We recently addressed issues affecting All Files and Search. 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 October 10, 2024 1:34am and October, 10 2024 7:45pm PST, some users may have experienced difficulties while working in Box. During this time, some users might have noticed latencies accessing All Files and Search. The issue occurred because of an unusual sequence of customer activity that caused load on multiple backend systems. We were able to resolve the issue by increasing capacity of the impacted internal applications. In addition, we have improved our monitoring processes and implemented new monitors to prevent similar issues from occurring in the future.

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Analysis

Starting October 10 2024 1:34am PST, an unusual sequence of customer activity occurred that put load on multiple backend systems and hence resulting in the degradation. Various applications were scaled up in the process to support the increased load.

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Corrective Actions

Box has initiated the following corrective actions:

• Scaled up various applications to support the increased load.
• Evaluate changes required to prevent this from happening again.

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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