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

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

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

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.

From approximately 9:48 AM to 10:15 AM US Pacific time, we had an issue impacting Box Notes. Some users may have also experienced issues with logins, uploads, and downloads as well. 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.

On July 8, 2022 between 9:50 AM PDT and 10:11 AM PDT, some users may have experienced difficulties while working in Box. During this time, users may have experienced higher-than-normal latency or page errors when trying to use Box, including logging in, uploading or downloading files, using Box Notes, and the Public API. The issue occurred as the result of a change made to our rate limiting system. We were able to quickly resolve the issue by reverting the change. ‌ We are conducting a full engineering postmortem and our overview is subject to change with further analysis and findings. We will publish the results as soon as we have concluded our investigation. 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

On July 7th, 2022 between 6:02 PM PDT and 7:10 PM PDT, some users may have experienced difficulties while working in Box. During this time, users may have experienced higher than normal latency, timeouts and/or errors when trying to access Box via one of our applications or our Public API. The issue occurred due to instability in one of our HBase clusters, resulting in increased request queue latencies and degradation of uploads, downloads, Box Notes, and other related services. We were able to resolve the issue by diverting traffic to a healthy passive cluster. In addition, we are working on process and tooling improvements 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. We will publish the results as soon as we have concluded our investigation. 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

We are currently investigating an issue with Box services. We will provide more information as it becomes available.

We are continuing to investigate this issue.

Our teams have validated that all affected services are recovered at this time. We are continuing to monitor for any additional impact.

We are continuing to monitor for any further issues.

No additional impact has been observed during monitoring and all services are confirmed fully functional. We are considering the issue to be fully resolved. If you are encountering any issues, please contact Box Support at https://support.box.com.

From approximately 13:41-13:46 pm PT, users may have been unable to access Box Notes. Our team has identified the issue and worked on a fix so we are no longer seeing any impact in our metrics. If you are having an issue, please do not hesitate to submit a ticket at support.box.com!

On June 22, 2022 between 01:37pm PDT and 01:46pm PDT, some users may have experienced difficulties while working in Box. During this time, users may have had trouble accessing Box Notes. In connection with a planned update, certain traffic was incorrectly deployed to an incorrect data center, which caused users to temporarily encounter errors when trying to access a Box Note. We were able to resolve the issue by redeploying traffic to the correct data center. In addition, we are making changes to our documentation and building automated safeguards to prevent this issue 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. We will publish the results as soon as we have concluded our investigation. 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 11:28 PM to 12:10 AM US Pacific time, our Box.org Community Site, the Community and Support Site at https://support.box.com was experiencing issues resulting in the degradation of our support channel workflows and ability to post updates in our Community Forums. We are monitoring resolution with a third-party vendor and have confirmed the issue is no longer happening. We apologize for any inconvenience.

_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 will update as more information is confirmed._   On June 7, 2022 between 7:03 PM and 8:33 PM PDT, some users may have experienced difficulties while working in Box. During this time, Downloads, Uploads, Notes, and Public API were impacted. The issue occurred as a result of a configuration change that unexpectedly resulted in high CPU usage. We were able to resolve the issue by reverting the change and adding more capacity. In addition, we are working on improving our testing processes 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. We will publish the results as soon as we have concluded our investigation.   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

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

Box continues remediation efforts to restore full functionality to Upload, Download and Box Notes. Users of this service may continue to observe some failures and slowness while remediation is in process.

Our team has taken action to remediate impact and is seeing recovery across metrics. We are continuing to monitor for any additional impact.

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 recently addressed issues affecting login for some customers. 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 May 26th 2:00 pm PDT and May 27th 5:42 am PDT, some users may have experienced difficulties while working in Box. During this time, a subset of users attempting to log in to Box were unable to move beyond the device trust verification screen, and as a result were unable to log in. ‌ **Analysis** The issue occurred as a result of a recent code change made to improve our Device Trust login flow. Due to an uncovered edge case, a small subset of users were unable to advance beyond the device trust verification screen. We were able to resolve the issue by reverting the problematic change. In addition, we are working to improve our testing processes and observability to prevent similar issues from occurring in the future.  ‌ **Corrective Actions** The following corrective actions have been completed or are planned: * Improving the testing process to account for the edge case that became apparent through this issue. * Improving Device Trust observability to reduce detection time of issues relating to the Device Trust login flow. * Improving code release processes by implementing feature flags, which will allow for rapid remediation in the event of issues associated with code 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

We are currently investigating an issue affecting logins, specifically with enterprises utilizing Device Trust . We will provide more information as soon as it is available.

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

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

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

We recently addressed issues affecting Logins, Public API, 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.  Between 3:50 pm PDT and 3:57 pm PDT on May 24th, 2022, some users may have experienced difficulties while working in Box. During this time, users may have experienced slow login times as well as failures when attempting to upload and download files. **Analysis**  The issue occurred as a result of a misconfiguration of a standard security scan that unexpectedly created performance issues. Specifically, the scanners were configured in a manner that caused an excessive number of authentication sessions on our network devices. This caused some network devices to run out of memory, which in turn resulted in slow login times as well as failures when attempting to upload and download files. The issue was resolved by stopping the scan. We have identified the root cause of the issue to be inefficient scan configurations. Moving forward, we are implementing more efficient scan configurations and improving our heath check alerting for all related vulnerability scans to prevent similar issues from occurring again in the future. **Corrective Actions** The following corrective actions have been completed or are planned: * Implementing configuration changes to all related security scans * Health check alerting for all related vulnerability scans 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

We recently addressed issues affecting uploads, downloads, logins, and 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. On May 17, 2022 between 11:05 AM PDT and 11:07 AM PDT, some users may have experienced difficulties while working in Box. During this time, uploads, downloads, logins, and public API experienced some failures or errors. **Analysis** The issue occurred when the leader node of an internal clustered system failed a soft restart. During a maintenance window, an internal infrastructure system that uses a leader-standby clustering model failed to elect a new leader. As a result, some users experienced issues with uploads, downloads, logins, and public API. Additionally, during the impacted timeframe, internal client services of the system did not rely on cached data as a fall-back, which exacerbated the issue. We were able to resolve this issue by issuing a hard restart of the affected node. We are continuing to investigate to determine the root cause of the issue and are developing additional corrective actions to prevent similar issues from occurring in the future. **Corrective Actions** The following corrective actions have been completed or are planned: * Performing a hard restart of the affected node to return it to a normal state. * Identifying and addressing the underlying root cause of the cluster leader-election issue. * Improving the clustering configuration to permit making a cluster passive before maintenance. * Conducting further analysis to determine why internal services did not utilize cached internal data during the impacted timeframe. 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 10:00am - 10:40am PT on April 23rd, some users may have experienced issues with our Public API. Our teams have taken action to remediate this behavior and no additional impact has been observed. Please contact Box Support at https://support.box.com if you are currently seeing any issues.