We recently addressed issues affecting login for some customers. 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 May 26th 2:00 pm PDT and May 27th 5:42 am PDT, some users may have experienced difficulties while working in Box. During this time, a subset of users attempting to log in to Box were unable to move beyond the device trust verification screen, and as a result were unable to log in.

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Analysis

The issue occurred as a result of a recent code change made to improve our Device Trust login flow. Due to an uncovered edge case, a small subset of users were unable to advance beyond the device trust verification screen. We were able to resolve the issue by reverting the problematic change. In addition, we are working to improve our testing processes and observability to prevent similar issues from occurring in the future. 

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Corrective Actions

The following corrective actions have been completed or are planned:

• Improving the testing process to account for the edge case that became apparent through this issue.
• Improving Device Trust observability to reduce detection time of issues relating to the Device Trust login flow.
• Improving code release processes by implementing feature flags, which will allow for rapid remediation in the event of issues associated with code changes.

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