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 may update as more information is confirmed.

On September 12, 2023 between 5:50 PM PDT and 9:40 PM PDT, some users may have experienced difficulties while working in Box. During this time, customer email notifications including password reset or 2-factor authentication code emails may have been delayed. The issue occurred as the result of networking issues in one Availability Zone after the rollback of a networking component release. We were able to resolve the issue by reapplying network configurations. In addition, we will be improving our rollback testing 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. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem.

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