Notice and disclaimer: Box is providing this preliminary information subject to further review and analysis. To the best of our knowledge, this is the current state and we will update as more information is confirmed.

On January 8, 2021 between 12:52 PM and 1:34 PM PST, some users may have experienced difficulties while working in Box. During this time, all enterprises on one specific shard may have had issues with Uploads, Downloads, Notes and Preview. The issue occurred as a result of reverting a database configuration change in our ongoing effort to move some enterprises to a new shard to improve performance of users on that shard.  We were able to resolve the issue by rolling back the change that caused this issue. In addition, we are adding more tooling and processes to our current migration process to prevent similar issues from occurring in the future. 

We are conducting a full engineering postmortem and our overview is subject to change with further analysis and findings. We will publish the results as soon as we have concluded our investigation.

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