Common IT Problems and Frequently Asked Questions [Brave Collective]

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===== Common IT Problems and Frequently Asked Questions =====

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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 [[/public/alliance/it/issues/known/|Known IT Service Issues]] page.

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==== Common Setup Problems ====

These are problems that you may encounter when first setting up our IT Services. 

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=== 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. 

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== Solution ==

Ensure all your characters have valid tokens on Core. If you don't have the <text type="success">**member**</text> group listed on the right, hit //Update Character// on a Brave Character. If the <text type="success">**member**</text> group doesn't appear, you'll have to wait up to an hour and try again. 

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=== 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. 

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== Solution ==

Ensure all your characters have valid tokens on Core. If you don't have the <text type="success">**member**</text> group listed on the right, hit //Update Character// on a Brave Character. If the <text type="success">**member**</text> group doesn't appear, you'll have to wait up to an hour and try again. Once you have the <text type="success">**member**</text> group, head over the Mumble service page on Core and hit the //Update Account// button, then re-log Mumble. 

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=== Can't Login to the Moons Site ===

The [[https://moons.bravecollective.com|Moons Site]] uses an older method of determining your character's affiliation, which can only be pulled once a week. 

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== 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. 

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==== Common Other Problems ====

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=== Invalid Tokens EveMail ===

Core will send out an EveMail if it detects that one or more of your tokens has gone invalid. 

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== 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. 

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=== 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."

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== 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 <text type="success">**member**</text> group is present on the right. 

Send a message to <fc #6495ed>**#brave-it-services-support**</fc> 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. 

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=== 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. 

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== Solution ==

**If you're still logged into Slack:** Go to your [[https://brave-collective.slack.com/account/settings#email|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. <text type="warning">**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.**</text>

**In all other cases:** Ping the IT Team via the [[https://events.bravecollective.com/pings/send/15|Pingboard]], mentioning that you've lost access to your Slack email. The IT Team will deactivate your Slack Account, and within a day or so you'll be able to request a fresh Slack invite under a different email through the [[https://account.bravecollective.com/#Service/3|Slack Core Service Page]]. <text type="warning">**Note: Your old Slack Account will be permanently unrecoverable.**</text>

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==== Frequently Asked Questions ====

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=== 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. 

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== Solution ==

Follow the standard instructions to [[/public/alliance/it/communication-resources#brave_collective_slack_workspace|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 <fc #6495ed>**#brave-it-services-support**</fc> requesting assistance. 

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=== 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 [[https://support.eveonline.com/hc/en-us/articles/203465481-Character-Transfer|Character Transfer Process]]. 

<text type="warning">**Note: Deleting or transferring your main character can cause problems with your service accounts. Reach out to <fc #6495ed>**#brave-it-services-support**</fc> before doing so.**</text>

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== Solution ==

Deleted characters are automatically removed within 24 - 48 hours. 

To have a transferred character removed, send a message to <fc #6495ed>**#brave-it-services-support**</fc> 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). 

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