[Major] Issues with Downloads, Preview, Box Notes and Box Sign

We recently addressed issues affecting downloads, preview, and Box Notes. 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 10:07 PM PDT and 11:16 PM PDT on October 29, 2025, some users may have experienced difficulties while working in Box. During this time, users may have encountered problems downloading or previewing files and using Box Notes. The issue was caused by a disruption with one of our third-party cloud partners. We resolved the issue by restarting and scaling up the impacted backend services. In addition, we are examining how to improve our resiliency in these scenarios to prevent similar issues from occurring in the future.

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Analysis

This issue was triggered by a maintenance operation at one of our third-party cloud providers. During this operation, we encountered increased latency between several components in our US cloud regions. Because impact during this issue was limited to US cloud regions, Box Zones customers were not impacted. With the corrective actions outlined below, we strive to prevent or greatly minimize impact to customers from future similar incidents.

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Corrective Actions

Box has initiated the following corrective actions:

• Updated our client timeouts to be more fault-tolerant in the face of third party disruptions
• Improved our regional resiliency through increased geo-redundancy for external dependencies
• Updated our internal incident response processes to improve our response time

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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