We recently addressed issues affecting Box. 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.

On June 7, 2022 between 7:03 PM and 8:33 PM PDT, some users may have experienced difficulties while working in Box. During this time, Downloads, Uploads, Notes, and Public API were impacted.

Analysis

The issue occurred when one of our internal services experienced abnormally high traffic and accumulated more requests than it could handle. Due to the abnormally high traffic, the impacted service was temporarily unable to keep up with demand, which caused the service to fail. As a result, some users were not able to download files or experienced delays while working in Box. We were able to resolve the issue by allocating more hardware capacity to the service. In addition, we are working on improving our capacity planning and testing processes to prevent similar issues from occurring in the future. 

Corrective Actions

To prevent issues of this type from happening again, the following corrective actions have been completed or are planned:

• Increasing hardware allocation to the affected services to reduce the likelihood that these services will experience similar issues.
• Making improvements to our capacity planning and testing processes to reduce the likelihood of this issue recurring 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