Trustvault Metamask broken for Brave and Chrome

Incident Report for Bitpanda Custody Ltd

Postmortem

Incident Report: TrustVault for MetaMask Incompatibility with Latest Browser Versions

Incident ID: 20240517-01Reported by: Alessio Vanini - Heka Funds Sicav plc Date/Time Reported: May 17, 2024, 08:46 UTCAffected Service: TrustVault for MetaMaskAffected Browsers: Brave (latest version 1.66.x), Chrome (latest version 125.x)

Incident Summary

On May 17, 2024, at 08:46 UTC, Heka Funds Sicav plc reported issues with TrustVault for MetaMask using the Brave browser, stating that the app keeps loading indefinitely across three different devices. At that time, TrustVault still functioned correctly in Chrome. Initial investigations began immediately.

Timeline of Events

May 17, 2024, 08:46 UTC: Client reported issues with TrustVault using Brave browser.
May 17, 2024, 13:40 UTC: Customer was advised to continue using Chrome while we investigated.
May 17-19, 2024: Further investigations indicated the issue could be complex and time-consuming to resolve.
May 20, 2024: Customer reached out for an update via Slack. We confirmed the issue with the latest Brave version and suggested using a previous version (v1.65.133 on Mac). We questioned why they were using different browser rather than Chrome profiles and customer responded, “we are using 1 browser for each fund that we manage … we are structured this way at the moment.”
May 20, 2024: Similar issues identified with the latest Chrome version (125.x). Customer advised not to upgrade and provided working (124.x) and failing (125.x) Chrome versions.
May 21, 2024, 13:18 UTC: Status page update to all clients:"Identified - We have identified an issue with both Brave and Chrome following a recent update. Please note that TrustVault for MetaMask is currently not working on the latest versions (Chrome 125.x or Brave 1.66.x). Users are advised to not upgrade or to roll back to the previous version (Chrome 124.x or Brave 1.65.x) to ensure TrustVault compatibility."
Client Response: Preferred not to download older browser versions, suggesting the extension should adapt to new browser updates.
May 22, 2024, 10:19 UTC: Status page update:"Update - We have tested TrustVault in the latest version of Vivaldi (6.7.3329.31) and confirmed it is working. It is also possible to turn OFF automatic updates with Vivaldi, which we recommend. If you are unable to use TrustVault MM extension as your Chrome or Brave browsers have automatically updated, we recommend downloading and installing Vivaldi or reverting to previous working versions of Chrome or Brave."
May 22, 2024, 11:00 UTC: Published help article with rollback instructions: TrustVault MetaMask Brave Chrome
May 22, 2024, 16:57 UTC: Final status page update:"Update - Our engineers are diligently working to resolve the issue caused by the recent update to Chrome and Brave, which has affected the functionality of TrustVault for MetaMask. While we don't have a specific timeline for the fix yet, please be assured that this is our top priority. In the meantime, you can use a previous version of Chrome or Brave, or switch to the latest version of Vivaldi, to continue conducting DeFi transactions with TrustVault for MetaMask."

Actions Taken

Advised affected users to use older versions of Chrome (124.x) and Brave (1.65.x).
Recommended using Vivaldi (6.7.3329.31) as a temporary solution.
Published a detailed help article on how to rollback browser versions.
Continuous communication with affected clients to provide updates and interim solutions.
Email sent to all customers.

Next Steps

Ongoing investigation by the engineering team to develop a fix for compatibility issues with the latest versions of Chrome and Brave.
Provide regular updates to clients via status page and direct communication channels.
Develop and test patches or updates to TrustVault for MetaMask using the existing codebase and develop it for MetaMask Snaps to ensure compatibility with the latest browser versions.

Contacted Clients

Campsor Ltd (£1750/qtr)
Coral Capital LLC (£3,428.25/pcm)
Heka Funds Sicav plc
- Alpha Bitcoin (€1000/pcm)
- Alpha Ethereum(€1000/pcm)
- Elysium Global Arbitrage Fund (€6000/pcm
Re7
- Re7 Liquidity Fund (5,450.00 /qtr)
- Re7 Hutt Yield Fund (£2,450.00 /qtr)
Bitpanda Gmbh

Feedback Received

Other than Heka Funds Sicav plc no feedback has been received to date.

Posted Jul 31, 2024 - 10:27 UTC

Resolved

This incident has been resolved.

Posted Jun 17, 2024 - 10:43 UTC

Update

We are continuing to monitor for any further issues.

Posted Jun 17, 2024 - 10:42 UTC

Monitoring

Trust Vault MetaMask 11.15 is now live in the Chrome Store. You may notice Metamask no longer opens as it should.

What you need to do to fix:

Re-install the extension by uninstalling it from your browser. Then go to the extension page at https://chromewebstore.google.com/detail/trustvault-metamask/emgcdomdamhpclkofaldlinkhmecjcmc?pli=1 and install it fresh.

Posted Jun 05, 2024 - 15:12 UTC

Update

We will shortly be releasing Trust Vault Metamask 11.15 to resolve these issues.

Unfortunately our testing has shown that it is not a clean upgrade from the current version of Trust Vault Metamask (10.24.2.12).

Please follow the steps below and take a backup of your current Metamask if necessary.

What you need to do:

Soon the update will be going live in the Chrome Store. You may notice Metamask no longer opens as it should. To fix, re-install the extension by first uninstalling it from your browser, then go to the extension page and install it fresh. Please make sure you back up any accounts you use in Metamask before the upgrade.

Posted Jun 04, 2024 - 14:41 UTC

Update

The engineering team has successfully completed the full redevelopment of the TrustVault MetaMask extension. This was a significant accomplishment achieved within a short timeframe. We are now entering an extensive testing phase, and upon its completion, the extension will be submitted to the Chrome Store for approval. We will keep you updated throughout this process.

Posted May 29, 2024 - 08:34 UTC

Update

Our engineers have made significant progress in redeveloping the TrustVault MetaMask extension to be compatible with the recent changes introduced in Chrome and Brave browsers. We hope to provide a timeline for the live update by tomorrow.

Thank you for your continued patience and understanding. We will aim to provide another update by close of business tomorrow, May 24th.

Posted May 27, 2024 - 15:22 UTC

Update

Our engineers continue to diligently work on the complex task of redeveloping the TrustVault MetaMask extension to ensure compatibility with the recent upgrades to Chrome and Brave. We appreciate your patience and understanding as we navigate this challenging process.

As a reminder, the following browser versions are currently supported:

Chrome Version: 124.x
Brave Version: 1.65.x

Additionally, the latest version of the Vivaldi browser is confirmed to work with TrustVault for MetaMask where you can also disable automatic updates to maintain compatibility.

We will provide another update by close of business tomorrow, May 24th and apologise for any inconvenience this may have caused. Should you wish to discuss this further or require any assistance in the meantime, please contact help@bitpandacustody.com

Posted May 23, 2024 - 19:01 UTC

Update

Our engineers are diligently working to resolve the issue caused by the recent update to Chrome and Brave, which has affected the functionality of TrustVault for MetaMask. While we don't have a specific timeline for the fix yet, please be assured that this is our top priority.

In the meantime, you can use a previous version of Chrome or Brave, or switch to the latest version of Vivaldi, to continue conducting DeFi transactions with TrustVault for MetaMask.

We apologise for the ongoing inconvenience and appreciate your patience.

Posted May 22, 2024 - 15:40 UTC

Update

We have tested TrustVault in the latest version of Vivaldi (6.7.3329.31) and confirmed it is working. It is also possible to turn OFF automatic updates with Vivaldi which we would recommend.

If you are unable to use Trustvault MM extension as your Chrome or Brave browsers have automatically updated, we recommend downloading and installing Vivaldi or reverting to previous working versions of Chrome or Brave.

We will also update the article below as and when we have further information whilst our engineers are working to resolve this as speedily as possible. We apologise again for the inconvenience this has caused.

https://help.bitpandacustody.com/en/articles/9360597-trustvault-metamask-brave-chrome

Posted May 22, 2024 - 10:19 UTC

Identified

We have identified an issue with both Brave and Chrome following a recent update.

Please note that TrustVault for MetaMask is currently not working on the latest versions ie Chrome version: 125.x or Brave version 1.66.x

Users are advised to not upgrade or to roll back to the previous version ie Chrome Version: 124.x or Brave version 1.65.x to ensure TrustVault compatibility.

Posted May 21, 2024 - 13:18 UTC

This incident affected: TrustVault MetaMask Extension.