[Critical] Customers may have experienced issues using Admin Console

We recently addressed issues affecting Box Admin Console. 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 05:33 AM and 06:07 AM PDT on August 22, 2025, some users may have experienced difficulties while working in Box. During this time, Box Admin Console was unavailable. The issue occurred due to a recent configuration change, and we were able to resolve the issue by reverting the change back. In addition, we are working to improve our processes to verify the configuration to prevent similar issues from occurring in the future. 

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Analysis

The issue was caused by an invalid configuration that was deployed to a service on which the Box Admin Console depends. The configuration was changed in order to migrate one of the modules that is used by the Box Admin Console, as a part of our ongoing effort to improve the service quality and reliability. Once we identified the issue, we reverted the configuration to a previous state and restored the service.

After remediation, we identified how to improve the system to avoid degradations caused by configuration changes.

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Corrective Actions

Box has initiated the following corrective actions:

• Tune observability to ensure that the service delivered as expected by customers.
• Implement graceful handling of the configuration to avoid degradation of the entire Box Admin Console.
• Update necessary documentation.

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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