[Minor] Issue Accessing Content for Specific Users

NOTICE AND DISCLAIMER: CUSTOMER UNDERSTANDS AND AGREES THAT THIS IS PRELIMINARY INFORMATION SUBJECT TO FURTHER REVIEW AND ANALYSIS BY BOX. TO THE BEST OF OUR KNOWLEDGE, THIS IS THE CURRENT STATE AND WILL BE UPDATED AS MORE INFORMATION IS CONFIRMED.

LAST UPDATED: NOVEMBER 25, 2019

Summary Impact

Between 1:58 PM PST and 6:17 PM PST on November 19th, a small percentage of users may have experienced difficulties while working in Box. During this time, the affected users were not able to access content on Box services. The issue occurred due to a recent code change in our database tier to add functionality to Box. The change introduced a misconfiguration on one of our user databases and, inadvertently, caused the affected user's data to be inaccessible. We were able to resolve the issue by rolling back the change and making the data available from a redundant copy.

Analysis

A full investigation determined that, as a result of a process gap, a recently added database instance contained a mis-matched configuration in the schema migration tool. This caused the database schema to be incorrectly updated on this database instance. In order to ensure the integrity of the data, it was determined the safest, surest recovery was to failover to a redundant copy of the database which took approximately 4 hours.

Defect Remediation

The following remediation actions have been completed or are planned:

• Update procedure for adding a new database instance to address missing tool configuration steps.
• Add additional validation code in the database schema migration tool to abort the schema change operation in this kind of scenario.

We are continuously working to improve Box and want to make sure we are delivering the best product and user experience. 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