May 18, 11:52pm

We recently addressed issues affecting the Search Platform. 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 5:00 pm PDT on May 18, 2022 and 1:00 am PDT on May 19, 2022, some users may have experienced difficulties while working in Box. During this time, a minority of users were shown an error message when attempting a search. The issue occurred as a result of a recent code change made relating to the improvement of search ranking results. We were able to resolve the issue by rolling back this change immediately upon discovery. In addition, we are implementing new alerts and enhancing our detection capabilities to prevent similar issues from occurring in the future. **Analysis** On May 18th, a configuration change was made in an effort to improve the ranking of Search results. The configuration was incorrectly applied for a small percentage of users of Search. As a result, during this time, this small group of impacted users received an error message instead of the expected results. **Corrective Actions** The following corrective actions have been completed or are planned: * Engineers immediately reversed the incorrect configuration. * The team has enhanced alerting and detection surrounding future configuration 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

May 18, 11:52pm

Box Engineering is currently investigating an issue with the Box Search service. Users may see issues searching their Box content. Webapp users may see a "Sorry, there was an error performing the search. There is a problem with search right now.” message.

May 18, 11:58pm

Box Engineering has identified the issue concerning the Box Search service and is working to remediate the issue. Some users may see their search is returning the expected results now.

May 19, 12:15am

Box Engineering has resolved the issue concerning the Box Search service and are now monitoring to ensure no further impact is observed.