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 April 1, 2021 between 2:01 AM PDT and 4:22 AM PDT, some users may have experienced difficulties while working in Box. During this time, impacted users may have experienced latency while trying to view, upload, or download files. The issue occurred as a result of failure to effectively handle a crash of a caching host. We were able to resolve the issue by removing the impacted hosts from rotation.
We are conducting a full engineering postmortem and this 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.
The Box Team