Between July 19, 2023 8:09 PM PDT, and July 19, 2023 11:30 PM PDT, some users may have experienced difficulties while working in Box. During this time, customers may have experienced delays when using Notifications, Box Relay/Workflow, Search, Conversion and Uploads. We would like to take this opportunity to provide an analysis of this issue and the corrective actions we have taken in response.

Analysis

The issue occurred due to one of our services experiencing high latency when communicating with a backend cloud database. This caused the service to run in a degraded state. We were able to resolve the issue by adding additional capacity to the service. In addition, we are working on improving performance and reliability of the service to better handle increase in latency when communicating with the backend cloud database. 

Corrective Actions

The following corrective actions have been completed or are planned:

• Make changes to the service to improve performance and reliability to prevent the service from getting degraded due to high latency when communicating with backend cloud database.
• Add additional logging to help troubleshoot any future issues between this service and backend cloud database.
• Update our runbook on how to quickly recover if the service experiences similar issues 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