On November 13th between 9:13 AM PST and 12:03 PM PST, some users may have experienced difficulties while working in Box. During this time, customers observed increased latency in the Box web app.
The issue occurred because of a sudden spike in legal holds related user activity. We were able to resolve the issue by lowering the number of concurrent threads processing the legal holds specific activity. In addition, We have improved scheduling and rate limiting based on overall load for legal holds related activities to prevent similar issues from occurring in the future.
Increased legal holds related activity causes spikes in number of jobs that are required to be processed to fulfill the user requests. This sudden spike causes the system to overload and customers may experience latencies while using Box web app.
The following remediation actions have been completed or are planned:
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.
The Box Team