**** UPDATED JUNE 28, 2021 09:40 AM PST ****

We recently addressed issues affecting login, upload, and download. 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.

Between March 17th at 12:41 AM and March 19th at 8:17 AM PDT, some users may have experienced difficulties while working in Box. During this time, a subset of users for some customers may have observed intermittent login failures, upload errors, and slow downloads. The issue occurred as a result of an external network maintenance by a third party provider who moved to a new switching platform for improved stability as part of their maintenance. We were able to resolve the issue by pushing a change to avoid the problematic network. In addition, we are working to improve our external network service monitoring to prevent similar issues from occurring in the future. 

Analysis 

This issue happened because a third party network provider performed a maintenance that caused a degradation to the network service for which we did not have a monitoring alert. Once the degradation was identified, we were able to re-route traffic around the problematic network path.    

Corrective Actions

The following corrective actions have been completed or are planned:

• We will be working very closely with the third party network service provider on all future maintenances of the same type.

• We will be creating new alerts that would detect network service degradation much sooner and well before they may impact customers

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

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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.

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On March 18, 2020 between 5:37 AM PDT and 7:41 AM PDT, some users may have experienced difficulties while working in Box. During this time, a subset of users for some customers (near Ashburn, VA/ East coast USA and Frankfurt, Germany in Europe) may have observed intermittent login failures. We believe the issue occurred as a result of external network maintenance by a third party provider who moved to a new switching platform for improved stability as part of their maintenance. We were able to mitigate the issue by pushing a change to avoid the problematic network path via Ashburn, VA.

Our Engineering team is continuing their investigation to identify the root cause of the failures and will be conducting a full engineering postmortem. 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.

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Sincerely,

The Box Team