[Major] Issues with multiple Box services

We recently addressed issues affecting logins, uploads, downloads and Public APIs. 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 5:35 PM and 7:20 PM PDT, on April 22, 2024, some users may have experienced difficulties while working in Box. During this time, some users may have experienced degradation of Public API, Login, Box Sign, Authorization, Uploads, Downloads, Notes, and Box for Office integrations.

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Analysis

The issue occurred as a result of the temporarily reduced capacity in the impacted region by an infrastructure change intended to create additional dedicated infrastructure for one of our databases in a different region. We were able to resolve the issue by shifting workload and adding capacity in the impacted region. In addition, we have reduced the complexity of infrastructure changes 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:

• Streamlining processes regarding these types of changes to remove extraneous complexity and reduce the likelihood of unintended impact.
• Establishing additional guardrails to minimize the likelihood of unintended inclusion of disruptive changes.
• Improving processes to deal with managing the complexity and discovery of undesired operations associated with these changes.

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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