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Problem

Users may experience the "State Information Lost" error after performing the attempting to sign into their UWaterloo accounts using second factor authentication. This error is most commonly seen on LEARNdue to a expired LEARN link.

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Solution

The error is usually caused by an expired link of LEARN. You can:

1. Close your current tab
2. Open another tab and type in learn.uwaterloo.ca, do NOT use any bookmarked links or links from browsing history
3. Save or update your bookmark for LEARN with learn.uwaterloo.ca

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Step-by-step solution

1. Close all current web browser windows that display the error message.

   1. Windows: Close out of all windows and tabs.

   2. Mac: Hit the Command and Q keys at the same time to quit out of the application

2. Open a new tab or web browser window

3. In the browser search field, type in learn.uwaterloo.ca

4. Sign into LEARN using your 8-character username @uwaterloo.ca (e.g. j25rober@uwaterloo.ca) and password

5. In the Second Password field, enter one of the following (i.e. push, 6 digit code, bypass code, SMS, phone) then click OK. 

a. For Duo Mobile push (app): 

• Open your Duo app, select University of Waterloo, enter the code in the second password field [Recommended option], or 

• Enter ‘push' or 'push1’ to send the prompt to your primary device, or 

• Enter ‘push2’ to receive the prompt on a secondary device, ‘push3’ to receive the prompt on a tertiary device, etc. 

b. For Duo hardware token: enter your 6-digit code 

c. For Duo Bypass code: enter your bypass code 

d. For SMS codes: enter sms; you will get a text message with 10 codes. Re-enter your password, and type the first code in the second password field. 

e. For Yubikey: enter the code generated by touching the Yubikey 

f. For Phone Call: enter 'phone' 

• Enter ‘phone2’ to receive the prompt on a secondary device, ‘phone3’ to receive the prompt on a tertiary device, etc. 

• If you are not receiving Duo phone calls, you may have a setting that is blocking the phone calls. Some possible solutions include adding the Duo phone number, (306) 900-4884, to your device whitelist, or if the service is blocking unknown callers, add the Duo phone number as a contact on the device. 

• iPhone: 'Silence Unknown Callers' 

• Telus/Koodo: 'Call Control' 

• Android: 'Block Unknown Callers' 

• Call Control or Call Blocker app 

• Any anti-spam service 

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