[Outage] Issues with Box AI

We recently addressed issues affecting Box AI. 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 8/12/25 at 9:12 PM PDT and 8/13/25 at 4:00 AM PDT, some users may have experienced difficulties while working in Box. During this time, users were unable to use Box AI with Microsoft Azure-hosted AI models. The issue occurred as a result of an erroneous networking change made by one of our third-party infrastructure vendors. We were able to resolve the issue by engaging with the vendor to restore network connectivity. In addition, we’re improving our networking infrastructure to prevent similar issues from occurring in the future. 

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Analysis

One of our third-party infrastructure vendors made an unintentional change that interrupted the network link between our Box AI system and Microsoft Azure AI. Our systems did not have sufficient recovery logic to automatically recover and switch to an alternate API endpoint, which then led to the disruption that some customers experienced.

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Corrective Actions

Box has initiated the following corrective actions:

• Implement recovery logic so that Box AI can automatically recover from network-related incidents
• Schedule additional testing to simulate network-related incidents impacting Box AI
• Streamline internal processes to expedite Box AI service restoration in the future

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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