Why Am I Getting a "504 Gateway Timeout" or "Cannot Preview File" Error?
When opening or previewing a document, you may see a 504 Gateway Timeout error, a "Cannot preview file" message, or notice general slowness when loading files. You may need to retry opening the file several times before it loads. This can happen even if your firm stores documents in OneDrive or CasePeer storage rather than Dropbox.
Why This Happens
Document previews are routed through Dropbox to render, regardless of which storage provider — Dropbox, OneDrive, or CasePeer storage — your firm uses to store files.
If Dropbox is experiencing a service disruption, previewing and loading files can be delayed or fail for all firms, even those not using Dropbox as their primary storage.
What To Do
Check status.dropbox.com to see if Dropbox is reporting an outage or degraded performance.
Retry opening or previewing the file after a few minutes. These errors typically resolve on their own once Dropbox's service is restored.
If the issue persists after Dropbox reports normal service, contact CasePeer support so we can investigate further.