Please Note: For security reasons, we can not manage your Carousel Cloud user accounts or user permissions. Your organization is responsible for managing your user accounts and user permissions in Carousel Cloud.
Expected Occurrence
The most likely reasons you would receive the following email are:
You’ve logged into Carousel Cloud using a new web browser (either a brand new device or on a web browser that you haven’t used before)
Your web browser cache/cookies were cleared (either directly by you or if you’re using a work device, an automated action from your device MDM)
Further Review
If further analysis is needed, your Carousel Cloud site admin, in combination with technical staff at your organization, will have more information about this particular login:
The login information reported in the email (Time, Device, and IP Address) can be cross-referenced with the information you know about the user login and your system configuration to help determine if this login came from an expected device and/or IP address
If enabled, review SSO login activity from your identity provider, such as Entra ID or Google
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Using our Audit Logs functionality, filter events by User Login
Unexpected Occurrence
If after further analysis, you’ve determined this is not an expected login, we recommend you review and/or implement the following, if possible:
Connect to and enforce SSO logins (with MFA enabled in your identity provider)
Enable MFA for all local accounts (Non-SSO)
Review all of your user accounts in Carousel Cloud (Configure > Access > Manage Users) to ensure there are no unexpected users in your Carousel Cloud system
Review the audit logs in full (Configure > System > Audit Log) to determine if there is another logged action that helps identify the source of the occurrence
If an existing and expected user account was used to unexpectedly log in, delete, and then recreate the user account in Carousel Cloud with a brand new password
Enabling/Disabling the "New Device Sign-In Detected" Email Notification
The new device email notification can be enabled/disabled for all users in Configure > Access > Security Settings > Send Email On New Browser Detected