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Character page not loading

Modified on: Thu, 28 May, 2026 at 4:07 PM

Minimum Software Version	8.18.10
Solution(s)	Cases International ✓ Cases US ✓ Institutions ⨉ Counsel ✓

Provides troubleshooting steps for resolving an issue where the Characters page fails to load across all workspaces due to a 403 error.

In some V7 environments, the Characters page may fail to load for all workspaces. When this occurs, the browser console typically shows the following error:

Failed to load resource: the server responded with a /entities/peers status of 403

This issue is caused by a configuration mismatch where Puppet has not correctly replaced the coc.key. As a result, the key used by the JWT service does not match the key configured in the entities application, leading to authorization failures when loading the Characters page.

Aligning the coc.key values between services resolves the issue.

Resolving the Characters page 403 error

Log in to the server and locate the coc.key used by the JWT service:
Shell
cat /mnt/data/private/jwtservice/keys/coc.key
Show more lines
Open a second terminal session and locate the key defined in the entities application:
Shell
cat /var/lib/entities/application.properties
Show more lines
Compare the two key values.
- If they do not match, copy the value from coc.key.
Replace the existing key in entities/application.properties with the value from:
```
/mnt/data/private/jwtservice/keys/coc.key
```
Save the changes.
Navigate to the frontend application and refresh the page.

After refreshing, the Characters page should load correctly.

Related Links

Internal Slack reference: FD 111386
https://opus2.slack.com/archives/C4ZR2MRBJ/p1722331689057449

If the Characters page fails to load in a V7 environment, verify that the coc.key values are consistent across services. If the issue persists after updating the key, escalate to the platform or infrastructure team for further investigation.