We recently addressed issues affecting Public API, Downloads and Uploads. 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 7:17AM and 7:27AM PDT on June 12, 2023, some users may have experienced difficulties while working in Box. During this time, users may have experienced degraded performance or difficulty accessing Public API, Downloads, and Uploads. The issue occurred as a result of a cut fiber line on a third-party cloud provider’s network. The issue resolved once the cloud network was able to more evenly distribute traffic to address this issue.

Analysis

Prior to the impacted timeframe, one of our third-party cloud providers experienced a cut fiber line. As a result, there was temporary packet loss between two data centers resulting communications issues across Public API, Downloads, Uploads and Web Logins. In response, traffic was subsequently rerouted around the impacted line; however, some Box users may have temporarily experienced degraded performance due to backup links approaching saturation as traffic was rerouted. The impact was resolved as soon as the cloud network was able to appropriately distribute traffic to account for this issue.

Corrective Actions

The following corrective actions have been completed or are planned:

• Redundancy is already in place to prevent a complete outage.
• Cloud provider is investigating adding capacity to prevent any future degradation during an event.

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