[Critical] Customers may have issues with Uploads, Downloads, and accessing the All Files page

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.

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On February 19, 2025 between 11:12 am and 12:15 pm PST, some users may have experienced difficulties while working with Box. During this time, users may have experienced degradation of Public API, Login, Box Sign, Shared Links and Notes services.

Root Cause

Box  uses a set of authentication and authorization keys to connect with a back-end database. This connection allows the service to retrieve rules that are essential for its business logic. As part of routine maintenance, a gap in procedure related to the management of these keys, led to an accidental deletion of they keysets that were mistakenly believed to be no longer necessary.

Resolution

Once a new keyset was generated and quickly reinstated, the service began to recover. As a result, all requests started to process without any errors.

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