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[Critical] Issue with generating Reports
Incident Report for Box
Postmortem

We recently addressed issues affecting timeliness of the Events API. 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.

On Thursday, July 8, 2021 between 1:15pm PT and 3:00pm PT, some users may have experienced difficulties while working in Box. During this time, box.com notifications may have slowed down for some users. This issue occurred as a result of higher traffic throughput due to the addition of a new feature. Due to a preset limit, some traffic was restricted, causing certain notifications to slow down. We were able to resolve the issue by adding more capacity to the service. In addition, we have added preventive alerts that will notify the appropriate individuals before such limits are reached in order to prevent similar issues from occurring in the future. 

Analysis 

A new use case addition to one of box.com backend services caused an uptick on the service's incoming traffic throughput. The backend service proxy had a hard limit set that was hit due to the addition of the new traffic. The issue was resolved after the addition of the new resources to the service proxy.

Corrective Actions

The following corrective actions have been completed or are planned:

  • Additional capacity has been added to the service proxy.

  • New alerts have been set to notify the appropriate individuals before such limits are reached. 

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 Jul 28, 2021 - 12:09 PDT

Resolved
After further monitoring, this incident is now considered resolved. Box services have been restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.
Posted Jul 13, 2021 - 14:03 PDT
Update
We are seeing some recover in regards to the Reports being generated when exporting. We will continue to monitor the issue to assure recovery.
Posted Jul 13, 2021 - 13:17 PDT
Monitoring
We are seeing some recover in regards to the Reports being generated when exporting. We will continue to monitor the issue to assure recovery.
Posted Jul 13, 2021 - 12:10 PDT
Update
We are seeing that real time reporting is still available for the following reports: User Activity Report, Security logs. Users can view the report information by clicking 'View' when generating report.
Posted Jul 13, 2021 - 11:39 PDT
Investigating
We are currently investigating an issue that is impacting reporting as of July 13 01:00 PDT. Users may see delays in reports being generated and exported or they may see error. We advise that customers do not repeat export requests at this time. We will provide updates here as soon as they are available.
Posted Jul 13, 2021 - 11:15 PDT
This incident affected: Box Web Application (Admin Console & Functionality).