We recently addressed issues affecting uploads, downloads and notes. 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 October 19, 2022 between 6:34 AM PDT and 9:25 AM PDT, some users may have experienced difficulties while working in Box. During this time, some Box users may have experienced issues with uploads, downloads, notes, and public API. The issue occurred as a result of an IPSec link failure, which resulted in intermittent packet loss and latency.

‌

_Analysis _

‌

As Box moves to GCP, we are in a transitionary period where we run a subset our services on GCP and on-prem. During a recent event, we had a secure network link failure that caused traffic saturation. During this time, services connecting GCP and our on-prem data center had communication impact, which led to an impact to Box services used by customers.

‌

Corrective Actions

The following corrective actions have been completed:

• Quickly recovered the failed link to address the underlying issue.
• Doubled additional capacity to avoid this issue from occurring again 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