We recently addressed issues affecting Enterprise Reports. 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 1:25am and 10:51am on July 13, 2021, some users may have experienced difficulties while working in Box. During this time, Enterprise Reports could not be generated. The issue occurred as a result of an image dependency that was reverted within one of our cloud vendors' environments. As a result, the service was temporarily unable to provision computational resources to execute the report jobs. We were able to resolve the issue by rebuilding the images. In addition, we are working to increase our monitoring sensitivity to such failures and reviewing our image lifecycles to prevent similar vendor issues from impacting customers in the future. 

Analysis 

One of Box's cloud vendors made a change to cloud compute dependencies that our Enterprise Reports image pipeline leverages as part of creating computational resources for job execution. After the next run of our image pipeline, the Enterprise Report job image included a failing dependency from our cloud vendor. After our cloud vendor reverted the problematic change and Box generated a new image, Box's Enterprise Reports were able to resume successfully.

Corrective Actions

The following corrective actions have been completed or are planned:

• Increase monitoring sensitivity to report-generation failures

• Review image lifecycles to limit the potential impact of dependency changes

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