Is Box Down Right Now? Discover if there is an ongoing service outage.

Our team is investigating an issue with Box Notes. Users may see errors or slowness when attempting to utilize Box Notes. We will provide additional information as it becomes available.

We recently addressed issues affecting Box and 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 02:18 PM PT and 02:49 PM PT on May 21, 2025, users may have experienced difficulties while working in Box. During this time, Box services and APIs were temporarily unavailable. This was caused by a middleware service that was unable to discover our databases due to a change made in the tooling used to manage our database fleet. We were able to resolve the issue by rolling back the problematic change. In addition, we are improving our database management tool’s observability and rollout process to proactively detect and prevent similar issues from occurring in the future. ‌ **Analysis** As part of our routine patching process, we upgraded the tooling used to manage our database fleet. This upgrade was performed before certain prerequisite upgrades on a subset of critical databases. As a result, the updated tooling was incompatible with those databases, causing our middleware service to fail to discover them, leading to a service outage. The incident highlighted gaps in our database management tool’s upgrade sequencing, rollout validation, and rollback readiness as well as gaps in system observability needed for early detection and remediation of partial discovery failures, all areas we are actively addressing. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Improve patching upgrade rollout validation * Optimize our database management tool’s rollback procedures for faster recovery * Enhance system observability for early detection and remediation of partial discovery failures ‌ 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

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.

Our team has taken steps to remediate this issue and is seeing recovery in all metrics. We are continuing to monitor for any additional impact.

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

We are continuing to investigate this issue.

Our team is investigating an issue with multiple Box services. We will provide additional information as it becomes available.

On May 19, 2025 between 1:08 AM PT and 1:18 AM PT, some users may have experienced difficulties while working in Box. During this time, users may have seen intermittent errors when interacting with Box services. This issue was caused by a temporary failure in an underlying network component provided by one of our third-party service providers. The disruption was automatically resolved when the service provider mitigated the issue. Upon further analysis from our cloud provider, we’ve determined that this was an isolated incident with a very low probability of repeat. Our automation correctly caught the issue and triggered automatic recovery, limiting the impact duration to 10 min. 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

From approximately 01:08 AM to 01:18 AM US Pacific time, we observed an issue impacting Login, SSO, Uploads and Downloads. Our engineering teams 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.

We recently addressed issues affecting multiple Box services. 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 May 7, 2025 between 01:21 AM and 01:00 PM PT, some users may have experienced difficulties while working in Box, particularly when interacting with Box services. The issue occurred due to a code change that inadvertently increased the memory requirements in our database backend for certain queries. This issue triggered automated remediation tooling, however, it was unable to keep up with the consistently increasing load. This resulted in degraded availability for some of our services that perform write operations for a small subset of users. We were able to resolve the issue by rolling back the change once it was identified. We have implemented enhanced monitoring to quickly catch and mitigate similar issues in the future. ‌ **Analysis** ‌ The Search Team is actively working to reduce overall quicksearch latency for customers. Quicksearch is a fast search request executed in the Box Web Application by typing a query term \(without pressing Enter to continue to FullSearch\). As part of these efforts, the team implemented validation logic that inadvertently issued a large number of parallel queries against our databases, causing them to experience memory exhaustion. This issue was not caught in testing due to differences in our production data compared to test data. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Creating test datasets that reflect production data distribution. * Enforcing configuration of bounded execution pools for asynchronous processing, preventing future uncontrolled surges and improving system resilience. * Conducting a round of rollback exercises using standardized pipelines while ensuring rollback links are centrally accessible and reliable. * Improving logging and monitoring on database nodes and critical dependency traffic, to enable earlier detection of abnormal load patterns. ‌ 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

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

Our team has taken steps to remediate this issue and is seeing improvement for the impacted services. We are continuing to monitor for any additional impact.

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

We are continuing to investigate this issue and will provide updates as we have them.

We are continuing to investigate this issue and will provide updates as we have them.

We are continuing to investigate this issue and will provide updates as we have them.

We are continuing to investigate this issue. We will provide more information as soon as it is available.

We are continuing to investigate this issue.

After continued monitoring of the issue, we have determined that further action is necessary. We are moving to an active investigation to identify the root cause. We will provide more information as soon as it is available.

Our team has taken steps to remediate this issue and is seeing improvement for multiple services. We are continuing to monitor for any additional impact.

We are continuing to investigate this issue.

We are investigating an ongoing issue affecting multiple Box services. We will provide more information as soon as it is available.

We recently addressed issues affecting Box services. 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 1:48 am PST and 2:25 am PST on March 3, 2025, some users may have experienced difficulties while working in Box. During this time, a subset of users experienced slowness and intermittent errors with Notes, Public API, logins and uploads/downloads. The issue occurred as a result of a fragmented system table on a database cluster caused by increased traffic, which ultimately led to the database crashing. Our database remediation service attempted to resolve the issue but was unsuccessful due to the thread\_cache\_size setting being set too low. We were able to address the short-term problem by manually redirecting traffic to a healthy database node. To maintain medium-term stability of the database, the team rebuilt the cluster to eliminate the fragmented table. Additionally, we will be splitting the database cluster into smaller databases to prevent future overloads and improving our database remediation service to better handle this type of case. ‌ **Analysis** The database cluster at issue experienced gradual performance degradation before the issue became apparent. This degradation was caused by the growing fragmented system table due to growing database size and traffic. However, this degradation went unnoticed because the existing alerting system did not flag any problems. ‌ In addition, the auto remediation system was unsuccessful because it hit a case where two database configurations were incompatible. Specifically, the max\_connections setting was increased without adjusting the thread\_cache\_size, resulting in frequent thread cache misses and preventing the failover procedure from having the resources needed to succeed. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Rebuilding the database cluster to eliminate the table fragmentation and prevent medium-term performance degradation * Adding metrics and alerting for table fragmentation to proactively monitor issues * Adjusting database configurations such that thread\_cache\_size dynamically adjusts with the max\_connections database configuration settings * Improving database remediation process by adjusting timeouts to accommodate large database clusters * Accelerating the database split process to quickly divide large clusters, reducing traffic overload and improving routine maintenance success ‌ 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

Between 8:44 - 8:56 PM PT on March 3rd 2025, some users may have experienced difficulties using All Files page and Public API. No further impact has been observed and we are considering this issue to be resolved. If you are still experiencing any issues, please let us know at https://support.box.com.

_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 May 15, 2025 12:19 AM PDT and May 16, 2025 5:45 AM PDT, some users may have seen an incorrect error message when attempting to sign up for a free account. During this time, some users were presented with a message incorrectly indicating a payment processing issue during the signup process. The issue occurred as a result of a recent code change. We were able to resolve the issue by updating the message to one that no longer incorrectly identified the issue as being related to payment. 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

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

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

Our team is investigating an issue with Billing. Users attempting to process payment on their Box account could receive error messages. We will provide additional information as it becomes available.

Our team is investigating an issue with Billing. Users attempting to process payment on their Box account could receive error messages. We will provide additional information as it becomes available.

Our team is investigating an issue with Billing. Users attempting to process payment on their Box account could receive error messages. We will provide additional information as it becomes available.

Our team is investigating an issue with Billing. Users attempting to process payment on their Box account could receive error messages. We will provide additional information as it becomes available.

_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 May 14, 2025 at 9:32 PM PDT and May 15, 2025 at 04:04 AM PDT, some users may have experienced difficulties while working in Box. During this time, some users were encountering an error when attempting to open PowerPoint files via Box for Office Online. The issue occurred as a result of a recent Microsoft Office update. We were able to resolve the issue by working closely with Microsoft to diagnose and remediate the issue and restore service. In addition, we are working to enhance monitoring and alerting, and also improve escalation channels with Microsoft to decrease any possible downtimes caused by such issues and prevent similar issues from occurring in the future. 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

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

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

Our team has taken steps to remediate this issue and is seeing improvement for MS Office Online service. We are continuing to monitor for any additional impact.

We are continuing to investigate, and have raised this with Microsoft to ensure the swiftest resolution. Further information will be provided when available.

Our team is investigating an issue with MS Office Online, specifically on Powerpoint files. Users may see errors while opening Powerpoint files with MS Office Online. We will provide additional information as it becomes available.

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

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

Our team has taken steps to remediate this issue and is seeing improvement for MS Office Online service. We are continuing to monitor for any additional impact.

We are continuing to investigate, and have raised this with Microsoft to ensure the swiftest resolution. Further information will be provided when available.

Our team is investigating an issue with MS Office Online, specifically on Powerpoint files. Users may see errors while opening Powerpoint files with MS Office Online. We will provide additional information as it becomes available.

_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 May 19, 2025 between 05:00 PM and 6:30 PM PST, some users may have experienced difficulties while using Box AI. During this time, users saw errors using Box AI in Notes, Preview and Hubs and were unable to receive query results. The issue occurred due to a code change in one of our Box AI services. We were able to resolve the issue by rolling back the faulty release. We are working to determine the root cause of the errors to prevent similar issues from occurring in the future. 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

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

A fix has been implemented and we are monitoring the results.

We are investigating an ongoing issue affecting Box AI. Users may experience latency while using Box AI. We will provide more information as soon as it is available.

We recently addressed issues affecting Box services. 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 1:48 am PST and 2:25 am PST on March 3, 2025, some users may have experienced difficulties while working in Box. During this time, a subset of users experienced slowness and intermittent errors with Notes, Public API, logins and uploads/downloads. The issue occurred as a result of a fragmented system table on a database cluster caused by increased traffic, which ultimately led to the database crashing. Our database remediation service attempted to resolve the issue but was unsuccessful due to the thread\_cache\_size setting being set too low. We were able to address the short-term problem by manually redirecting traffic to a healthy database node. To maintain medium-term stability of the database, the team rebuilt the cluster to eliminate the fragmented table. Additionally, we will be splitting the database cluster into smaller databases to prevent future overloads and improving our database remediation service to better handle this type of case. ‌ **Analysis** The database cluster at issue experienced gradual performance degradation before the issue became apparent. This degradation was caused by the growing fragmented system table due to growing database size and traffic. However, this degradation went unnoticed because the existing alerting system did not flag any problems. ‌ In addition, the autoremediation system was unsuccessful because it hit a case where two database configurations were incompatible. Specifically, the max\_connections setting was increased without adjusting the thread\_cache\_size, resulting in frequent thread cache misses and preventing the failover procedure from having the resources needed to succeed. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Rebuilding the database cluster to eliminate the table fragmentation and prevent medium-term performance degradation * Adding metrics and alerting for table fragmentation to proactively monitor issues * Adjusting database configurations such that thread\_cache\_size dynamically adjusts with the max\_connections database configuration settings * Improving database remediation process by adjusting timeouts to accommodate large database clusters * Accelerating the database split process to quickly divide large clusters, reducing traffic overload and improving routine maintenance success ‌ 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

No additional impact has been observed and this issue is considered fully resolved. If you are still experiencing any issues, please contact us via https://support.box.com.

We have taken action to remediate this incident and are no longer seeing the issue occurring. We are continuing monitoring to ensure there is no additional impact.

We are currently investigating an issue where some users may be unable to view their All Files and API pages. We will provide additional information as it becomes available.

We are continuing to investigate this issue.

Our team is investigating an issue with multiple Box services. We will provide additional information as it becomes available.

Our team is investigating an issue with multiple Box services. We will provide additional information as it becomes available.

We are investigating an ongoing issue affecting Box AI. Users may experience latency while using Box AI. We will provide more information as soon as it is available.

From approximately 01:08 AM to 01:18 AM US Pacific time, we observed an issue impacting Login, SSO, Uploads and Downloads. Our engineering teams 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.

**Incident Summary** Between April 29, 2025 at 2:28 PM and April 29, 5:25 PM PT, some Relay users may have experienced delays in workflow execution. **Analysis** During this period, the system experienced unusually high system load, resulting in a temporary bottleneck that delayed workflow execution for a subset of users. The root cause was identified as suboptimal resource allocation within the shared compute environment that powers Relay workflow executions. **Corrective Actions** Box has initiated the following corrective actions: 1. Enhancement of internal tools to rebalance resource allocation. 2. Planned architectural improvements to isolate high-volume customer activity and protect overall system performance. We are continuously working to improve Box and want to make sure we are delivering the best product and user experience possible. We hope this has provided some clarity, and we are happy to answer any further questions you may have. Sincerely, The Box Team

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.

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

On 29th of April 2025 at approximately 2:36PM PST, we started investigating an ongoing issue affecting Box Relay. We will provide more information as soon as it is available.

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

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

Our team is investigating an issue with Billing. Users attempting to process payment on their Box account could receive error messages. We will provide additional information as it becomes available.

Our team is investigating an issue with Billing. Users attempting to process payment on their Box account could receive error messages. We will provide additional information as it becomes available.

Our team is investigating an issue with Billing. Users attempting to process payment on their Box account could receive error messages. We will provide additional information as it becomes available.

Our team is investigating an issue with Billing. Users attempting to process payment on their Box account could receive error messages. We will provide additional information as it becomes available.

Our team is investigating an issue with Billing. Users attempting to process payment on their Box account could receive error messages. We will provide additional information as it becomes available.

Our team is investigating an issue with Billing. Users attempting to process payment on their Box account could receive error messages. We will provide additional information as it becomes available.

Our team is investigating an issue with Billing. Users attempting to process payment on their Box account could receive error messages. We will provide additional information as it becomes available.

Our team is investigating an issue with MS Office Online, especially on Powerpoint files. Users may see errors while opening Powerpoint files with MS Office Online. We will provide additional information as it becomes available.

We previously addressed an issue that impacted a small percentage of users utilizing multi-factor authentication \(MFA\) while logging into Box and accessing the Box API. We would like to take this opportunity to explain the issue and the steps we have taken to prevent similar occurrences in the future. ## **Incident Summary** On February 14, 2024, between 11:00 AM PST and 11:32 AM PST, some users may have experienced difficulties logging into Box and using the Box API when MFA was required. This issue was caused by a temporary failure in an underlying network component provided by one of our third-party service providers. The disruption was automatically resolved when the service provider mitigated the issue. ## **Analysis** The issue originated from a temporary failure within a regional infrastructure component of our service provider, which supports functions such as request handling, load balancing, and metadata storage. This system is designed to dynamically scale and adjust compute capacity in response to demand fluctuations. However, an unexpected spike in demand exceeded its ability to provision additional resources quickly, leading to increased latency and service errors across multiple services in the affected region. ‌ As a result, authentication requests for MFA users on Box were impacted until the service provider was able to isolate and mitigate the issue. ## **Corrective Actions** To further enhance the resilience of our authentication services, we have implemented the following measures: * Improved alerting for load balancers to detect and respond to service degradations more effectively. * Assessment and implementation of direct fallback application profiles to minimize disruptions in the event of similar network-related failures. ‌ We remain committed to delivering a reliable and secure experience for all Box users. We appreciate your patience and understanding and are happy to answer any further questions regarding this matter. ‌ Sincerely, ‌ The Box Team

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

Our team has taken steps to remediate this issue and the login service should be returning to full functionality. We are continuing to monitor for any additional impact.

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

Our team is investigating an issue with Logins within Box. Users attempting to log in to Box may see errors or timeouts. We will provide additional information as it becomes available.

We are continuing to investigate this issue.

We are investigating an ongoing issue affecting multiple Box services. We will provide more information as soon as it is available.

We are investigating an ongoing issue affecting multiple Box services. We will provide more information as soon as it is available.

Our team is investigating an issue with the login page. Users may see errors or slowness when attempting to access to Box. We will provide additional information as it becomes available.

On 29th of April 2025 at approximately 2:36PM PST, we started investigating an ongoing issue affecting Box Relay. We will provide more information as soon as it is available.

_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 April 13, 2025 between 4:29PM and 7:14PM PDT, some users may have experienced difficulties while working in Box. During this time, users may have experienced slowness or occasional errors when interacting with some features in the Box webapp or public API, including Logins, Uploads/Downloads, and Notes. The issue occurred when multiple instances of our relational data access service in a single availability zone started to experience higher-than-expected latencies. We were able to resolve the issue by performing a rolling restart of the affected instances, which removed the additional latencies. In addition, we are actively investigating the cause of the additional latencies to prevent similar issues from occurring in the future as well as improving the rolling restart execution time to decrease remediation time if a similar issue occurs again.  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

This incident has been resolved.

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

A fix has been implemented and we are monitoring the results.

We are continuing to work on a fix for this issue.

The issue has been identified and a fix is being implemented.

We are investigating an ongoing issue affecting the Box API, uploads, downloads, logins, and Box Notes. We will provide more information as soon as it is available.

We recently addressed issues affecting several features across Box, including Logins, Uploads/Downloads, and Notes. 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 between 3:06 AM and 4:35 AM PDT on March 19, 2025, some users may have experienced difficulties while working in Box. During this time, users may have experienced slowness or occasional errors when interacting with several major features in the Box platform. The issue occurred due to a latent issue that inadvertently caused several caching instances to restart in an unhealthy state while serving traffic. We were able to resolve the issue by temporarily routing traffic away from impacted caching instances until they were manually restored by on-call engineers. In addition, we addressed the underlying code issue that triggered the server restarts and will provide additional controls to prevent similar issues from occurring in the future.  ‌ **Analysis** At 3:05 AM PDT, the service responsible for management of our caching clusters became unreachable due a latent code bug in its leader election process. Health checks on individual caching VMs misinterpreted the connectivity issue to this central service as a problem with the caching instances themselves. This incorrectly prompted them to restart in an attempt to remediate the issue but instead prompted them to reject live traffic. The upstream data access service, which depends on these caches, in turn was forced to route additional traffic to our databases, resulting in increased latency and potential timeouts. In this case, the impacted caching instances were contained to a single GCP availability zone. We eventually remediated this issue by using newly-developed tooling to divert all Box traffic from the degraded zone until the affected caching instances were manually restored by on-call engineers. However, this went unnoticed during the initial investigation as engineers pursued remediating the problems within the caching tier, which increased time to remediation. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Changing the underlying behavior that led to improperly triggering VM recreation and adding additional controls to ensure successful initialization. * Implementing changes to ensure that leader election for this management service guarantees that a healthy server is discoverable. * Adding observability to diagnose failures contained to a single AZ and improve processes to more quickly employ a zonal drain. ‌ 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

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

Our team is still monitoring the issue and is seeing improvement for authentication and accessing to the All Files page. We are continuing to monitor for any additional impact.

We are continuing to investigate this issue.

Our team is investigating an issue with the login page, authentication, and All files page. Users may see errors or slowness when attempting to access to Box. We will provide additional information as it becomes available.

We recently addressed issues affecting Box Zones Germany and Box Zones France. 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 9:04am and 10:32am PDT on March 21, 2025, some Box Zones users in Germany and France may have experienced difficulties while working in Box. During this time, some servers became unresponsive, causing connections to time out for some users in these Box Zones regions. The issue occurred due to a configuration change made as part of a software upgrade, which resulted in some servers losing memory. We were able to resolve the issue by temporarily redirecting some processing activity until the configuration change was fixed. Throughout the duration of the incident, all content continued to be stored in the correct Zones region. We are also implementing additional monitoring and alerting to catch this type of issue sooner to prevent similar issues from occurring in the future.  ‌ **Analysis** The issue occurred due to a configuration change which was made as part of upgrading some software to use the latest Long Term Supported \(LTS\) version of Java. The change inadvertently resulted in some servers running out of Java heap memory. We were able to resolve the issue by temporarily processing some European customer traffic using servers in the US until the European servers were back to normal. At no time during the issue was content moved or stored in a different region than the appropriate Box Zones region. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Additional monitoring and alerting is being put into place to catch this type of issue sooner to prevent similar issues from occurring in the future.  * We are making improvements to reduce the amount of time taken to switch to alternative servers for processing in these and similar issues. ‌ 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

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

Our team has taken steps to remediate this issue and is seeing improvement for uploads and downloads. We are continuing to monitor for any additional impact.

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are investigating an ongoing issue affecting uploads and downloads. We will provide more information as soon as it is available.

We recently addressed issues affecting the Box For Office Integration. We would like to take the opportunity to further explain these issues and the steps taken to keep them from happening again. Between 01:39 AM PT and 05:19 AM PT on March 12, 2025, some users may have experienced difficulties while working in Box. During this time, Box customers were unable to open or edit Microsoft Office files via Office Online. The issue occurred as a result of network connectivity issues with Microsoft's services. We were able to resolve the issue by restoring the network connectivity with our partner. In addition, we are working on making the Box For Office Integration more resilient to prevent similar problems in the future. ‌ **Analysis** The Box For Office Integration enhances communication with Microsoft servers, enabling Office Online functionalities for files hosted in Box. This communication occurs through the Web Application Open Platform Interface \(WOPI\) protocol. Most WOPI operations require a process called WOPI discovery. During this phase, a WOPI host \(like Box\), identifies how to perform specific actions within the WOPI protocol. In this case, it is performed by retrieving a discovery XML file from Microsoft's Discovery Endpoint. This file contains essential information about the URLs needed for these actions and the keys required for validating signatures on each WOPI command. The file is then cached for a set period. Before the outage that caused this issue, one of the discovery endpoints in Office Online faced significant slowdowns and longer response times than usual. At the same time, Box's cache expired, which prevented us from managing WOPI operations effectively. As a result, users may have experienced session terminations and disruption of the integration between the two services. ‌ **Corrective Actions** Box has initiated the following corrective actions: * The cache time-to-live for the discovery file will be increased to minimize Box's exposure to potential failures in reaching the discovery endpoint. * The discovery file will be periodically refreshed by a dedicated process. This approach aims to offload the operational endpoint, thereby minimizing its exposure to potential issues during periods of degradation. * The operations timeout will be reduced to enhance overall performance. ‌ 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

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

Our team has taken steps to remediate this issue and is seeing improvement for MS Office Online service. We are continuing to monitor for any additional impact.

Our team has identified the underlying cause of this issue with MS Office Online. The problem is located at Microsoft only. We are working with them to resolve it as quickly as possible. We will provide additional information as it becomes available.

Our team has identified the underlying cause of this issue with MS Office Online. The problem is located at Microsoft only. We are working with them to resolve it as quickly as possible. We will provide additional information as it becomes available.

Our team has identified the underlying cause of this issue with MS Office Online. The problem is located at Microsoft only. We are working with them to resolve it as quickly as possible. We will provide additional information as it becomes available.

Our team is investigating an issue with MS Office Online. Users may see errors or slowness when attempting to open MS Office files through MS Office Online. We will provide additional information as it becomes available.

Our team is investigating an issue with MS Office Online. Users may see errors or slowness when attempting to open MS Office files through MS Office Online. We will provide additional information as it becomes available.

We are investigating an ongoing issue affecting the Box API, uploads, downloads, logins, and Box Notes. We will provide more information as soon as it is available.

_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 March 25, 2025 between 08:44 AM PDT and 09:44 AM PDT a small number of users may have experienced delays or errors when starting new Shuttle jobs. During this time, a datastore used by Shuttle experienced elevated latency, which had a temporary adverse affect on a subset of active Shuttle accounts. We were able to resolve the issue by reducing the load on this datastore. 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

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

Our team has taken steps to remediate this issue and is seeing improvement for Box Shuttle service. We are seeing most new Shuttle jobs creating now without issue. We are continuing to monitor for any additional impact.

We are investigating an issue affecting new job creations via the Box Shuttle service. The issue began at approximately 6am PST. We will provide more information as soon as it is available.

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

Our team is still monitoring the issue and is seeing improvement for authentication and accessing to the All Files page. We are continuing to monitor for any additional impact.

We are continuing to investigate this issue.

Our team is investigating an issue with the login page, authentication, and All files page. Users may see errors or slowness when attempting to access to Box. We will provide additional information as it becomes available.

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

Our team is still monitoring the issue and is seeing improvement for authentication and accessing to the All Files page. We are continuing to monitor for any additional impact.

We are continuing to investigate this issue.

Our team is investigating an issue with the login page, authentication, and All files page. Users may see errors or slowness when attempting to access to Box. We will provide additional information as it becomes available.

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

Our team has taken steps to remediate this issue and is seeing improvement for uploads and downloads. We are continuing to monitor for any additional impact.

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are investigating an ongoing issue affecting uploads and downloads. We will provide more information as soon as it is available.

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

Our team has taken steps to remediate this issue and is seeing improvement for Box Shuttle service. We are seeing most new Shuttle jobs creating now without issue. We are continuing to monitor for any additional impact.

We are investigating an issue affecting new job creations via the Box Shuttle service. The issue began at approximately 6am PST. We will provide more information as soon as it is available.

We recently addressed issues affecting Box services. 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 February 6, 2025, between 5:00 PM PST and 7:00 PM PST, Box conducted a planned zonal resilience test as part of ongoing efforts to enhance system reliability. During the test, all traffic from one active service zone was diverted to other healthy zones. As a result, some users may have experienced slowness, login failures, or other difficulties while using Box. The impact lasted until 7:04 PM PST, extending four minutes beyond the planned maintenance window. During the test, some backend services experienced temporary overloading, making the impact more severe than anticipated. We mitigated the issue by redistributing traffic across all active zones. ‌ **Analysis** During a planned zonal resilience test, all traffic from one active service zone was diverted to other zones. However, one zone unexpectedly experienced a disproportionate increase in traffic compared to the others. While the backend services in that zone generally had enough capacity to handle the load, a cache instance became overloaded due to a key that was accessed significantly more than others. This overload triggered a ripple effect, impacting database health, which in turn caused requests to pile up at the Edge layer, ultimately leading to request rejections. During the test, we successfully identified and root-caused the issue, mitigating it by ending the test and redistributing traffic more evenly across all active zones. The issue revealed the following areas of improvements: * Insufficient monitoring for single-instance failures during resilience testing. * Uneven traffic distribution among zones, leading to localized overload. * Lack of mechanisms to detect and prevent key issues from overloading cache instances. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Enhancing zonal resilience mechanics to ensure more balanced traffic distribution during a zonal failure. * Improving monitoring to detect single-instance failures more effectively during resilience testing. * Optimizing cache access patterns to prevent key issues from overloading cache instances. ‌ 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

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

A fix has been implemented and we are monitoring the results. All services were impacted due to the Scheduled Resiliency Test Maintenance. Users may have experienced the sidebar not loading on the Box web application which was also anticipated as an impacted service, though occurred outside of the test maintenance window.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are investigating an ongoing issue affecting multiple Box services. We will provide more information as soon as it is available.

We recently addressed issues affecting Box public APIs, Shared Links and Box Notes. 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 11:18 AM and 12:15 PM PST on Feb 19th, 2025, some users may have experienced difficulties while working in Box. During this period, there was a noticeable degradation in the following services: Public API, Login, Box Sign, Shared Links, and Notes. Due to a gap in the procedure related to the management of application authentication keys, this led to a deletion of keysets that were mistakenly believed to be no longer necessary. The impact of this was detected through a drop in Box’s User Availability metrics at 11:15am PST and by 11:52am PST. This drop was traced to the operation of the deletion of these keys. ‌ **Analysis** The deleted key is important for token-based authentication between the application and the database which stores security rules to validate Box upstream services. The deletion of this key caused the authentication failure of the application with the database and prohibited the application from executing properly. Additionally, after reviewing our protocol around customer awareness of issues, we realize that our timeliness goal for posting to our Status site was not met. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Migrate application authorization to a centralized authentication process / service. * Limit visibility of application account key read/write access on the administrator console. * Update necessary runbooks with correct procedures. * Review and streamline Status posting events to ensure timely and consistent communication. ‌ 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

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

All services should now be returned to full functionality. We are continuing to monitor for any additional impact.

All services should now be returned to full functionality. We are continuing to monitor for any additional impact.

Our team has taken steps to remediate this issue and is seeing improvement for Uploads/Downloads/API service. We are continuing to monitor for any additional impact.

Our team has taken steps to remediate this issue and is seeing improvement for Uploads/Downloads/API service. We are continuing to monitor for any additional impact.

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

Starting at approximately 11:20AM PST, customer may be seeing issues with Uploads/Downloads and slowness when accessing their All Files page. We are actively investigating this issue and will be providing updates as we work to resolve. Our team is investigating an issue with Uploads/Downloads/API errors when utilizing Box. Users may see errors or slowness when attempting to upload/download items to Box. We will provide additional information as it becomes available.

We are currently investigating this issue.

We recently addressed issues affecting logins, file uploads and downloads. 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 29, 2024, between 10:55 PM PDT and 11:33 PM PDT, some users may have experienced difficulties while working in Box. During this time, users may have experienced difficulties in performing login operations and file uploads/downloads. This issue occurred as a result of a recent software change in our ongoing effort to improve performance and stability. We were able to resolve the issue by increasing the scaling of a feature toggle management service. In addition, we are working to improve our release strategy to prevent similar issues from occurring in the future.  ‌ **Analysis** Before the incident, we had identified an issue with autoscaling of our feature toggle management service and prepared a change in four major applications. The change was inadvertently pushed simultaneously across all regions and instances. The simultaneous restarts of the applications caused a temporary slowdown in the affected applications ability to process all of the load in a timely manner resulting increased timeout errors across Box’s products. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Adjust release strategy for feature toggle management service to ensure a more gradual rollout * Investigate platform configuration to decrease application start-up time during release rollouts 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

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

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

Our team is investigating a slowness issue that could affect the Box Web application. Users may see slowness when attempting to upload items to Box. We will provide additional information as it becomes available.

Our team is investigating a slowness issue that could affect the Box Web application, Box Drive and API calls. Users may see slowness when attempting to upload items to Box. We will provide additional information as it becomes available.

We recently addressed issues affecting downloads, uploads, and Events API. 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 9:38am and 9:50am on June 25th, 2024, some users may have experienced difficulties while working in Box. During this time, users may have encountered issues uploading and downloading files as well as retrieving results from our events API. The issue occurred as a result of an unexpected upstream failure in our database infrastructure that did not recover automatically. We were able to resolve the issue by manually triggering a failover operation of the impacted database and verifying successful completion of transactions after failover. In addition, we identified and fixed a bug in our database remediation tools that prevented our automated failover process from completing quickly for this type of failure. We are constantly testing our automated failover processes and working to improve any shortcomings as they are identified to prevent similar issues from occurring in the future.  ‌ **Analysis** The issue occurred due to a failure in our database remediation service using a suboptimal upstream API to recreate failed database nodes under certain conditions. In order to ensure data integrity, our database remediation service paused further actions and escalated to our team to review the issue, at which point our engineers validated that a manual failover operation was the correct operation to restore service. Our team consulted with the upstream vendor to identify a methodology that would ensure the database remediation service would succeed for all classes of unexpected database node failures. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Implement fixes to database remediation service to always succeed at recreating failed database nodes during unexpected failures. * Increase retries in database remediation service when unexpected failures occur to ensure automated failover succeeds. 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

From approximately 9:38 AM to 9:53 AM PDT on June 25th 2024, some users may have experienced issues logging in to Box, accessing Box content, and using the Public API. Our team has taken action to remediate this behavior and is seeing recovery to affected services. No further impact has been observed and we are considering this issue to be resolved. If you are still experiencing any issues, please let us know at https://support.box.com.

We recently addressed issues affecting Box Logins and Webapp. 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 3:52pm PST and 5:10pm PST on January 15th, 2025, some users may have experienced difficulties while working in Box. During this time, some of the load balancers taking customer traffic suffered from memory exhaustion leading to users experiencing intermittent issues logging in to Box and connecting to the Box Webapp. The issue occurred due to a latent memory exhaustion problem in some of our public load balancer instances and was exacerbated by peak traffic levels. We were able to resolve the issue by performing a rolling restart of the affected instances and increasing the available load balancer instances to support peak traffic levels. In addition, we are working on improving our observability into the latent memory issues and previously unknown signals on these systems to prevent similar issues from occurring in the future.  **Analysis** Starting at 5:30am PST on January 15th, some external load balancer instances which are responsible for routing all customer traffic started to exhaust their shared memory allocation. This happened due to organic traffic growth and an increase in the number of backends to which the load balancers were proxying traffic. While the overall memory of these systems remained at an acceptable level throughout the incident window, the shared memory zone was not tracked as a separate metric; as a result, the team was not alerted to this resource exhaustion. As the day went on and traffic levels increased, at 3:52pm PST these instances started to experience intermittent problems passing traffic to their backends, which led to customers experiencing intermittent errors or slowdowns when accessing Box, \(including logins as well as the Webapp\). Once the problem was identified during the investigation, we performed a rolling restart of the affected load balancer instances and increased the number of available instances. As a result of these efforts, overall site health was immediately improved and was considered recovered at 5:10pm PST. **Corrective Actions** Box has initiated the following corrective actions: * Improving our tracking and alerting on shared memory zone utilization \[DONE\] * Improving external test coverage as well as internal SLO baselines * Automating process for rolling reloads or restarts across the load balancing fleet 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

After further monitoring, this incident is now considered resolved. Uploads, downloads, and logins have been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

A fix has been implemented and services have recovered. We are monitoring the results.

We are investigating an ongoing issue affecting uploads, downloads and logins. We will provide more information as soon as it is available.

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. ‌ ‌ We recently addressed issues affecting the Box for Salesforce and Box for NetSuite integrations. 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 2:28 AM PT and 8:42 AM PT on Thursday, November 21, 2024, some users may have experienced difficulties while using Box for Salesforce or Box for NetSuite integrations. During this time, a small subset of customers were unable to use Box Embed Widget components in some of their Box for Salesforce integrations and, to a lesser extent, the Box for NetSuite v1 integration. The issue occurred as a result of a recent code change released to some enterprises in our ongoing effort to improve performance and stability. We were able to resolve the issue by rolling back this change**.** In addition, we are working to improve our testing processes to prevent similar issues from occurring in the future.  ‌ **Analysis** ‌ We are working on refactoring and modernizing the Box Embed codebase. As part of this process we released updated code to a small percentage of client enterprises. After the release, it was discovered that some components of our Salesforce Integration \(Box Lightning Components\) and an older version of our Oracle NetSuite Integration \(V1\) were using endpoints that were not compatible with this update. Given that the code was only released to a subset of users and only some of them were using these specific integrations, it took some time before the issue could be detected and resolved. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Working on improved monitoring for the services affected. * Working on updates to legacy endpoints affected by the code change. * Improved testing procedures for Box Embed releases and the services affected. ‌ 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

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

From approximately 5:30 to 7:50 am PT, the Box Embed in integrations did not load for some customers. A fix has been implemented and we are monitoring the results.

_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 December 10, 2024 between 4:01PM PST and 4:26PM PST, some users may have experienced difficulties while working in Box. During this time, some customers might have experienced issues loading Admin Console. The issue occurred due to mismatch in React framework versions on different Box applications. We were able to resolve the issue by reverting the code change. In addition, we are updating our monitoring dashboards to include more alerts for such an edge case to prevent similar issues from occurring in the future.  ‌ 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

Between 4:01PM and 4:26PM on 12/10/24, we experienced an issue with the Box Admin Console. During this time, users may have experienced an issue with the Admin Console failing to load.

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

A fix has been deployed and we are monitoring the results.

We are investigating an ongoing issue affecting the Shared Link report generating without content. We will provide more information as soon as it is available.

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

Our team has taken steps to remediate this issue and is seeing improvement on Box Notes service. We are continuing to monitor for any additional impact.

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

Our team is investigating an issue with Box Notes. Users may see errors or slowness when attempting to create or edit Box Notes. We will provide additional information as it becomes available.

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 November 14, 2024, between 3:02 AM PST and 9:37 AM PST, some users may have encountered difficulties while using Box. During this time, logged out users could not access files in Preview via public shared folder on web app. The issue occurred as a result of a recent code change in our ongoing effort to improve performance and stability. We were able to resolve the issue by rolling back the code change. In addition, we are working to improve our testing and alerting to prevent similar issues from occurring in the future.  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

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

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

We are continuing to investigate this issue.

Our team is currently investigating an issue with the public shared links, where users are being redirected to a login prompt. We will provide additional information as it becomes available.

_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 November 5, 2024 at 12:00 AM PDT and November 7, 2024 at 10:00 PM PDT, some users may have experienced difficulties while working in Box. During this time, some users encountered an error when attempting to open PowerPoint files with Box For Office Online. The issue occurred as a result of a recent Microsoft Office update that was being gradually rolled out to users by Microsoft. We were able to resolve the issue by working closely with Microsoft to identify the cause of the issue; once Microsoft’s engineering team reverted the update, our service was restored. In addition, we are working to enhance monitoring and escalation channels with Microsoft to prevent similar issues from occurring in the future.  ‌ 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

After further monitoring, this incident is now considered resolved. You should now be able to open PowerPoint files with Box For Office Online. If you continue to experience any issues, please contact Box Support at https://support.box.com.

We are working urgently with Microsoft on this incident and awaiting remediation steps. We will provide additional updates as they become available and appreciate your patience while this is addressed.

We are working urgently with Microsoft on this incident and awaiting remediation steps. We will provide additional updates as they become available and appreciate your patience while this is addressed.

We are working urgently with Microsoft on this incident and awaiting remediation steps. We will provide additional updates as they become available and appreciate your patience while this is addressed.

We are continuing to investigate, and have raised this with Microsoft to ensure the swiftest resolution. Further information will be provided when available.

Our team is investigating an issue with opening PowerPoint files in Box for Office Online. Users may see an error when attempting to open PowerPoint files. We will provide additional information as it becomes available.

We recently addressed issues affecting Relay workflows. 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 July 21, 2024, 3:00 PM PT and July 22, 2024, 2:00 AM PT, some users may have observed that some Relay workflows were delayed. **Analysis** Relay workflows are executed on a shared pool of compute resources. This issue occurred because the system was under unusually high load, which delayed the execution of some workflows. We were able to resolve the issue by rebalancing resources across outstanding workflows. We are currently enhancing our monitoring and notification systems to ensure that engineers receive timely alerts about resource allocation issues. Additionally, we are focusing on improving our tools for rebalancing resources in order to proactively prevent similar issues from happening again in the future. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Automatic recognition of workflow causing peak load and optimizing resource utilization. * Reducing time to action by improving engineering troubleshooting steps to diagnose and detect resource allocation issues that cause delays. * Improve internal tooling to allow quicker intervention for on-support specialists. ‌ 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

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.

Box continues remediation efforts to restore full functionality to Box Relay. The underlying cause of the issue has been identified and efforts are underway to restore functionality. Users of this service may continue to notice issues with relay workflows triggering while remediation is in process.

Box continues to investigate reports of issues with Relay Workflows not firing/processing. Impacted services include Box Relay. Users of this service may experience Box Relay workflows coming to a stop or not triggering. We are diligently working on this. Thank you for your patience.

Our team are still investigating an issue regarding Box Relay. Users may observe delays in their Box Relay workflows. We will provide additional information as it becomes available.

We recently addressed issues affecting All Files and Search. 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 October 10, 2024 1:34am and October, 10 2024 7:45pm PST, some users may have experienced difficulties while working in Box. During this time, some users might have noticed latencies accessing All Files and Search. The issue occurred because of an unusual sequence of customer activity that caused load on multiple backend systems. We were able to resolve the issue by increasing capacity of the impacted internal applications. In addition, we have improved our monitoring processes and implemented new monitors to prevent similar issues from occurring in the future. ‌ **Analysis** Starting October 10 2024 1:34am PST, an unusual sequence of customer activity occurred that put load on multiple backend systems and hence resulting in the degradation. Various applications were scaled up in the process to support the increased load. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Scaled up various applications to support the increased load. * Evaluate changes required to prevent this from happening again. ‌ 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

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

Our team has taken steps to remediate this issue and is seeing improvement in the affected services of SSO Login, Search and All Files page accessibility. The services should be returned to full functionality now. We are continuing to monitor for any additional impact.

Our team has identified an issue where customers may have noticed performance issues while logging in via SSO and accessing the All Files page and utilising the Search between 01:07 to 01:40 PDT. The affected services are now functional. We are currently investigating what triggered this. We will provide additional updates as they become available.

We recently addressed issues affecting API Calls. 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 5:26 PM PDT on October 2, 2024 and 12:50 AM PDT on October 3, 2024, some users may have experienced difficulties while working in Box. During this time, some users may have intermittently experienced “Service Unavailable” errors when using Box. ‌ **Analysis** The issue occurred as a result of a single system's degradation that had a disproportionate downstream impact on Box's ability to process all API requests. ‌ **Corrective Actions** We were able to resolve the issue by reinstantiating the unhealthy system. In addition, Box will work to proactively identify degraded systems before they cause impact to prevent similar issues from occurring in the future.  ‌ 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

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

Our team is investigating an issue on API calls. Users might observe some 503 status while running API calls. We will provide additional information as it becomes available.

Our team is investigating an issue on API calls. Users might observe some 503 status while running API calls. We will provide additional information as it becomes available.

Our team is investigating an issue on API calls. Users might observe some 503 status while running API calls. We will provide additional information as it becomes available.

Our team is investigating an issue on API calls. Users might observe some 503 status while running API calls. We will provide additional information as it becomes available.

We recently addressed issues affecting Search. 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 October 16, 2024 at 10:38 AM PST and October 18, 2024 at 6:08 AM PST, some users may have experienced difficulties while working in Box. During this time, a small subset of users’ search requests returned zero or incomplete results. ‌ **Analysis** This issue was caused by an invalid configuration change, made as part of our effort to continuously improve search relevance. ‌ **Corrective Actions** We were able to resolve the issue by fixing this invalid configuration. In addition, we are tuning our observability to detect similar issues faster, and to prevent them from occurring in the future.  ‌ 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

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

Our team is investigating an issue with the Search feature. Some customers may have issues to get Search results on the WebApp or while running API calls. We will provide additional information as it becomes available.

We recently addressed issues affecting Box Drive and Box Sync. 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 5 September 2024 02:33 and 7 September 2024 01:31 PST, some users may have experienced difficulties while working in Box. During this time, Box Drive & Box Sync were slow in recognizing that documents had been updated by other users and a new copy was needed. The issue occurred because a new software release introduced unexpected latency in a processing pipeline used in propagating update notifications. We were able to resolve the issue by reverting the software update, fixing the problem and redeploying. In addition, we have improved our monitoring processes and implemented new monitors to prevent similar issues from occurring in the future. ‌ **Analysis** Starting 5 September 2024 02:00 \(PST\) a software component was deployed that was not properly configured with enough threads. As a result, throughput of a processing pipeline started to slow and a queue of requests started to build. The queue was noticed and the responsible component reverted by 6 Sept 2024 12:00 \(PST\), but it took until 7 Sept 2024 01:31 \(PST\) for the backlog of requests to clear. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Implement monitors on notification queue size * Implement throughput monitors on downstream components ‌ 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

Our teams have validated that all affected services are recovered at this time. No additional impact has been observed and this incident is now considered Resolved. Please contact Box Support at https://support.box.com if you experience any additional issues.

Box Engineering has remediated the underlying issues behind the delayed events. Until the backlog of events is cleared, Box Drive/Box Sync users will continue to see delays for synchronizing changes from the Box Web Application to the Desktop.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are investigating latency with syncing from the Box Web Application to Box Applications: Box Drive, Box Sync Some Users may see delayed updates synchronizing items from the Box Web App to Box Drive/Box Sync desktop clients.

We recently addressed issues affecting Box KeySafe. 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 Thursday, August 29, 2024, between 1:48am and 3:38am PDT, some users may have experienced difficulties while working in Box. During this time, some Box KeySafe customers experienced difficulty uploading new content to Box, as well as downloading content. Additionally, some customers encountered issues with Microsoft office co-authoring feature. The incident began due to a network connectivity issue within our cloud vendor that impacted Identity and Access Management \(IAM\) and access to Key Management Service \(KMS\). This caused a backup in requests to some of the Box services involved with Microsoft Co-Authoring. We were able to resolve the issue once normal operation with our cloud vendor was restored. In addition to implementing the recommended customer actions from the vendor-provided RCA, we're also working to enhance the resiliency of our system in related areas and improve visibility through health checks to detect and prevent similar issues from occurring in the future.  ‌ **Analysis** A cloud vendor network incident disrupted Box's communication with Key Management Service \(KMS\) instances, affecting upload and download operations for KeySafe customers. This triggered a cascading effect, as requests accumulated on a backend service involved in Microsoft Office co-authoring. The increased workload on this service's Istio-proxy container led to memory and CPU spikes, causing DNS resolution errors and latency issues. These problems further hampered Microsoft Office co-authoring requests, creating a cycle of retries and failures. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Using regional STS endpoints as recommended by our cloud vendor’s RCA of this issue. * Implementing additional health checks for the impacted backend service. * Enhancing connection handling of the impacted backed service to prevent excessive queueing. 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

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

Our team has taken steps to remediate this issue and is seeing improvement on Upload and Download services. We are continuing to monitor for any additional impact.

Our team is investigating an issue with Uploads, Downloads, API, Box Notes. Users may see errors or slowness when attempting to upload items to Box or download items. We will provide additional information as it becomes available.

Our team is investigating an issue with Uploads, Downloads, API, Box Notes. Users may see errors or slowness when attempting to upload items to Box or download items. We will provide additional information as it becomes available.

Our team is investigating an issue with Uploads and Downloads in the Box Web Application and Box Drive. Users may see errors or slowness when attempting to upload items to Box or download items. We will provide additional information as it becomes available.

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.

We have resolved the issue impacting Collections, AI and Notes. We are continuing to monitor to ensure no further impact is observed

The issue has been identified and a fix is being implemented.

We are investigating an ongoing issue affecting Collections, AI and Notes. We will provide more information as soon as it is available.

We recently addressed issues affecting Search. 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 12:13 AM and 2:55 AM PDT on June 14, 2024 and between 8:04 AM and 10:44 AM PDT on June 17, 2024, some users may have experienced slow or failed Search queries while working in Box. The issue occurred due to a change in a query pattern coming into the system that caused increased load on the search backend. We were able to resolve the issue by adding additional capacity to the search backends. In addition, we are working on updating our resource allocation to prevent load on a few search backend nodes from affecting other nodes. ‌ **Analysis** On June 14, some search nodes received a change in a query pattern that caused high load. This led to increased query latency and query failures, which eventually impacted users of Search. We were able to add more query nodes to handle the higher load. On June 17, the query pattern re-occurred with increased volume. In the second occurrence, we were able to again address the increased volume with additional capacity. We are reconfiguring resource allocation in the search backend nodes to better handle changes to query patterns. In addition, we’re working on solutions to prevent added load on a few nodes from cascading. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Increase resources/right size clusters * Optimize resource utilization to better handle the new query pattern * Isolate search nodes to ensure better quality of service to all users * Decrease the amount of time it takes to add new resources ‌ 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

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

Our team has taken steps to remediate this issue and is seeing improvement for the Serch feature. We are continuing to monitor for any additional impact.

We are still investigating an issue with the Search feature. Users may see errors or slowness when attempting to search for content on Box. We will provide additional information as it becomes available.

Our team is investigating an issue with the Search feature. Users may see errors or slowness when attempting to search for content on Box. We will provide additional information as it becomes available.

Our team is investigating an issue with the Search feature. Users may see errors or slowness when attempting to search for content on Box. We will provide additional information as it becomes available.

We recently addressed issues affecting Search. 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 12:13 AM and 2:55 AM PDT on June 14, 2024 and between 8:04 AM and 10:44 AM PDT on June 17, 2024, some users may have experienced slow or failed Search queries while working in Box. The issue occurred due to a change in a query pattern coming into the system that caused increased load on the search backend. We were able to resolve the issue by adding additional capacity to the search backends. In addition, we are working on updating our resource allocation to prevent load on a few search backend nodes from affecting other nodes. ‌ **Analysis** On June 14, some search nodes received a change in a query pattern that caused high load. This led to increased query latency and query failures, which eventually impacted users of Search. We were able to add more query nodes to handle the higher load. On June 17, the query pattern re-occurred with increased volume. In the second occurrence, we were able to again address the increased volume with additional capacity. We are reconfiguring resource allocation in the search backend nodes to better handle changes to query patterns. In addition, we’re working on solutions to prevent added load on a few nodes from cascading. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Increase resources/right size clusters * Optimize resource utilization to better handle the new query pattern * Isolate search nodes to ensure better quality of service to all users * Decrease the amount of time it takes to add new resources ‌ 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

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

Our team is continuing to monitor the Search feature for any additional impact. We will provide additional updates as they become available.

Our team is continuing to monitor the Search feature for any additional impact. We will provide additional updates as they become available.

Our team is continuing to monitor the Search feature for any additional impact. We will provide additional updates as they become available.

Our team is continuing to monitor the Search feature for any additional impact. We will provide additional updates as they become available.

Our team has taken steps to remediate this issue and are seeing improvement for the Search feature. We are continuing to monitor for any additional impact.

We are still investigating an issue with the Search feature. Users may see errors or slowness when attempting to search for content on Box. We will provide additional information as it becomes available.

Our team is investigating an issue with the Search feature. Users may see errors or slowness when attempting to search for content on Box. We will provide additional information as it becomes available.

We recently addressed issues affecting Box Notes. 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 2:15 PM and 2:30 PM PDT on June 25, 2024, some users may have experienced difficulties while working in Box Notes. During this time, users would have seen an error banner indicating that the system was reconnecting and, upon reconnecting, some of the users’ recent edits may have been reverted. The issue occurred as a result of a code change enabling values to be written to cache on the Notes servers unintentionally. We were able to resolve the issue by disabling the code that the change was applied to and updating it to no longer write to cache. In addition, we are working to improve the resiliency of our system in the related areas as well as gain higher visibility through logging to detect and prevent similar issues from occurring in the future.  ‌ **Analysis** The issue occurred because a process that reads values from the Notes database and caches them in memory on the Notes server was unintentionally enabled on servers not taking live traffic \(passive\). Meanwhile, servers taking live traffic \(active\) were allowed to make updates to those values in the Notes database. However, the values in cache on the passive servers were not updated or cleared. When traffic was redirected to the passive servers, those stale values were returned from cache causing a mismatch in what was returned by the server and what was expected by clients. Clients attempted to send updates to the servers to correct the mismatch, but a bug in the client caused the updates to be invalid and rejected by the servers. This resulted in an error banner being shown and the client being unable to recover from the mismatch. ‌ **Corrective Actions** The following corrective actions have been completed or are planned: * Update code to prevent process from running on passive servers * Update code to clear values from cache when servers transition from passive to active * Fix client bug causing invalid updates to be sent to server * Add logging to detect when values are returned from cache unintentionally * Improve developer documentation to prevent similar changes from being made in the future ‌ 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

From approximately 2:15 PM to 2:30 PM PDT on June 25th 2024, some users may have experienced issues while using Box Notes. The impact occurred during a routine deployment of our Notes service. Users would have seen an error banner indicating that the system was reconnecting. Our team has taken action to remediate the problem and Box Notes service has been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

_We recently addressed issues affecting Search. 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 9:33 pm PDT on June 3, 2024 and 1:28 pm PDT on June 4, 2024 and between 6:38 pm PDT and 7:52 pm PDT on June 6, 2024, some users may have experienced difficulties while working in Box. During this time, users were intermittently unable to query Search or receive Search results. This issue impacted a very small number \(approximately 2%\) of enterprises. During the first period, the issue occurred as a result of a partially rolled out recent code change. This code change was part of our ongoing effort to improve performance and stability. During the second period, the issue occurred a result of a latent bug in the Search Shadow service, which was used to investigate the root cause of the initial issue. We were able to resolve the issue by fully rolling back the change in both cases. In addition, we have added alerting to detect partial rollouts of changes as well as tests in pre-production environments and addressed the latent bug in the Search Shadow service to prevent similar issues from occurring in the future._  ‌ _Analysis_ _On June 3, 2024, Search released a change to how backend Search nodes are queried in order to improve performance and stability. This change had an unintended effect on query patterns that dramatically increased load for a small number of queries and only manifested at scale. Although the number of such queries was small, when a backend Search node processed them it would sporadically run out of memory and impact all traffic to that particular node. The Search release mechanism partially rolled out this change to a fraction of the fleet, but did not progress further. We initiated standard rollback procedures, but we did not detect that the change remained deployed on one of the nodes. This complicated the processes of diagnosing and mitigating the impact. The issue was mitigated when the partial rollback was detected and the change was fully rolled back._ ‌ _On June 6, 2024, as part of the investigation to identify and verify the root cause of the initial issue, the Search team utilized a so-called Shadow service in production that does not service live traffic. However, this Shadow service contained a latent bug that allowed a small percent of queries to be issued against the live backend Search nodes. Because the issue that occurred on June 3, 2024 could be triggered with just a handful of queries, the live serving nodes were inadvertently impacted by this Shadow service. The Shadow service change was rolled back to mitigate._ ‌ ‌ _Corrective Actions_ _The following corrective actions have been completed or are planned:_ * _Improve release mechanisms and procedures to fully rollout or rollback changes in a bounded period of time_ * _Add tooling and alerting to determine whether a change is fully or only partially deployed_ * _Add additional tests to pre-production environments to detect unintended Search query pattern changes that sporadically increase load on backend Search nodes_ * _Fix latent bug in Shadow service and add additional monitoring to detect queries being routed incorrectly to live backend Search nodes_ ‌ _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_

Following additional monitoring, we've verified that Search functionality has been fully restored and this incident is now considered resolved. If you continue to experience any issues, please contact Box Support at https://support.box.com.

Our team has implemented measures to address this issue and are observing notable improvements to search functionality across Box. We are continuing to monitor for any additional impact.

Our teams are diligently addressing this matter with top priority. Expect the next update within 2 hours or upon the next status change.

Remediation efforts are still ongoing. Our teams are fully dedicated to resolving this matter as quickly as possible. Next update in 2 hours or at next status change.

Our teams are still actively working towards a fix. During this time users will experience a degraded search experience across Box where search attempts may either not return any results, will provide inaccurate results, or the search bar will be missing entirely. Next update in 2 hours or at next status change.

We are actively working towards a fix. Further updates to come.

We are still investigating a possible cause in order to mitigate the issue.

We continue investigating a possible cause in order to mitigate the issue.

We continue investigating a possible cause in order to mitigate the issue.

We are investigating a possible cause in order to mitigate the issue.

We are investigating a possible cause in order to mitigate the issue.

We are investigating a possible cause in order to mitigate the issue.

We are diligently working on finishing up the fix to be deployed.

We are working towards deploying the fix. Thank you for your patience while we work on this.

We are actively working towards a fix. Further updates to come.

We continue working on a fix.

We continue working on a fix to mitigate this issue. Further updates to come as the remediation process takes place.

We are continuing to work on a fix for this issue. We will post further updates here as soon as one is available.

Box continues remediation efforts to restore full functionality to Search. Users of this service may continue to experience latency or failures when trying to search for content while remediation is in process.

We are investigating an ongoing issue affecting Search. Users may experience latency or failures when trying to search for content. We will provide more information as soon as it is available.

We recently addressed issues affecting Box Sign. 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 8:20 AM and 11:20 AM PDT on April 29, 2024, some users may have experienced difficulties while working in Box Sign. During this time, the Box Sign service experienced performance slowdowns. The issue occurred as a result of a failure within the network stack, which was resolved by adjusting the network configuration. In addition, we are working to enhance service reliability to prevent similar issues from occurring in the future.  ‌ **Analysis** Box Sign backend uses a cloud-based network setup which is composed of various network components. Under increased load, some of the network components experienced scaling issues, which resulted in a network performance degradation for the app. ‌ **Corrective Actions** The following corrective actions have been completed or are planned: * Update the scaling configuration of the network components * Update the configuration of network-intensive application dependencies ‌ 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

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

Our team has taken steps to remediate this issue and is seeing improvement for Box Sign. We are continuing to monitor for any additional impact.

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

We are investigating an ongoing issue with Box Sign. Customers may experience timeouts or slowness using Box Sign in the Box Web Application. We will provide more information as soon as it is available.

_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 May 29, 2024, between 1:39 am and 6:40 am PDT, some users may have experienced difficulties while working in Box. Over the course of this period, there were several 60-90 second time intervals when logins and various other functionality was impaired. This issue occurred due to a recent change in our token rotation process as part of our ongoing efforts to enhance the security of our systems. We resolved the problem by overriding the process and updating the expired tokens. Additionally, we are actively working on improving our testing procedures to prevent similar issues from happening again in the future. ‌ 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

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

Our team is still monitoring the issue and is seeing improvement for authentication and accessing to the All Files page. We are continuing to monitor for any additional impact.

Our team is still monitoring the issue and is seeing improvement for authentication and accessing to the All Files page. We are continuing to monitor for any additional impact.

Our team has taken steps to remediate this issue and is seeing improvement for authentication and accessing to the All Files page. We are continuing to monitor for any additional impact.

Our team is investigating an issue with the login page, authentication, and All files page. Users may see errors or slowness when attempting to access to Box. We will provide additional information as it becomes available.

We recently addressed issues affecting Box API. 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 10:00 PM PST and 10:23 PM PST on April 24, 2024, some users may have experienced difficulties while working in Box. During this time, some Box customers might have experienced elevated error rate or increased latency with Box API requests. The issue occurred due to an unexpected failure during a MySQL Instance failover that was executed in response to high load on one of the database instances. We were able to resolve the issue by manually executing the instance failover. In addition, we have implemented a new discovery mechanism that improves the time to detect and propagate a MySQL topology change to prevent similar issues from occurring in the future.  ‌ **Analysis** During the incident, a failover was executed for a MySQL leader that had high CPU usage. The failover process failed to propagate the topology change and caused the impact to Box API success rate. The issue was remediated by executing the rest of the failover steps manually and the impact recovered once the new topology was successfully propagated to other components. The root cause of high CPU usage was later determined to be organic increase in week over week traffic and the impacted instance was upsized to add more CPU cores. ‌ **Corrective Actions** The following corrective actions have been completed or are planned: * The Database instance that had high CPU Usage was scaled up to add more CPU cores * Additionally, we are looking into remapping the Database instances to normalize the load on the impacted instance. * A MySQL Topology Discovery mechanism that significantly improves time to detect and propagate topology updates has been rolled out. This new mechanism improves mean time to recovery \(MTTR\) for similar issues in the future. ‌ 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

Between 10:00PM and 10:23PM PDT on April 24th 2024, some users may have experienced issues using Public API. No further impact has been observed and we are considering this issue to be resolved. If you are still experiencing any issues, please let us know at https://support.box.com.

We recently addressed issues affecting logins, uploads, downloads and Public APIs. 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 5:35 PM and 7:20 PM PDT, on April 22, 2024, some users may have experienced difficulties while working in Box. During this time, some users may have experienced degradation of Public API, Login, Box Sign, Authorization, Uploads, Downloads, Notes, and Box for Office integrations. ‌ **Analysis** The issue occurred as a result of the temporarily reduced capacity in the impacted region by an infrastructure change intended to create additional dedicated infrastructure for one of our databases in a different region. We were able to resolve the issue by shifting workload and adding capacity in the impacted region. In addition, we have reduced the complexity of infrastructure changes to prevent similar issues from occurring in the future.  ‌ **Corrective Actions** The following corrective actions have been completed or are planned: * Streamlining processes regarding these types of changes to remove extraneous complexity and reduce the likelihood of unintended impact. * Establishing additional guardrails to minimize the likelihood of unintended inclusion of disruptive changes. * Improving processes to deal with managing the complexity and discovery of undesired operations associated with these changes. ‌ 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

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.

We have resolved the issue impacting Box services. We are continuing to monitor to ensure no further impact is observed

We are continuing to work on a fix for this issue.

We are continuing to work on a fix for this issue.

The issue has been identified and a fix is being implemented.

Our team is investigating an issue with multiple Box services. Users attempting to use these services may see errors or timeouts. We will provide additional information as it becomes available.

We recently addressed issues affecting subsets of Sign, Shield, and Metadata. 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 April 1, 2024, between 5:27PM PT and 6:31PM PT, some users may have experienced difficulties while working in Box. During this time, users may have experienced higher than normal latency and/or timeouts when accessing certain subsets of Box Sign, Shield and Metadata functionality. ‌ **Analysis** This issue occurred as a result of a configuration change that caused resource exhaustion during peak traffic load. We were able to resolve the issue by rolling back the change, and scaling up the impacted services to handle traffic backlogs. We’ve updated our deployment processes and documentation to better reflect the risk from peak traffic for changes similar to the one in this case. ‌ **Corrective Actions** The following corrective actions have been completed or are planned: * We updated deployment processes and documentation for similar changes * We’ve enhanced monitoring and alerts for the impacted services * We’re continuing to tune resource allocation and timeout configurations to prevent similar issues in the future ‌ 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

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.

We are seeing improvement in Box Sign, Box Shield and metadata services. We are continuing to monitor to ensure no further impact is observed

Box continues remediation efforts to restore full functionality to Box Sign, Box Shield and metadata services. Users of this service may continue to experience errors or failures while remediation is in process.

We are investigating an ongoing issue affecting Box Sign. Users may experience issues or failures using Box Sign, Box Shield and metadata services. We will provide more information as soon as it is available.

We recently addressed issues affecting Box Public API. 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 6:04 PM and 6:14 PM PST on April 14, 2024, some users may have experienced difficulties with Box Public APIs. During this time, some public API requests failed and there may have been a brief increase in latency. The issue occurred due to an unexpected spike in authentication requests and resolved as the traffic returned to normal. We are working on improvements to prevent similar issues from occurring in the future. ‌ **Analysis** ‌ An unexpected spike in traffic to one of our authentication databases coupled with an inefficient query in our application caused a brief delay in data replication. The replication recovered automatically, resolving the impact. Our team has investigated this issue and will be making changes to optimize the inefficient query. **Corrective Actions** The following corrective actions have been completed or are planned: * Optimize database query by adding index * Avoid retrieving unnecessary metadata as part of authentication to improve performance and resilience ‌ 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

Between 6:04PM and 6:12PM PDT on April 14th 2024, some users may have experienced issues using Public API. No further impact has been observed and we are considering this issue to be resolved. If you are still experiencing any issues, please let us know at https://support.box.com.

Between 3:11 AM PT and 5:33 AM PT on April 11, 2024, some users may have experienced difficulties while working in Box. During this time, some users might have not been able to access Box Notes. The issue occurred as a result of a recent code change in our ongoing effort to improve user experience and stability of our application. We were able to resolve the issue by releasing a missing configuration value in production. In addition, we are working to improve our safety and efficiency of our release process to prevent similar issues from occurring in the future.  ‌ **Analysis** ‌ The code change responsible for the issue in object was caused by a missing configuration value in production settings. As a result, all instances of Notes using the new version image were unable to open and experienced downtime. ‌ During this incident, we identified certain gaps that contributed to this issue or resulted in longer-than-normal remediation, all of which we are working to address. First, this issue exposed a gap in our validation process for production configurations either before deployment or during server startup. Additionally, this issue did not trigger any alerts and was not visible through tracked metrics like SLO and UA graphs, which resulted in a lack of visibility of this issue. Finally, the deployment process for Notes servers does not allow for immediate rollbacks due to statefulset rollout taking approximately 45 minutes to complete, and our current incremental deployment process leaves us without a fully safe data center option as fallback. ‌ **Corrective Actions** The following corrective actions have been completed or are planned: * Implementing production setting configuration safety improvements to reduce the likelihood of similar issues occurring again in the future. * Creating alerts on client-side JS errors to improve alerting and visibility of such issues. * Improving Notes incremental release safety to improve our deployment processes and facilitate more effective remediation of issues with deployments. ‌ 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

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

Our team is investigating an issue where some customers may experience issues accessing Box Notes. We will provide additional information as it becomes available.

We recently addressed issues affecting Box Sign. 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 2:41 AM and 2:51 PM PDT on March 26, 2024, some users may have experienced difficulties while working in Box Sign. During this time, the users were unable to send manual reminders for pending Sign requests, and delete sign requests in the WebApp. ‌ **Analysis** The issue occurred as a result of a recent code change made to improve Box Sign functionality. The issue presented itself in the sign mechanism for request handling, resulting in the sign reminder and delete functionalities not being available to the users. Incomplete automated testing coverage and pre-release checks for the functionalities mentioned above allowed the issue to go undetected before production deployment. We were able to quickly resolve the issue by performing a rollback of the sign web service. In addition, we are working on improving our monitoring system, pre-release quality check procedures, engineering on-call documentation and the robustness of the sign request handling mechanism to prevent similar issues from occurring in the future. ‌ **Corrective Actions** The following corrective actions have been completed or are planned: * Enhancing monitoring and alerts graphs in the sign service * Increasing the integration test coverage of the area affected in the incident \(and adjacent ones\) * Updating the sign engineering on-call documentation, as part of the effort to facilitate the improvement of detection and resolution time * Improving the robustness of the sign request handling mechanism ‌ 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

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.

We have resolved the issue impacting Box Sign. We are continuing to monitor to ensure no further impact is observed

Box continues remediation efforts to restore full functionality to Box Sign. The potential cause of the issue has been identified and efforts are underway to restore stability.

We are investigating an ongoing issue with Box Sign. Customers may experience issues modifying Box Sign requests. We will provide more information as soon as it is available.

We recently addressed issues affecting access to Box files. 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 1:00PM PT and 1:40PM PT on March 7, 2024, some users may have experienced difficulties while working in Box. During this time, users were not able to access files stored in Box folders. The issue occurred as a result of a deployment of a data access service in our ongoing effort to improve the scalability of Box’s infrastructure. While deploying this service, a central control plane component became overloaded and was unable to propagate new data access instance information to the applications. We were able to resolve the issue by scaling up the control plane component. In addition, we are working to over-provision the control plane component and improve the monitoring and alerting to prevent similar issues from occurring in the future. ‌ **Analysis** Box utilizes a communication layer called "Service Mesh" to facilitate effective communication between its services. However, a recent increase in the number of applications onboarded to Service Mesh caused the control plane component to become overloaded, resulting in delays propagating instance changes for impacted services. Before the incident occurred, several core applications underwent deployment simultaneously, including the Data Access Service. Unfortunately, the control plane failed to promptly propagate instance changes for this service. Since most user interactions with Box rely on connecting with the Data Access Service, users were unable to access files stored in Box folders during this time due to the propagation delay. ‌ To address this issue and prevent future occurrences of control plane overload, we have scaled up its capacity by three times and implemented improved monitoring and alerting mechanisms. ‌ **Corrective Actions** The following corrective actions have been completed or are planned: * Scaling up control plane capacity to prevent future overload issues. * Enhancing monitoring and alerting for the control plane status. * Conduct benchmark and scalability testing of the control plane in Pre-Prod environment. * Arrange detailed sessions with our technology vendor to optimize Box's Service Mesh infrastructure. ‌ 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

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.

We are continuing to monitor for any further issues.

Our team has taken steps to remediate this issue and the login service should be returning to full functionality. We are continuing to monitor for any additional impact.

We are continuing to investigate this issue.

Our team is investigating an issue with Logins within Box. Users attempting to log in to Box may see errors or timeouts. We will provide additional information as it becomes available

We recently addressed issues affecting Box AI. 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 March 7, 2024 5:00 PM PT and March 8, 2024 3:00 AM PT, some users may have experienced difficulties while using Box AI in Box Notes and Preview. During this time, queries made to Box AI returned an error. The issue occurred due to a change to a load balancing configuration for one of our endpoints used for Box AI, which resulted in unexpected credential issues. We were able to resolve the issue by fixing the configuration and improving the resiliency of our system. In addition, we have increased alerting and implemented more monitoring and logging to prevent similar issues from occurring in the future.  ‌ **Analysis** At Box, we are always striving to improve the efficiency and fault tolerance of our services. The AI team implemented a change to resolve latency issues in our services. A misconfiguration in this change temporarily resulted in AI query failures, which we were able to resolve by identifying and addressing the problematic configuration settings. Additionally, the issue revealed some gaps in our alerting and testing systems, as well as gaps in our internal team process, both of which impacted remediation time. ‌ **Corrective Actions** The following corrective actions have been completed or are planned: * Add in more alerting and automated processes to prevent future complications * Improve observability by adding in more logs, metrics and tracing throughout the system. * Improve testing reliability by making testing environments mirror production environments. ‌ 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

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

We are investigating an ongoing issue affecting Box AI. Users may see errors or slowness when using Box AI. We will provide more information as soon as it is available.

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

Our team has taken steps to remediate this issue and the affected services should be returning to full functionality. We are continuing to monitor for any additional impact.

Our team is investigating an issue with Logins, Uploads, and Box Notes. Users attempting to use these services may see errors or timeouts. We will provide additional information as it becomes available.

We recently addressed issues affecting file and folder counts 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 4:00 PM PST on February 18, 2024 and 9:10 PM PST on February 19, 2024, updates to file and folder counts displayed in Box were delayed for some customers. The issue occurred as a result of an intentional workload migration to mitigate a partial outage in one region of one of our cloud providers. We were able to resolve the issue by adding resources to the target region to reduce the cross-region latency impact. These delays only affected the visibility of file and folder counts; the counts themselves were maintained. ‌ **Analysis** On February 16th, a resource migration from one of our regions to another was performed as a mitigation effort for an unrelated issue. An increase in traffic on February 18th combined with the region shift resulted in a backlog in the file and folder counts workflow. We addressed the issue by adding more resources to the new region. We are currently in the process of further consolidating the resources for this workflow to avoid significant delays and backlogs. Furthermore, to minimize the likelihood of similar situations occurring again, we are implementing checks and alerts to prevent future scenarios in which resource shortages could lead to delays in updating file and folder counts. ‌ **Corrective Actions** The following corrective actions have been completed or are planned: * We will implement checks and alerts to trigger if the workflow processing slows down and starts to back up. * We will add further documentation to our run book as references to be used in the event of similar region outages, ensuring that our service remains resilient to such incidents. ‌ 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

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.

Our team is continuing to monitor the progress of File and Folder counts. While customers should continue to see gradual improvement, it will take some time for all counts to be up to date. We will provide another update once the issue is considered fully resolved or if the status of the issue changes.

Our team has taken steps to remediate this issue and is seeing improvement in file and folder counts. Customers should begin to see gradual improvement with counts updating across Box. We are continuing to monitor for any additional impact and to ensure the issue will be fully resolved by the steps we have taken.

Our team is investigating an issue with File and Folder counts not updating. This issue only affects the aesthetic count fields. It does not affect the ability to use or access any Box features or services. We will provide additional information as it becomes available.

We recently addressed issues affecting Uploads, Downloads and PublicAPI. 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 03:37 PM and 03:47 PM PST on January 22, 2024, some users may have experienced difficulties while working in Box. During this time, an internal service was restarted, which resulted in some users experiencing degraded performance and/or intermittent errors on Box Uploads, Downloads and Public API. The issue occurred as a result of a previous infrastructure change and was automatically resolved once the impacted service successfully restarted and stabilized. We are enhancing our deployment automation and defining additional processes to minimize the risk of similar issues occurring in the future.  ‌ **Analysis** On January 22, 2024, a change was rolled out on an availability zone in one of our primary regions in which an internal database interaction service was running. There was a pre-existing discrepancy between the code and infrastructure originating from a previous operation performed in response to an unrelated incident. This discrepancy resulted in the impacted service restarting, which caused some users to experience degraded performance. When the change went live, the availability of the service dropped. That caused traffic from downstream services that directed to the service fleet in this zone to fail. As a result the top level metrics were impacted for 10 minutes. The impacted service came back up shortly after, which remediated the issue. ‌ **Corrective Actions** The following corrective actions have been completed or are planned: * Enhancing automation to prevent disruptive changes from going live * Putting processes and internal SLAs in place that will eliminate discrepancies between our code and infrastructure * Adding measures in our codebase to reduce the chances of causing disruptions 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

From approximately 3:37 PM to 3:47 PM US Pacific time, we had an issue impacting uploads, downloads and Public API. Our systems automatically detected and corrected the underlying issue. There is no current impact and no further updates will be provided here. If you are currently seeing any issues, please let us know at https://support.box.com.