Problem

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

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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 Log in to LEARN using your 8-character username @uwaterloo.ca (e.g. j25rober@uwaterloo 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. 

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• 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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