Between November 9 and November 13, 2020, some users may have experienced difficulties while working in Box. During this time, customers using Box reports may not have received all the information they needed. The issue occurred as a result of an internal infrastructure change. We were able to resolve the issue by removing the infrastructure component that underwent the change.
A configuration change in one of the components of our internal infrastructure caused a delay in the ingestion of events into some of our data stores. This change revealed that a Box proxy, a component used in the pipeline, underwent a configuration change and was not communicating correctly with other components in the infrastructure. As a result, data ingestion to our public cloud storage was failing. The public cloud datastore, as a consequence, was not able to receive all the events that were generated which affected the Box Reports service.
*The following corrective actions have been completed or are planned:
Remove the Box proxy from the infrastructure pipeline network (completed)
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.
The Box Team