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.

Degradation of Box Sign
Incident Report for Box
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 will update as more information is confirmed.

From January 12, 2022 at 9:50 PM PT until January 13, 2022 at 1:51 AM PT, some users may have experienced difficulties while working in Box. During this time, customers were not able to access Box Sign. The issue occurred due to a new firewall change in an effort to improve performance and security. We were able to resolve the issue by rolling back the new change. In addition, we are working to improve our validation and verification processes 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. We will publish the results as soon as we have concluded our investigation.

 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 Jan 20, 2022 - 13:04 PST

Resolved
After further monitoring, this incident is now considered resolved. Box services have been restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.
Posted Jan 13, 2022 - 02:04 PST
Update
We are continuing to monitor for any further issues.
Posted Jan 13, 2022 - 02:02 PST
Monitoring
We have resolved the issue impacting Box Sign. We are continuing to monitor to ensure no further impact is observed
Posted Jan 13, 2022 - 02:00 PST
Investigating
Box is investigating reports of an issue with Box Sign. Users of this service may not be able to access it. Box engineers are actively reviewing the issue and will post updates at the next change in status.
Posted Jan 13, 2022 - 01:57 PST
This incident affected: Box Web Application (Box Sign).