Box Incident History

1. postmortemAug 24 · 00:53 UTC

   We recently addressed issues affecting Box Edit, Microsoft Office Online, iWork, and other integrations in Box. We would like to take the opportunity to further explain these issues and the steps we have taken to keep them from happening in the future. ‌ Between 04:17 PM PDT and 6:30 PM PDT on August 19, 2026 some users may have experienced difficulties while working in Box. During this time, impacted users were unable to open files in Box Edit, Microsoft Office Online, iWork, and other integrations. Additionally, some users saw errors, timeouts, or slow responses while working in other areas of Box. ‌ The issue occurred after a deployment of a backend service that provides integration and platform functionality. The deployment introduced a regression that caused the service’s performance to degrade under peak load, which led to client timeouts and errors. We restored functionality by reverting the deployment to a previous version. We are taking steps to reduce recurrence by improving our pre-release validation and deployment safeguards, including validating the performance of the service under load, improving observability, and making defensive changes to the affected service. ‌ # Analysis ‌ This incident highlighted opportunities for improving our pre-release validation to test how a change behaves under peak traffic. In this situation, a change in a backend service which handles integration and platform functionality modified its scalability characteristics under load. The service operated normally during non-peak traffic but was not able to keep up with peak traffic demand. Under peak load, the service’s thread pool became saturated, causing requests to queue while waiting for an available worker and increasing latency. # Corrective Actions Box has initiated the following corrective actions: * Strengthening pre-release validation to include tests that better simulate peak traffic and scaling behavior for the affected service. * Improving observability so that scaling issues are more readily detected. * Implementing defensive changes in the affected service to reduce impact if a similar performance degradation were to occur. ‌ We are continuously working to improve Box and want to make sure we are delivering the best product and user experience we can. We hope we have provided some clarity here and we would be happy to answer any questions you may still have regarding this matter. ‌ Sincerely, ‌ The Box Team

Reported by Box on their status page.

1. postmortemSep 6 · 22:49 UTC

   _Notice and disclaimer: Box is providing this preliminary information subject to further review and analysis. To the best of our knowledge, this is the current state and we may update as more information is confirmed._ Between August 27, 2026 at 11:18 PM PDT and August 28, 2026 at 2:48 AM PDT some customers may have been unable to access Box Hubs using shared links. Other Box functionality, such as file and folder access, was not broadly affected. The issue occurred as a result of a recent code change in our ongoing effort to improve performance. We were able to resolve the issue by rolling back the change so traffic returned to the previous behavior. We are conducting a full engineering postmortem, including a review of our deployment and configuration practices, to reduce the chance of similar issues in the future. Our overview is subject to change with further analysis and findings. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem. We are continuously working to improve Box and want to make sure we are delivering the best product and user experience we can. We hope we have provided some clarity here and we would be happy to answer any questions you may still have regarding this matter. Sincerely, The Box Team

Reported by Box on their status page.

1. resolvedSep 4 · 03:03 UTC

   This incident is now resolved and Box services have been restored to full functionality. If you generated reports during the impacted period, please re-run those reports. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.

Reported by Box on their status page.

1. postmortemAug 30 · 22:39 UTC

   _Notice and disclaimer: Box is providing this preliminary information subject to further review and analysis. To the best of our knowledge, this is the current state and we may update as more information is confirmed._ On August 24, 2026 between 10:28 AM PDT and 10:35 AM PDT, some customers may have experienced failures signing in and intermittent inability to access files and other core Box features. The disruption was caused by a traffic increase at our edge load-balancers that delayed requests to back-end services. Error rates returned to normal after the traffic spike subsided and services recovered. We are reviewing our load-balancing and client-connection practices and working with our cloud provider to reduce the likelihood of recurrence. We are conducting a full engineering postmortem and our overview is subject to change with further analysis and findings. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem. We are continuously working to improve Box and want to make sure we are delivering the best product and user experience we can. We hope we have provided some clarity here and we would be happy to answer any questions you may still have regarding this matter. Sincerely, The Box Team

Reported by Box on their status page.

1. postmortemAug 30 · 22:37 UTC

   _Notice and disclaimer: Box is providing this preliminary information subject to further review and analysis. To the best of our knowledge, this is the current state and we may update as more information is confirmed._ On August 24, 2026 between 2:03 PM PDT and 2:24 PM PDT, some customers experienced degraded upload performance, elevated errors, and reduced availability for certain user operations. The issue was caused by an internal background clean-up process that generated an unexpectedly high volume of requests and overloaded part of our back-end system. We applied an immediate mitigation to stop the offending traffic, and service levels returned to normal within minutes. We are reviewing the recent changes and retry behavior that contributed to this event and are working to prevent recurrence. We are conducting a full engineering postmortem and our overview is subject to change with further analysis and findings. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem. We are continuously working to improve Box and want to make sure we are delivering the best product and user experience we can. We hope we have provided some clarity here and we would be happy to answer any questions you may still have regarding this matter. Sincerely, The Box Team

Reported by Box on their status page.

1. resolvedAug 25 · 07:37 UTC

   After further monitoring, this incident is now considered resolved. If you continue to experience any issues, please contact Box Support at https://support.box.com.

Reported by Box on their status page.

1. postmortemAug 11 · 02:54 UTC

   On August 4, 2026 between 12:10 PM PDT and 1:20 PM PDT, some customers experienced failures and delays when uploading files to Box. The problem was caused by a routing issue on our frontend load balancers. We restored service by rerouting upload traffic and provisioning additional capacity. # Analysis A temporary network connectivity disruption impacted a small part of our load balancing fleet, causing a spike of TCP retransmit errors. Our engineering team mitigated the impact by redirecting traffic away from the affected region, which restored normal upload operations and resolved the errors. This incident highlighted opportunities to improve observable signals and alerting for TCP retransmit errors. # Corrective Actions Box has initiated the following corrective actions: * Improve monitoring and alerting for the isolated TCP retransmit issues. * Review and update operational runbooks for isolating problematic instances and for capacity management to shorten time to mitigation. ‌ We are continuously working to improve Box and want to make sure we are delivering the best product and user experience we can. We hope we have provided some clarity here and we would be happy to answer any questions you may still have regarding this matter. Sincerely, The Box Team

Reported by Box on their status page.

1. postmortemAug 21 · 18:09 UTC

   _Notice and disclaimer: Box is providing this preliminary information subject to further review and analysis. To the best of our knowledge, this is the current state and we may update as more information is confirmed._ On August 19, 2026 between 3:44pm PDT to 3:49pm PDT, some users may have experienced difficulties while working in Box. When attempting to access Box during this time, some users may have seen an error message. Preview, and Box Notes functionalities were impacted. This occurred because of an issue affecting Box’s critical third party cloud ingress services. We are conducting a full engineering postmortem in conjunction with our cloud provider, and our overview is subject to change with further analysis and findings. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem. We are continuously working to improve Box and want to make sure we are delivering the best product and user experience we can. We hope we have provided some clarity here and we would be happy to answer any questions you may still have regarding this matter. Sincerely, The Box Team

Reported by Box on their status page.

1. resolvedAug 21 · 09:45 UTC

   From approximately 2:42 AM to 2:45 AM PDT (US Pacific Time), we observed an issue impacting Box Notes. Our systems automatically detected and corrected the underlying issue. There is no current impact and no further updates will be provided here. If you continue to experience any issues, please contact Box Support at https://support.box.com.

Reported by Box on their status page.

1. resolvedAug 19 · 12:03 UTC

   After further monitoring, this incident is now considered resolved. All Files Page Service has been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

Reported by Box on their status page.

1. postmortemAug 19 · 00:19 UTC

   We recently addressed issues affecting Shuttle standalone jobs. We would like to take the opportunity to further explain these issues and the steps we have taken to keep them from happening in the future. Between 3:41 AM and 3:57 AM PDT on July 31, 2026, some customers using Shuttle Standalone could sign in to their Shuttle Standalone accounts and view their dashboards, but could not view job details, change job settings, or create new standalone jobs. The Shuttle native experience was not affected. After we restored service, we confirmed that customers could access existing jobs and create new ones. # Analysis A misconfiguration in Shuttle resulted in depleted resources that accessed job history. This caused Shuttle pages that load job history to time out. We restored access by restarting the affected services at 3:57 AM PDT. Job management returned to normal, with no recurrence. This briefly blocked the standalone experience for affected customers, even though sign-in and the Shuttle native experience continued to work. # Corrective Actions Box has initiated the following corrective actions: * Updating the capacity allocation to avoid the recurrence of this issue * Adding monitoring to better preempt the issue from occurring We are continuously working to improve Box and want to make sure we are delivering the best product and user experience we can. We hope we have provided some clarity here and we would be happy to answer any questions you may still have regarding this matter. Sincerely, The Box Team

Reported by Box on their status page.

1. postmortemAug 4 · 04:09 UTC

   We recently addressed issues affecting file uploads and edits that create new file versions. We want to explain what happened and what we have done to prevent it from happening again. Between Jul 26, 2026 4:38 PM PDT and Jul 28, 2026 10:34 AM PDT, some users may have experienced delays or failures when uploading files or saving edits that create new file versions. The impact was limited to cases with a high number of concurrent uploads or edits on the same file. During this period, concurrent upload and edit traffic contended on shared database locks while creating new file versions. Under load, an overly conservative insert locking strategy acquired locks, creating a bottleneck in the database. The contention was amplified by background processes that post-process the uploaded file and attach additional information to every new version, competing for the same locks. # Analysis This incident highlighted several opportunities for improvement: * Lock-wait failures do not appear in our usual change-stream / mutation telemetry, which delayed our investigation. * Background processes can contend with upload and edit paths that create new versions. Our development environments did not fully test this particular interaction under load. Remediation combined an immediate reduction in non-essential background scan load with a code change that relaxed the overly conservative locking behavior, while preserving the intended isolation guarantees. # Corrective Actions Box has initiated the following corrective actions: * Deploy and validate the insert-behavior fix across all live clusters \(completed and confirmed\). * Improve observability for lock-wait and timeout-driven load so contention sources are visible. We are continuously working to improve Box and want to make sure we are delivering the best product and user experience we can. We hope we have provided some clarity here and we would be happy to answer any questions you may still have regarding this matter. Sincerely, The Box Team

Reported by Box on their status page.