We recently addressed issues affecting Box Drive, Box Sync, and 3rd party users of User Events API. 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 Oct 11, 2022 11:00 AM PDT and Oct 13, 2022 11:30 AM PDT, some users may have experienced difficulties while working in Box. During this time, some users may have experienced synchronization issues with the Box Drive file system, Box Sync, and 3rd party users of events API. The issue occurred as a result of a recent code change made as part of our ongoing effort to migrate to GCP. We were able to resolve the issue by reverting the change. In addition, we will add more testing to prevent similar issues from occurring in the future.

Analysis

This issue occurred after a code change was made as part of our ongoing effort to migrate to GCP. The issue was caused due to a coding bug in the failure handling of certain events which resulted in failed events being dropped instead of retried. This caused Box Drive, Box Sync and user events API users to get out of sync by missing events.

Corrective Actions

The following corrective actions have been completed or are planned:

• The coding bug responsible for the issue has been identified and corrected.
• Improving our testing to minimize the likelihood of similar issues occurring in the future.

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