We recently addressed issues affecting the Enterprise Events API. 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 3:18am PDT and 5:08am PDT on April 8th, 2022, some users may have experienced difficulties while working in Box. During this time, some requests to the Enterprise Events API returned errors. 

Analysis 

The issue occurred due to a misconfiguration in the underlying database.  Patching of the distributed data store for Enterprise Events temporarily brought the cluster into a bad state; as a result, the service responsible for Enterprise Events queries experienced request timeouts. We were able to resolve the issue by restarting the impacted service, which returned it to its baseline performance. In addition, we are working on improving our automated alerting and recovery mechanisms to prevent similar issues from occurring in the future.

Corrective Actions

The following corrective actions have been completed or are planned:

• Standardizing connection handling and health checks on the affected service to prevent recurrence and automate recovery.

• Updating the incident response process to improve recovery time for the affected service.

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