We recently addressed issues affecting some customers at Box. We would like to take this opportunity to explain what happened and the steps we have taken to prevent them from occurring again.

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On August 6, 2026, between 6:42 PM PDT and 6:48 PM PDT, and again between 7:27 PM PDT and 7:33 PM PDT, some customers may have experienced intermittent disruptions affecting login, uploads/downloads, Notes, Box AI, and API access in Box. The disruptions were a symptom of a temporary capacity issue in the infrastructure that managed incoming traffic to Box. We restored service by increasing capacity and adjusting our systems to better handle traffic under load.

Analysis

We recently introduced automatic capacity scaling to help Box respond more efficiently to changes in customer traffic. However, a configuration error caused our systems to release capacity too quickly, leading to repeated cycles of scaling up and scaling down. These rapid fluctuations disrupted active customer sessions and contributed to the issues described above.

Corrective Actions

Box has initiated the following corrective actions:

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• Restoring and increasing front-end capacity, and updating our scaling configuration to prevent capacity from being reduced during periods of high traffic.
• Updating our internal procedures to roll out capacity changes gradually, so that any impact is limited to a small portion of our infrastructure and broader customer impact is avoided.
• Adding alerts for connection failures and capacity thresholds to our critical escalation processes, enabling our teams to respond to similar issues more quickly in the future.

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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 this provides clarity and we would be happy to answer any remaining questions you may have regarding this matter.

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Sincerely,

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The Box Team