Between 12:53 PM PST and 1:17 PM PST on December 3, 2019, some users may have experienced difficulties while working in Box. During this time, access to uploads, download and public API was impacted, and the Box All Files and Login pages were unavailable for 3 minutes.
The issue occurred because one metadata SQL pod failed and the impact of this cascaded to the database service layer, which caused it to max out connections to other databases. We were able to resolve the issue by flipping over to a passive database and restarting the failed database instance. In addition, we are working to improve the handling of database failures to prevent similar issues from occurring in the future.
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 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