Common IT Problems and Frequently Asked Questions
Welcome! Here you can find solutions to some commonly encountered problems and questions that may arise when setting up our IT services.
If you can't find your problem here, makes sure to also check the Known IT Service Issues page.
Table of Contents
Common Setup Problems
These are problems that you may encounter when first setting up our IT Services.
Can't Apply for Slack
If you don't see the Slack service in the dropdown, it either means that you have an invalid token or (more likely) that Core doesn't yet recognize you as a member of Brave.
Solution
Ensure all your characters have valid tokens on Core. If you don't have the member group listed on the right, hit Update Character on a Brave Character. If the member group doesn't appear, you'll have to wait up to an hour and try again.
Never Received a Slack Invite
Most Slack signup issues are caused by email typos. More rarely, we've also seen Slack prohibit the sending of invites to certain email domains.
The process for getting a new invite depends on whether the Slack Admins have already sent an invite to the requested email.
Note that it can take up to 24 hours to receive a Slack invite, as they have to be sent manually.
Solution
Start by trying to request a fresh invite. If you use an unusual email provider, try switching to a different one for the new invite.
If the option to request an invite isn't available, send the Slack Admin Team a ping via the Pingboard, mentioning that you need to request a new invite. They'll revoke the original invite, and you'll be able to request a new one within 12 hours.
Slack Invite Expired
Slack invites are only valid for 30 days after being sent. Your invite will need to be re-sent.
Solution
Send the Slack Admin Team a ping via the Pingboard, mentioning that your invite expired.
Can't Join Channels or Talk on Mumble
Our Mumble server is publicly accessible, however only Brave members can access most channels. If you find yourself unable to join Standing or Fleet channels, it either means that you have an invalid token or (more likely) that Core doesn't yet recognize you as a member of Brave.
Solution
Ensure all your characters have valid tokens on Core. If you don't have the member group listed on the right, hit Update Character on a Brave Character. If the member group doesn't appear, you'll have to wait up to an hour and try again. Once you have the member group, head over the Mumble service page on Core and hit the Update Account button, then re-log Mumble.
Can't Login to the Moons Site
The Moons Site uses an older method of determining your character's affiliation, which can only be pulled once a week.
Solution
All you can really do in this instance is wait for the site to recognize you. It updates once a week over the weekend.
Common Other Problems
Invalid Tokens EveMail
Core will send out an EveMail if it detects that one or more of your tokens has gone invalid.
Solution
Login to Core. Re-add any characters with Invalid Token notices using the Add your other characters by logging in with EVE SSO login button. Note that if the problem token was your main, the initial login will have fixed it.
Slack Removal Message
If you're no longer eligible for a Slack Account, you'll receive a message from Corebot stating: "You may've left Brave, done something naughty, or not fixed an invalid ESI token in the proper time period."
Solution
Login to Core. Re-add any characters with Invalid Token notices using the Add your other characters by logging in with EVE SSO login button. Note that if the problem token was your main, the initial login will have fixed it. Verify that the member group is present on the right.
Send a message to #brave-it-services-support verifying that you've done the above to avoid removal. If you didn't get to it in time, follow the instructions below to reactivate your account.
Lost Access to Slack Email
In most instances you'll need an accessible email to login to Slack, losing access to this email can result in you losing access to your Slack Account. Brave cannot change your Slack Email for you, you'll either have to do it yourself, or create a fresh Slack Account.
Solution
If you're still logged into Slack: Go to your Slack Account Settings Page. Under the Email section, enter your Slack password along with a new email that you have access to. You may need to verify it. Note: Changing the email on a freshly invited Slack Account may prevent it from being linked to Core. Please ensure that you've received a welcome DM from Corebot before doing so.
In all other cases: Send the Slack Admin Team a ping via the Pingboard, mentioning that you've lost access to your Slack email. They'll deactivate your Slack Account, and within 12 hours you'll be able to request a new Slack invite under a different email through the Slack Core Service Page. Note: Your old Slack Account will be permanently unrecoverable.
Frequently Asked Questions
Reactivating a Slack Account
If you're a returning member or had your Slack Account deactivated due to a problem with your Core Account, you can have it reactivated.
Note that you can only re-request an invite after Core detects that your account has been deactivated. This is checked every 12 hours.
Solution
Follow the standard instructions to Setup a Slack Account. Enter the same email that was assigned to your deactivated account.
Note that Slack Accounts cannot be relinked to different Core Accounts. Also, if you deleted the character linked to your Slack Account while it was deactivated, it may not be able to relink. In both these cases, your account will be immediately marked for removal upon reactivation. If this occurs, send a message to #brave-it-services-support requesting assistance.
Removing a Character from Core
You are expected to maintain valid tokens on Core for all characters that you control, regardless of whether or not they're joining Brave. Characters can be removed from Core for two reasons: If the character has been deleted, or if the character has been transferred to another player through the Character Transfer Process.
Note: Deleting or transferring your main character can cause problems with your service accounts. Reach out to #brave-it-services-support before doing so.
Solution
Deleted characters are automatically removed within 24 - 48 hours.
To have a transferred character removed, send a message to #brave-it-services-support on Slack including either a link to the Character Bazaar post (if applicable), or a screenshot of the character's in-game corporation history showing a transfer (it will be shown below your corporation history).
Contact IT Support
If all else fails…
The easiest way to get IT Support is by sending a message to #brave-it-services-support on Slack.
If you don't have access to Slack, you can reach the following teams via the Pingboard: