[Major] Issues with Search Feature

Incident Report for Box

Issue Summary

We recently addressed issues affecting Search. 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 October 16, 2024 at 10:38 AM PST and October 18, 2024 at 6:08 AM PST, some users may have experienced difficulties while working in Box. During this time, a small subset of users’ search requests returned zero or incomplete results.

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Analysis

This issue was caused by an invalid configuration change, made as part of our effort to continuously improve search relevance.

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Corrective Actions

We were able to resolve the issue by fixing this invalid configuration. In addition, we are tuning our observability to detect similar issues faster, and to prevent them from occurring 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

Posted 5 months ago. Oct 29, 2024 - 02:33 PDT

Resolved

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

Posted 6 months ago. Oct 18, 2024 - 01:15 PDT

Investigating

Our team is investigating an issue with the Search feature. Some customers may have issues to get Search results on the WebApp or while running API calls. We will provide additional information as it becomes available.

Posted 6 months ago. Oct 18, 2024 - 00:45 PDT

This incident affected: Box Web Application (Search) and Box Platform / API (Search).