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.
[Outage] Issues with Box AI
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 may update as more information is confirmed.
Between 9:42 PM PT on August 12, 2025 and 3:44 AM PT on August 13, 2025, some users may have experienced difficulties while working in Box. During this time, users may have experienced issues or timeouts when using Box AI in Preview, Notes and Hubs. The issue occurred due to networking changes to one of our Cloud service providers. We were able to resolve the issue by temporarily switching traffic to an alternate provider. In addition, we are partnering with our cloud service provider to prevent similar issues from occurring in the future.
We are conducting a full engineering postmortem and our overview is subject to change with further analysis and findings. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem.
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