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 an expired LEARN link.

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. Log in to 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 

Related articles

• Page:
  How to remember your device for 30 days
• Page:
  Duo two-factor authentication overview and instructions
• Page:
  Device unable to use push notifications/How to set up SMS passcodes
• Page:
  Removing a device or replacing a lost or stolen token
• Page:
  Duo two-factor authentication (2FA) and the VPN