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.

[Critical] Box Logins with SSO and Box Notes
Incident Report for Box
Postmortem

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 will update as more information is confirmed.

On September 14th, 2022 between 07:42 AM and 08:47AM PDT, some users may have experienced difficulties while working in Box. During this time, customers may have experienced issues with SSO Logins and Box Notes. The issue occurred due to a failure in the network connecting one of our points of presence (POPs) to Box’s Application Data Center. We were able to resolve the issue by implementing backbone routing changes to bypass the affected network path. In addition, we are working towards migrating to the public cloud to leverage their diverse and global network to prevent similar issues from occurring in the future. 

We have asked for our service providers for an official reason for outage. We will publish the results as soon as we have concluded our investigation.

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 Sep 21, 2022 - 09:15 PDT

Resolved
From approximately 7:38 AM to 9:08AM US Pacific time, we had an issue impacting SSO logins and Box Notes. Our systems automatically detected and corrected the underlying issue. There is no current impact and no further updates will be provided here. If you are currently seeing any issues, please let us know at https://support.box.com.
Posted Sep 14, 2022 - 09:15 PDT
Investigating
We are currently investigating an issue where users were unable to login via Single Sign On and/or access Box Notes. Our team is currently investigating the root cause. Currently the issue looks to be mitigated and our team is investigating the cause.
Posted Sep 14, 2022 - 08:13 PDT
This incident affected: Box Notes (Web Application) and Box Web Application (Login/SSO).