[Medium] Customers may experience issues with Uploads and Downloads for the UK zone

Notice and disclaimer: Box is providing this preliminary information subject to further review and analysis. To the best of our knowledge, this is the current state and we may update as more information is confirmed.

On February 25, 2026 between 4:45 am PST and 5:40 am PST, some users may have experienced difficulties while working in Box. During this time, customers of Box Zones UK may have had issues with uploading, downloading, and previewing files.

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The issue occurred when some instances of a backend service in the impacted region ran into memory pressure. We resolved the issue by temporarily redirecting certain compute processes from the impacted region to the US region. Of note, even during the period of temporary traffic redirection, all Box Zones customer content continued to be stored in the correct Box Zones region.

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We are conducting a full engineering postmortem and our overview is subject to change with further analysis. 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