Unable to activate Brave Rewards - MacOS

Brave Rewards Rewards Support
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1

Briefly describe your issue:

So at first, my computer crashed, and upon reboot, when I would open Brave Rewards when it said what my balance was, it said “NaN”, and as a developer myself, I knew this was pretty bad. So what I did next was I reset my brave rewards. After the reset, I tried to sign up for brave rewards again. I got this error:

Brave_rewards_error

After that, I tried uninstalling and reinstalling the brave app hoping that would fix it. Nothing. I think there’s a corruption in the profile settings on my Mac. I just don’t know where or how to fix it.

I know I need to go to: ~/Library/Application Support/BraveBrowser but I just don’t know what needs fixing in there.

What Operating System and Brave version are you using (Menu --> About Brave)?
MacOS - Big Sur - 11.7.6 (20G1231)

Brave - Version 1.50.121 Chromium: 112.0.5615.138 (Official Build) (x86_64)

Is your Brave Rewards Profile currently verified? (yes/no)
It was before the crash. Now, I don’t know.

What date did you connect a your Brave Rewards Profile?

I don’t know, a while ago. I’ve been connected to the Uphold exchange for quite some time.

Have you been able to successfully receive payments in the past?

Yes

Are you using a VPN? (yes/no)

No

Are you in a supported region (see here for list of supported regions)?

Yes. USA.

Does your device pass the SafteyNet check (Android only)?

Not on Android. MacOS.

Have you manually turned off Auto-contribute on all of your devices?

I only have this device, and I never had it turn on in the first place.

2

If You Go to brave://rewards-internals is there anywhere it says ‘profile not created’ ?

3

Normally I’d tag @SaltyBanana or @Evan123 on this, but also know they haven’t been active here on Community since April 17 and 19. I tagged just in case they might be lingering around and responding to tags. But in the meanwhile, will also tag in @Mattches as he’s been pretty much handling everything this week.

Hopefully you’ll have someone pop in with a resolution before the end of the day. Keep in mind if don’t get a response today, likely won’t hear anything again until sometime after Monday.

4

@jess_brav3,
Thank you for reaching out to us and for the detailed report. I am also curious to know what you see when you go to your brave://rewards-internals page. This does seem like an issue with profile corruption.

If that is indeed the case, are you okay with losing your browsing data? I know that it is not ideal but it may be the only way to clear the issue with Rewards — you’ll simply need to delete the directory containing your [corrupted] profile data, which you appear to have found (~/Library/Application Support/BraveBrowser) and relaunch the browser (which will create a new profile directory on launch).

Please check your brave://rewards-internals page before deleting anything just so we have as much information as possible.

5

Hello @SmartyAadi, @Saoiray, and Mattches,

If you don’t mind, I’d like to address you guys kinda as a whole here. So I think you’re correct that it is so sort of profile corruption that happened after my computer crashed. Here’s what brave://rewards-internals/ says on the “General Info” tab:

Rewards info

Rewards profile not yet created

Custodial account connection info

Rewards state: Not connected

And then when I go to the the “logs” section:

--------------------------------------------------------------------------------
[Apr 26, 2023, 5:20:58.9 PM:ERROR:post_wallets.cc(57)] Wallet already exists!
[Apr 26, 2023, 5:20:58.9 PM:ERROR:wallet_create.cc(103)] Failed to create Rewards wallet!
[Apr 26, 2023, 5:34:26.0 PM:ERROR:post_wallets.cc(57)] Wallet already exists!
[Apr 26, 2023, 5:34:26.0 PM:ERROR:wallet_create.cc(103)] Failed to create Rewards wallet!
[Apr 26, 2023, 5:35:00.1 PM:ERROR:post_wallets.cc(57)] Wallet already exists!
[Apr 26, 2023, 5:35:00.1 PM:ERROR:wallet_create.cc(103)] Failed to create Rewards wallet!
[Apr 26, 2023, 5:47:16.0 PM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 26, 2023, 5:48:15.6 PM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 26, 2023, 5:48:39.9 PM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 26, 2023, 5:53:26.6 PM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 26, 2023, 5:57:04.1 PM:ERROR:post_wallets.cc(57)] Wallet already exists!
[Apr 26, 2023, 5:57:04.1 PM:ERROR:wallet_create.cc(103)] Failed to create Rewards wallet!
[Apr 26, 2023, 5:57:50.3 PM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 26, 2023, 6:04:28.7 PM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 27, 2023, 1:12:52.3 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 27, 2023, 1:13:51.1 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 27, 2023, 1:28:51.9 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 27, 2023, 1:28:51.9 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 27, 2023, 1:30:29.6 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 27, 2023, 1:32:50.6 AM:ERROR:post_wallets.cc(57)] Wallet already exists!
[Apr 27, 2023, 1:32:50.6 AM:ERROR:wallet_create.cc(103)] Failed to create Rewards wallet!
[Apr 27, 2023, 1:48:31.4 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 27, 2023, 1:48:31.5 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 27, 2023, 2:05:16.4 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 27, 2023, 2:05:16.5 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 27, 2023, 2:42:22.5 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 27, 2023, 3:22:01.6 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 27, 2023, 3:30:14.9 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 27, 2023, 4:03:49.1 AM:ERROR:publisher.cc(729)] Publisher info not found
--------------------------------------------------------------------------------
[Apr 28, 2023, 3:23:00.8 AM:ERROR:post_wallets.cc(57)] Wallet already exists!
[Apr 28, 2023, 3:23:00.8 AM:ERROR:wallet_create.cc(103)] Failed to create Rewards wallet!
[Apr 28, 2023, 3:23:19.1 AM:ERROR:post_wallets.cc(57)] Wallet already exists!
[Apr 28, 2023, 3:23:19.1 AM:ERROR:wallet_create.cc(103)] Failed to create Rewards wallet!
[Apr 28, 2023, 3:33:33.9 AM:ERROR:post_wallets.cc(57)] Wallet already exists!
[Apr 28, 2023, 3:33:33.9 AM:ERROR:wallet_create.cc(103)] Failed to create Rewards wallet!
[Apr 28, 2023, 3:38:22.8 AM:ERROR:post_wallets.cc(57)] Wallet already exists!
[Apr 28, 2023, 3:38:22.8 AM:ERROR:wallet_create.cc(103)] Failed to create Rewards wallet!
[Apr 28, 2023, 3:53:53.8 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 28, 2023, 3:53:53.8 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 28, 2023, 11:13:55.5 PM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 28, 2023, 11:38:42.8 PM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 28, 2023, 11:51:22.2 PM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 28, 2023, 11:52:02.5 PM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 29, 2023, 12:14:00.1 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 29, 2023, 1:06:19.3 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 29, 2023, 1:15:26.2 AM:ERROR:publisher.cc(729)] Publisher info not found
[Apr 29, 2023, 1:17:43.1 AM:ERROR:publisher.cc(729)] Publisher info not found

What I would like to know is Mattches, I know that if I go into ~/Library/Application Support/BraveBrowser and delete everything in there then I no longer have a profile at all. Everything will be gone. So before we go that way, I was wondering if there is a specific folder within the profile folder I can delete instead. Mostly because I have bookmarks, and extensions that I would prefer to not have to reinstall again. I have already taken about a day to back up everything, but I just want to make sure that I don’t have to purge my whole profile before I do this. Just an FYI, I didn’t do an actual backup of my extensions, I just made a list in a text document. Same for my browsing history. Anyway guys, please keep me posted. Thanks.

6

Be possible for you to reset Brave rewards again?

7

@jess_brav3 Only thing I can say is if you’re worried about passwords, bookmarks, etc then you could always export those over or create a new profile and sync with it. Essentially you wouldn’t lose much of anything that way.

Of course, in speaking of new profile, you could essentially see if the same thing happens in a new profile if you haven’t already tried. I mean, you would think that it would have cleared by uninstalled/reinstalling Brave, but it’s just a small test.

Only other thing I’d be curious of is if it might also happen to you if you tried installing Brave Beta or Brave Nightly. If it does, then it might be a sign of a larger issue. But if things work well there, then at least lets us know it’s just an issue with the Release version on your device. And as said earlier, if new profile works on existing browser then we would know that it’s just a corrupt profile.

8

Hey @Saoiray, I’ll follow up with this on Monday. I gotta catch up on a few things. Thanks you everyone for your help so far!

9

Hey @Saoiray I will look into this first thing in the tomorrow. Thanks for all your help guys.

10

Quick questions @Saoiray, am I to do things in this order:

  1. Create a new profile
  2. port everything over from one profile to another
  3. Delete old corrupted profile
  4. Cross fingers that new profile works, and I can setup my brave rewards properly

Am I missing anything? Thanks again so much for your help.

11
  1. Create a new profile.
  2. Attempt to activate Brave Rewards.
  3. If successful, port things over. (well, copy over)
  4. Make sure porting things over doesn’t break profile and Rewards still works.
  5. If thing are still good, delete old profile.
12

Sounds good @soory1973, I will get to this on Monday. Thanks again for all of your help.

13

I’ve just been busy with this new contract I’ve been working on for the time being.

14

Hang in there guys, let me carve out time next week. Busy with the new contract I’m working on.

15

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