We recently addressed issues affecting Box web access. 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 10:50 AM PST and 11:25 AM PST on February 20, 2026, some users may have experienced difficulties accessing Box via web browser, including failed page loads and intermittent connectivity. During this time, requests to our site that relied on a third-party network service did not route reliably for affected networks, causing DNS resolution and connectivity failures for that hostname. We were able to restore service after the third-party re-advertised the affected network prefixes, at which point we safely re-enabled the dependent routing configuration, restoring normal service behavior. In addition, we are working with the third-party provider and updating our procedures and monitoring to reduce the risk of recurrence and improve detection and recovery.

Analysis

This incident highlighted a dependency risk on third-party network prefix advertisement and revealed opportunities to improve early detection and customer-facing communication. It also reinforced the importance of clear playbooks for safely changing routing configurations during third-party outages and ensuring monitoring captures customer-impacting DNS and connectivity failures quickly.

Corrective Actions

Box has initiated the following corrective actions:

• Work with the third-party provider to complete follow-up and incorporate their post-incident findings
• Update our routing and operational runbooks to clarify safe, pre-approved steps for toggling routing configurations during third-party network incidents
• Enhance external-facing monitoring and alert thresholds for DNS and site availability to detect and communicate customer impact more quickly

‌

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