We recently addressed issues affecting Box. We would like to take the opportunity to further explain these issues and the steps we have taken to keep them from happening in the future.

Between 2:14 PM PDT and 10:12 PM PDT on September 22nd, 2025, some users may have experienced difficulties while working in Box. During this time, users may have encountered intermittent errors while using Box AI in Box Hubs. The issue occurred as a result of a code change aimed at improving the reliability of our Box AI service. We were able to resolve the issue by reverting the problematic code change. In addition, we are improving our internal testing and validation procedures to prevent similar issues from occurring in the future.

Analysis

The code change that led to this incident unintentionally switched the underlying LLM that provides vector embeddings for Box AI in Hubs to a different model. That model did not have sufficient capacity to take production traffic and as a result, users experienced errors while interacting with Box AI in Box Hubs during this time.

Corrective Actions

Box has initiated the following corrective actions:

• Improve internal testing and validation procedures for changes going to production
• Improve observability processes for changes being deployed to production
• Increase traffic in pre-production environments to exercise high traffic loads

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