For more information about our Incident Response and Communications please read this support article.

We also maintain a list of Known Product Issues separate from this site here.

[Major] Issues with Uploads and Downloads

Incident Report for Box

Postmortem

Between 11:15 pm PT on April 25, 2023 and 8:40 am PT on April 26, 2023, some users may have experienced difficulties while working in Box. During this time, some users experienced slowness and intermittent failures while performing Uploads and Downloads. This issue occurred as a result of an incident with one of our third-party cloud partners in Europe. Initial impact was limited to user of Box Zones France, however failures in that region triggered internal rate limiting which may have impacted customers in other regions. During the time of incident we mitigated impact by disabling the internal rate limiter and re-routing uploads in the affected region to a backup location.

‌

We are conducting a full engineering postmortem and our overview is subject to change with further analysis and findings. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem.

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

Posted May 02, 2023 - 10:54 PDT

Resolved

After further monitoring, this incident is now considered resolved. Uploads and Downloads have been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

Posted Apr 26, 2023 - 09:46 PDT

Monitoring

Our team has taken steps to remediate this issue and is seeing improvement for upload and download services. We are continuing to monitor for any additional impact.

Posted Apr 26, 2023 - 09:05 PDT

Identified

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

Posted Apr 26, 2023 - 08:49 PDT

Update

Our team is continuing investigating an issue with Uploads/Downloads in the Box Web Application. Users may see errors or slowness when attempting to upload items to Box. We will provide additional information as it becomes available.

Posted Apr 26, 2023 - 08:15 PDT

Investigating

We are investigating an ongoing issue affecting Uploads and Downloads. This is related to the previous incident. We will provide more information as soon as it is available.

Posted Apr 26, 2023 - 07:13 PDT

This incident affected: Box Web Application (Uploads/Downloads) and Box Zones (France).