For more information about our Incident Response and Communications please read this support article.

We also maintain a list of Known Product Issues separate from this site here.

[Critical] Issues with Search
Incident Report for Box
Postmortem

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 9:33pm PT on June 3, 2024 and 1:28pm PT on June 4, 2024, a small number of users may have experienced difficulties while working in Box. During that time, impacted users experienced increased latencies and error rates when using Box Search. The issue occurred when our Search Infrastructure entered a state that impaired its ability to handle high query load. In particular, search shards handling high query volumes became unhealthy, leading to frequent node restarts that resulted in sporadically slow or dropped queries. Because of a unique confluence of factors, the root cause proved challenging to diagnose and mitigate, extending time to resolution.

We are conducting a full engineering review, and we may publish updates in the event there are additional relevant findings.

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

Posted Jun 10, 2024 - 16:58 PDT

Resolved
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.
Posted Jun 04, 2024 - 15:12 PDT
Monitoring
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.
Posted Jun 04, 2024 - 14:16 PDT
Update
Our teams are diligently addressing this matter with top priority. Expect the next update within 2 hours or upon the next status change.
Posted Jun 04, 2024 - 13:11 PDT
Update
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.
Posted Jun 04, 2024 - 10:53 PDT
Update
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.
Posted Jun 04, 2024 - 08:34 PDT
Update
We are actively working towards a fix. Further updates to come.
Posted Jun 04, 2024 - 07:47 PDT
Update
We are still investigating a possible cause in order to mitigate the issue.
Posted Jun 04, 2024 - 07:06 PDT
Update
We continue investigating a possible cause in order to mitigate the issue.
Posted Jun 04, 2024 - 06:26 PDT
Update
We continue investigating a possible cause in order to mitigate the issue.
Posted Jun 04, 2024 - 05:49 PDT
Update
We are investigating a possible cause in order to mitigate the issue.
Posted Jun 04, 2024 - 04:59 PDT
Update
We are investigating a possible cause in order to mitigate the issue.
Posted Jun 04, 2024 - 04:17 PDT
Update
We are investigating a possible cause in order to mitigate the issue.
Posted Jun 04, 2024 - 03:47 PDT
Update
We are diligently working on finishing up the fix to be deployed.
Posted Jun 04, 2024 - 03:13 PDT
Update
We are working towards deploying the fix. Thank you for your patience while we work on this.
Posted Jun 04, 2024 - 02:35 PDT
Update
We are actively working towards a fix. Further updates to come.
Posted Jun 04, 2024 - 02:05 PDT
Update
We continue working on a fix.
Posted Jun 04, 2024 - 01:33 PDT
Update
We continue working on a fix to mitigate this issue. Further updates to come as the remediation process takes place.
Posted Jun 04, 2024 - 01:03 PDT
Update
We are continuing to work on a fix for this issue. We will post further updates here as soon as one is available.
Posted Jun 03, 2024 - 23:58 PDT
Identified
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.
Posted Jun 03, 2024 - 22:57 PDT
Investigating
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.
Posted Jun 03, 2024 - 22:49 PDT
This incident affected: Desktop Applications (Box Drive), Mobile Applications (Search), Box Web Application (Search), and Box Platform / API (Search).