We recently addressed issues affecting Shuttle (migration service). 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 03/24/2026 08:00 PM PDT and 03/25/2026 11:40 AM PDT on Mar 24–25, 2026 — some users may have experienced difficulties while working in Box. During this time, users reported blank pages, timeouts, and failures when configuring or running migration jobs in the Shuttle interface.

‌

The issue occurred after a vendor-managed database maintenance update that included an operating system and security library change, which caused the affected database clusters to enter a read-only or degraded state and prevented normal job configuration and history access. We were able to resolve the issue after the vendor reverted the change on the affected clusters and our teams restarted the dependent services, after which we verified normal operation. In addition, we will take steps to reduce the likelihood of recurrence by improving coordination and testing for vendor-managed upgrades and strengthening our operational safeguards.

‌

Analysis

‌

This incident highlighted risks in relying on vendor-managed platform updates without staged validation across environments, and showed gaps in how quickly we could detect and isolate read-only database states. Response required close vendor collaboration to identify and revert the change; internal mitigations (service restarts and connection management) were insufficient until the vendor rollback completed. We will improve pre-upgrade controls, monitoring for early signs of degraded database state, and runbook guidance for faster mitigation.

‌

Corrective Actions

Box has initiated the following corrective actions:

‌

• Require staged validation of vendor-managed platform upgrades (dev → staging → production) before production rollout.
• Establish a coordinated upgrade/runbook with the vendor that defines pre-checks, rollback steps, and escalation pathways.
• Enhance monitoring and alerts for read-only database states, failed elections, and connection saturation to detect similar issues earlier.

‌

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