We recently addressed issues affecting Box Edit, Microsoft Office Online, iWork, and other integrations in Box. 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.

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Between 04:17 PM PDT and 6:30 PM PDT on August 19, 2026 some users may have experienced difficulties while working in Box. During this time, impacted users were unable to open files in Box Edit, Microsoft Office Online, iWork, and other integrations. Additionally, some users saw errors, timeouts, or slow responses while working in other areas of Box.

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The issue occurred after a deployment of a backend service that provides integration and platform functionality. The deployment introduced a regression that caused the service’s performance to degrade under peak load, which led to client timeouts and errors. We restored functionality by reverting the deployment to a previous version. We are taking steps to reduce recurrence by improving our pre-release validation and deployment safeguards, including validating the performance of the service under load, improving observability, and making defensive changes to the affected service.

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Analysis

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This incident highlighted opportunities for improving our pre-release validation to test how a change behaves under peak traffic. In this situation, a change in a backend service which handles integration and platform functionality modified its scalability characteristics under load. The service operated normally during non-peak traffic but was not able to keep up with peak traffic demand. Under peak load, the service’s thread pool became saturated, causing requests to queue while waiting for an available worker and increasing latency.

Corrective Actions

Box has initiated the following corrective actions:

• Strengthening pre-release validation to include tests that better simulate peak traffic and scaling behavior for the affected service.
• Improving observability so that scaling issues are more readily detected.
• Implementing defensive changes in the affected service to reduce impact if a similar performance degradation were to occur.

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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 we have provided some clarity here and we would be happy to answer any questions you may still have regarding this matter.

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Sincerely,

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The Box Team