Between 10:40 AM PDT and 12:33 PM PDT on June 25, 2026, some users may have experienced difficulties while working in Box. During this time, users routed through one particular US region may have seen failures or delays when attempting to download folders as ZIP files.

The issue occurred after a recent network component update impacted a backend service in that region. We restored the feature availability by reverting the change. In addition, we are updating configuration and monitoring practices for such changes to reduce the likelihood of recurrence.

Analysis

As part of our continuous and ongoing service improvement efforts, we recently rolled out a change to our internal compute platform. In one of our US regions, this change resulted in a resource problem within our service mesh layers. This incident highlighted opportunities to improve how platform updates and service configuration changes are propogated across Box compute regions.

Corrective Actions

Box has initiated the following corrective actions:

• Improved our multi-region roll out monitoring and alerting
• Audited resource configurations for multi-region services
• Improved ongoing monitoring and alerting of multi-region services

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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