Box Incident History

1. postmortemOct 27 · 21:28 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 October 19, 2026 between 6:44 PM and 8:32 PM PDT, some customers may have experienced degradation when interacting with our Public API, Downloads, and Box Sign. The impact was caused by a focused traffic spike that resulted in increased latencies when accessing some data assets. We mitigated the impact by enabling additional targeted caching to relieve the stress on our datastores. Performance of our services returned to normal levels by 8:32 PM PDT. 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. Sincerely, The Box Team

Reported by Box on their status page.

1. ResolvedOct 20 · 03:47 UTC

   After further monitoring, this incident is now considered resolved. All Box services have 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. postmortemOct 26 · 19:23 UTC

   We recently addressed issues affecting Events and Box Drive. We would like to take the opportunity to further explain these issues and the steps we have taken to prevent recurrence.

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   Between October 14, 2026 at 3:00 PM PDT and October 15, 2026 at 5:10 AM PDT, some customers may have experienced delayed Events delivery and Box Drive synchronization.

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   Analysis

   The incident was caused by an unexpected workload surge. We remediated the issue by deploying a targeted filter for the workload and adding capacity. During the mitigation, some Events and Drive synchronizations may have been delayed.

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   Corrective Actions

   Box has initiated the following corrective actions:

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   • Adding monitoring and improved workload filtering tools to respond to future incidents quicker.
   • Exploring ways to automatically handle unexpected workload changes across our event processing systems.

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   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.

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   Sincerely,
   The Box Team

Reported by Box on their status page.

1. ResolvedOct 15 · 12:41 UTC

   After further monitoring, this incident is now considered resolved. The Box Drive 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. resolvedOct 8 · 09:33 UTC

   After further monitoring, this incident is now considered resolved. Box services have been restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.

Reported by Box on their status page.

1. resolvedOct 8 · 03:54 UTC

   After further monitoring, this incident is now considered resolved. Event-based reports and Insights in the Admin Console, results from the Enterprise Events API, and Box AI unit usage have been restored to full functionality and are showing up-to-date information. If you continue to experience any issues, please contact Support at https://support.box.com.

Reported by Box on their status page.

1. postmortemOct 21 · 19:01 UTC

   We recently addressed issues affecting File Requests 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.

   On October 1, 2026 between 2:50 AM and 3:30 AM PT, some customers may have experienced File Requests upload pages rendering as garbled text and unavailable File Request links, preventing users from accessing File Requests upload pages and File Request links. Service was restored at 3:30 AM PT.

   Analysis

   The issue was caused by a change to how File Requests upload pages are packaged for production, which made them incompatible with the service that delivers them. As a result, the pages displayed as garbled text. Rolling back to the previous release restored the pages, and we have since configured our deployments to keep using the compatible format.

   Corrective Actions

   Box has initiated the following corrective actions:

   • Correcting the deployment configuration for File Requests upload pages so they are always packaged in a format the delivering service can read.
   • Adding a mandatory pre-release check that automatically stops a rollout if File Requests and Forms pages fail validation in production.
   • Strengthening monitoring of File Requests upload pages so rendering issues are detected and addressed before customers are affected.

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   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. resolvedOct 5 · 14:09 UTC

   After further monitoring, this incident is now considered resolved. The Report 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. postmortemOct 27 · 21:25 UTC

   We recently addressed an issue that briefly affected the All Files page, Box Notes, API traffic, logins, and downloads in Box. We would like to take the opportunity to further explain this issue and the steps we have taken to keep it from happening in the future.

   On Tuesday, September 29, 2026 between approximately 6:39 AM PDT and 6:44 AM PDT, some customers may have experienced errors when using Box. The issue occurred when several database instances simultaneously became unavailable due to a disruption in our cloud-managed infrastructure. Our internal systems detected the unhealthy instances and automatically rerouted traffic to a healthy copy, which fully restored service availability.

   Analysis

   Our database service is generally deployed evenly across multiple availability zones in order to reduce coupling to a single failure domain within our cloud infrastructure. However, VM scheduling within a given availability zone is managed by the compute service itself. In this instance, several VMs within a single availability zone were attached to a shared network device prior to the incident. When that device experienced a brief interruption, multiple database instances simultaneously became unavailable.

   Our systems retain warmed copies of the database instances to take over in the event of a hardware failure, and continuously monitor the health of the service. Within minutes of the impact start, this system correctly detected the issue and successfully remediated the problem by redirecting traffic from the unhealthy instance to a healthy copy. At this point, customers using Box saw errors subside and service return to normal.

   Corrective Actions

   Box has initiated the following corrective actions:

   • Analyzing and optimizing the response time for our health checking services to more quickly remediate similar issues.
   • Ensuring that our health checking services are resilient to potentially larger, concurrent failures across our database fleet.

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   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. postmortemOct 21 · 19:02 UTC

   We recently addressed issues affecting Box Notes 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.

   On September 28, 2026, beginning at 2:35 AM PDT, during a routine maintenance operation, some Box Notes users who had the app open in a background browser tab may have seen a brief "Reconnecting" message and a short delay when they returned to the tab. No data was lost, users who were actively editing were not prevented from working, and we received no widespread customer reports.

   The cause was a recent change to how Box Notes reconnects background tabs. We have since fixed the reconnection behavior and verified the fix.

   Analysis

   The cause was a recent change to how Box Notes reconnects browser tabs that are open in the background. After an infrastructure switch during a release, those tabs did not reconnect on their own and instead reconnected when customers returned to them. The release and infrastructure switch completed successfully, and background tabs reconnected gradually as customers came back to them. Normal connection levels returned by 3:33 AM PDT.

   Corrective Actions

   Box has initiated the following corrective actions:

   • Fixing the reconnection behavior for background tabs so they reconnect automatically after an infrastructure switch, and verifying the fix with a controlled switch.
   • Adding an automated test that reproduces this scenario, to catch any regression before release in the future.
   • Scheduling a further review of reconnection logic with the team, paired with metrics analysis.

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   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 15 · 21:26 UTC

   We recently addressed issues affecting Admin Reports on AI usage reporting. 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 3:30 PM PDT and 7:59 PM PDT on September 3, 2026, — some users may have experienced difficulties while working in Box. During this time, AI Unit usage reports may have shown missing, empty, or otherwise incomplete AI-usage data and related insights.

   The issue occurred because a third‑party data ingestion service experienced elevated error rates that interrupted ingestion into our reporting pipeline. We were able to resolve the issue after the provider deployed a mitigation, and our teams re-ran previously failing ingestion jobs and rebuilt reporting tables to backfill missing data, restoring report availability. In addition, we will pursue follow-up with the provider and take steps to reduce the likelihood of recurrence.

   Analysis

   Upon learning of the incident, coordination with our third‑party provider was required to restore capacity.

   Corrective Actions

   Box has initiated the following corrective actions:

   • Obtaining the provider's formal root‑cause analysis.
   • Enhancing re-try mechanisms to recover from failures.
   • Enhancing alerting mechanisms for failed ingestion jobs error rates and observable signs of data‑quality degradation.

   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

   We recently addressed issues affecting Hubs shared-link access 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.

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   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.

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   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, and traffic returned to the previous behavior.

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   Analysis

   During a routine deployment, a configuration change intended exclusively for a pre-production environment was inadvertently applied to the production environment. The incident highlighted opportunities to strengthen deployment-time configuration validation and pre-deployment checks designed to catch environment-specific configuration differences.

   Corrective Actions

   Box has initiated the following corrective actions:

   • Improving deployment validation to ensure required environment-specific configuration blocks are present before release.
   • Adding end-to-end checks for shared-link resolution that run as part of pre-release and rollout verification.
   • Enhancing production monitoring and alerts for shared-link failures so regressions are detected and triaged faster.

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   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.