I’ve posted a few questions over the past year only to have them get little or no attention for 30 days and then get closed. I am unable to bump them, and others are not able to reply, even if they happen to search for the issue and find someone else with the same issue. Usually one might reply and say “hey, yeah, I’m having this issue too”… but the topics are closed.
Are we supposed to just start a new topic, or just give up on the issue?
I’m not the only one frustrated 
@wesyah234 two primary reasons.
By the 30 day period, new updates would have hit the browser and changes made.
If people aren’t replying with more information, especially to advise if an issue persists despite updates, then it’s assumed the issue is resolved -OR- the person no longer is paying attention.
Keep in mind that there are lots of people posting on a regular basis and only so many people working for Brave. In fact, you primarily have 2 people from Brave responding to issues here. They are Mattches and Evan123. Then you have people like myself who try to answer everyone and tag in support as needed.
But when you consider there tends to be more than 1,000 topics each month, around 10,000 posts/comments, and then a ton of support tickets…there’s a lot of things to take attention away.
Latest from the home page. This section is what has had the most recent replies or posts.
New, which are new topics created since we last visited the site.
Unread),. but it will show kind of like in New above, but will be updates on posts we’ve spent a lot of time on. I don’t have anything under that right now, so it’s not showing up.Just doing those things will often eat up a lot of time. In fact, I can pretty much be stuck here helping people for 6-8+ hours a day just rotating between those methods. When people stop responding, then it falls off and we don’t see it.
There are just too many posts and topics to go further back to see who has or hasn’t responded. And yeah, if people would stop creating a ton of duplicates on things like Rewards payments (which have been asked/answered thousands of times and even has pinned answers on FAQ), it would make it a lot easier to go back and help people. But unfortunately, 99% of people refuse to take the time to search through existing topics or help articles, instead just rushing here to post a question. That eats up time and also pushes other topics out of the way, where they are less likely to be seen unless someone “bumps” it by replying on it.
NOTE
Some of the struggles here on things might be like how many of these topics are where people stop replying. For example:
Or it might be people who said they figured out solutions, but then they never went back to actually mark is solved, such as:
Otherwise it’s that people put things in the wrong categories or didn’t assign a category at all. They also might not have provided any information. If people don’t provide info, it’s hard to help and we don’t always want to waste time asking questions that already existed in templates people chose to delete and/or ignore. For example:
Person above did not assign to a category, did not mention OS, what version of Brave, what websites they are trying to access, or anything. By not putting it in a category, it reduces the chance of it being seen. By not providing any information on OS or anything, it restricts anyone from providing instructions on what settings to look at or consider.
Here is just one of many examples where a thread was wrongfully closed by the bot and the issue persists, so the forum gets polluted with duplicates of the same issue, and the people who asked for help are never notified when a solution is found.
Hey, @BA76. Let me look here and answer from my perspective really quick. Perhaps can see if you understand and/or agree with what I have to say.
So this one example goes with what I mentioned to you.
Issue #1, it doesn’t have any category or anything assigned to it.
Issue #2, it doesn’t mention anything about what OS or version of Brave they are using. Sure, it says Macbook, but that could be any version of Mac, including outdated/unsupported versions.
They mentioned that this happens with all web browsers. They can’t connect to the internet. This means it’s likely not an issue with Brave.
Error 11 is a generic thing to mean it can’t connect to update server(s). There are a million different reasons why this might be happening. Everything from firewalls blocking, internet being down, viruses, DNS settings, one of the server nodes on the way being down, etc.
They never bumped the post.
It’s possible/probable that I missed this entirely. But if I had seen it and they provided no information, I also would be more likely to move on to the next place where people provided information that allowed me to better guide them.
For this one, it’s hard to get through the wall of text. However, looking at what they said:
This is happening to all web browsers, with them saying it’s happening on Chrome as well. So again, not just a Brave thing
They got themselves locked out of their Mac by hitting wrong password too many times. If the OS did lock them out and didn’t see as a user, then it’s likely passwords and stuff wouldn’t be accessible to them. Account logins are saved and encrypted using OS password. I have no idea of their situation, but there’s some confusing possibilities here.
Now in their ring of confusion, they said things worked. They could go to websites they previously couldn’t. Brave also said it was updated. So problem resolved?
Some websites don’t work. But is it related to initial issue or is it a new issue? If the original was being unable to connect to the internet, can’t update, and was impacting all web browsers and now current issue is that only some websites might not work, those are two different topics.
They mention not wanting to change browsers…but didn’t they say the issue is/was happening on Chrome and all too? So if it was a bigger issue as they mentioned, then changing browsers wouldn’t resolve it anyway.
That said, theirs is new enough that I likely would be responding to ask questions and make suggestions. This is especially true with how you bumped their topic for them today, which would have had it more on my radar. But there’s some confusion on what they’ve explained and their current overall status of things.
@Saoiray is mostly right and the truth is we’re not perfect. Sometimes we will miss topics completely and they’ll get closed, sometimes we’ll have a back and fourth for a while and then the thread gets lost in the shuffle, etc.
To address the main point here
You can either start a new topic with all the info copied over, or you can start a topic with a link to your old one, and tag me saying “Hey this was never answered, can you re-open this?” And I’ll say “Yep sure, sorry about that!” and we can go from there.
I will have a discussion with the rest of support team and see if we want to extend the auto-close time.
I reckon asking to reopen is a fair way to both call attention of the mods (maybe they can be if assistance) and weed out posts no longer of use to the community. If the OP (or anyone for that matter) does take upon itself to have an active role as the person responsible for posting, it will come back to check if the issue at hand has had any development—so if and when it stays idle for a month, it is a matter of prompting the powers at be. My sense of community is something akin to that. Amen, and thank-you to the duo of official helpers and the wing man that works the graveyard shift to provide much needed guidance to many.
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