to fully disable content restrictions, you can add “duosecurity.com” to the whitelist within the content restriction page on the device. This will allow the Duo Prompt to display even if content restrictions are enabled.

iOS 12 or later

Navigate to your device’s settings and select Screen Time.

A screenshot of the iOS settings app with "Screen Time" selected.

Within Screen Time, select Content & Privacy Restrictions.

A screenshot of the iOS "Screen Time" window with "Content & Privacy Restrictions" selected.

Within Content & Privacy Restrictions, go to Content Restrictions.

A screenshot of the iOS "Content & Privacy" Restrictions" window with "Content Restrictions" selected.

Then select Web Content.

A screenshot of the iOS "Content Restrictions" window with "Web Content" selected.

Web Content should show three options. Make sure the Unrestricted option is checked.

A screenshot of the iOS "Web Content" window with the "Unrestricted" option checked.

Earlier versions of iOS

Go to settings of the phone, then go to the General tab. In the General tab, select Restrictions. Next, select Websites and make sure that the Unrestricted option is checked instead of Limit Adult Content.

macOS Catalina 10.15 or later

Click the Apple icon in the top left corner of the screen and click System Settings in the Apple drop down menu.

A screenshot of the macOS apple menu with "System Settings..." highlighted.

In the System Settings window go to the Screen Time section on the left. After you have selected the Screen Time section, click Content & Privacy.

A screenshot of the macOS System Settings menu with "Screen Time" selected in the sidebar. Within the "Screen Time" menu "Content & Privacy" is selected.

In Content & Privacy, click on the Content Restrictions section.

A screenshot of the macOS "Content & Privacy" window with "Content Restrictions" selected.

Finally, go to the Access to Web Content drop-down menu and select Unrestricted Access.

A screenshot of the macOS "Content Restrictions" window with the "Access to Web Content" dropdown expanded and the option "Unrestricted Access" checked.

Earlier versions of macOS

Go to the Apple menu. Within the Apple menu, Select the System Preferences option. Within System Preferences go to Parental Controls.  

Next, you will click on the image of the padlock in the bottom left corner of the window. If it prompts you for a password, it should be the same information that you use to log onto the computer with. Click on Web in the main part of the menu and select Allow unrestricted access to all websites.


Article ID: 154653
Tue 3/28/23 2:33 PM
Thu 3/30/23 4:40 PM