[Critical] Issue with Uploads, Downloads, Logins and Notes

On April 21, 2023 between 5:53 AM and 3:18 PM PT, some users may have experienced difficulties while working in Box. During this time, these users experienced slowness and intermittent failures interacting with certain parts of the Box webapp and public API, including Logins, Uploads and Downloads. The issue occurred due to a problem with one of our vendors, that in turn caused parts of our database infrastructure to be intermittently unavailable in a way that our automated remediation system was unable to sufficiently address. We were able to resolve the issue by manually remediating the impacted databases. In addition, we are making improvements to our automated database remediation system to prevent similar issues from causing impact 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