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[Outage] Issues with Box Services

Incident Report for Box

Postmortem

We recently addressed issues affecting Box. 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 September 4, 2025 between 11:03 AM and 11:24 AM PDT, Box was unavailable to users. The outage occurred when maintenance performed on our caching tier triggered a latent bug. We were able to remediate the issue by manually restoring the caching tier to its pre-maintenance state. After the initial issue was resolved, between 11:24 AM and 01:16 PM PDT, a limited number of users may have continued to experience slowness when interacting with some Box features.

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Analysis

The issue was caused during a maintenance event on our caching tier to remove a dependent component. Although the change had been successfully tested in pre-production, a configuration difference between environments meant the error path was never exercised and the issue went undetected. When the dependent component was removed in production during the maintenance, client instances encountered errors and were unable to correctly handle incoming requests. Restoring the dependent component to its previous state allowed normal operations to resume. A limited number of client instances remained degraded and were recreated to recover full performance.

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Corrective Actions

Box has initiated the following corrective actions:

Improve error handling within our caching client instances to reduce the impact of caching tier failures.
Add observability for configuration differences between our testing and production environments.
Enhance deployment procedure to deploy caching tier changes more incrementally.
Shorten the time taken to restore the caching tier when issues occur.

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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

Posted Sep 05, 2025 - 15:59 PDT

Resolved

After further monitoring, this incident is now considered resolved. All services have been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

Posted Sep 04, 2025 - 13:00 PDT

Update

Box services have recovered. We're continuing to monitor and ensure full restoration.

Posted Sep 04, 2025 - 12:12 PDT

Monitoring

A fix has been implemented and we are monitoring the results.

Posted Sep 04, 2025 - 11:45 PDT

Identified

The issue has been identified and a fix is being implemented.

Posted Sep 04, 2025 - 11:33 PDT

Update

We are continuing to investigate this issue.

Posted Sep 04, 2025 - 11:28 PDT

Update

We are continuing to investigate this issue.

Posted Sep 04, 2025 - 11:23 PDT

Investigating

We are investigating an ongoing issue affecting Box. Users may experience errors or long load times using Box services. We will provide more information as soon as it is available.

Posted Sep 04, 2025 - 11:20 PDT

This incident affected: Box Platform / API (Content API, Content Preview, Authentication (OAuth 2.0 / JWT), Search, Uploads/Downloads, Webhooks, Box Embed Widget, Box Sign, Box Canvas, Workflows and Automations, Box Shuttle, Box AI, Box Doc Gen, Box Apps), Box Web Application (Login/SSO, Uploads/Downloads, Collaboration, Search, Preview, Sharing (Shared Links), Email Notifications, Admin Console & Functionality, Governance (Retention), Governance (Legal Holds), Workflows and Automations, Comments and Tasks, Accessible Site (a.box.com), Box Sign, Box Canvas, Box Shield (Threat Detection), Box Shield (Virus Detection), Box Shield (Auto Classification), Box Shuttle, Watermarking, Box Hubs, Box AI, Enterprise Reports, Box Forms, Box Doc Gen, Box AI Studio, Box Archive), Desktop Applications (Login/SSO, Box Sync, Box Drive, Box Edit / Tools), Mobile Applications (Login/SSO, Preview, Search, Uploads/Downloads, Mobile-Optimized Website (m.box.com)), Partners / Integrations (Microsoft Online, Apple iWork, Box for Salesforce, Google Apps, NetSuite, Microsoft Teams, Slack), Box Community and Support Website (community.box.com) (Case Submission Workflow, Blog Posts and Knowledge Articles, Community Forums, Box University), Box Notes (Web Application), Box Zones (Australia, Canada, France, Germany, Ireland, Japan, Singapore, UK, US), and Box Relay, Developer Console / Docs (developer.box.com), FTP, Box Website.