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[Critical] Slowness when using Box
Incident Report for Box

We recently addressed issues affecting the Box webapp. 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 12:43 AM PT and 1:44 AM PT on May 15, 2023, some users may have experienced difficulties while working in Box. During this time, people using the Box webapp may have experienced increased latency or slowness. The issue occurred because of an erroneous change which constricted the amount of effective hardware capacity for the service dedicated to processing our webapp traffic. We were able to resolve the issue by reverting the this change. In addition, we are improving our processes and observability techniques to prevent similar issues from occurring in the future.


On Friday, May 12, 2023, we deployed a change aimed at improving the processing efficiency of our webapp traffic. Although this change did not result in any observed issues over the weekend, as our traffic increased as APAC and EMEA customers came back to work on Monday morning, it became evident that the change was constricting the effective capacity of the service responsible for processing our webapp traffic. Once this issue was detected, we were able to diagnose the issue and the problematic change was reverted. This ultimately remediated the problem.

Corrective Actions

The following corrective actions have been completed or are planned:

  • Adjusting our deployment processes to improve monitoring of changes during customer traffic peaks to better detect, diagnose and remediate such issues before customers are actually impacted.
  • The efficiency change that caused the problem has been re-thought and is now implemented in the way that is much less likely to cause any customer impact.

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.


The Box Team

Posted May 30, 2023 - 23:11 PDT

After further monitoring, this incident is now considered resolved. WebApp Service has been restored to full functionality. If you continue to experience any issues, please contact Box Support at
Posted May 15, 2023 - 02:18 PDT
Our team has taken steps to remediate this issue and is seeing improvement on WebApp. We are continuing to monitor for any additional impact.
Posted May 15, 2023 - 01:54 PDT
Our team is investigating a slowness issue with the Box Web Application. Users may see slowness when attempting to login on the WebApp or accessing the All files page. We will provide additional information as it becomes available.
Posted May 15, 2023 - 01:38 PDT
This incident affected: Box Web Application (Login/SSO).