For more information about our Incident Response and Communications please read this support article.
We also maintain a list of Known Product Issues separate from this site here.
[Major] Issues with Box AI
Postmortem
We recently addressed issues affecting Box AI in Notes, Preview and Hubs. We would like to take the opportunity to further explain these issues and share the steps we have taken to prevent future occurrences.
Between 5:00 PM PT and 6:30 PM PT on May 19, 2025, users may have experienced difficulties while using Box AI. During this time, many users experienced errors when trying to make queries on Box AI and were unable to receive query results. Other users experienced unusually high latencies in responses during this period. The disruption was caused by a bug in a code change deployed to one of our Box AI services. We quickly identified the problem and resolved it by rolling back the faulty release. The underlying issue has since been fixed. Additionally, we have increased testing coverage and plan to implement more latency monitoring to prevent similar issues from occurring in the future.
Analysis
At Box, we are always striving to improve the resilience of our services. The AI team implemented a code change intended to support automatic fallbacks for large language model (LLM) providers during outages. A bug in this change temporarily resulted in AI query failures, which we were able to resolve by rolling back the faulty release. This incident highlighted gaps in our latency monitoring systems and internal integration test coverage. We are committed to improving these areas to enhance system resilience and reliability.
Corrective Actions
Box has initiated the following corrective actions:
- Enhancing latency monitoring to detect issues earlier
- Making our unit testing process stronger before releasing updates
- Strengthening our integration tests to catch this class of issues before it goes out
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