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.

[Minor] Users in Asia-Pacific region may be unable to reach Box.
Incident Report for Box
Postmortem

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 12, 2022 between 4:00 PM PST and 7:00 PM PST, some users may have experienced difficulties while working in Box. During this time, users of Box in Japan experienced increased latency and poor performance. The issue occurred as a result of a recent link addition introduced to improve performance for users in other APAC regions. We were able to resolve the issue by rolling back the change. In addition, we are evaluating options to gradually increase service to this new provider 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

Posted Jan 18, 2022 - 16:52 PST

Resolved
We have taken steps to resolve this issue and are considering the issue to be fully resolved. If you are seeing any new issues, please let us know at https://support.box.com.
Posted Jan 12, 2022 - 19:14 PST
Monitoring
The Engineering team has been able to identify the issue and have implemented a fix. We currently as seeing a drastic decrease in errors and are monitoring the situation. If you are experiencing any issues, please don't hesitate to submit a ticket at support.box.com.
Posted Jan 12, 2022 - 19:03 PST
Investigating
We are currently investigating an issue where some users in the Asia-Pacific region are unable to access Box via Box.com, Box Drive, and Box Notes. Box engineers are actively reviewing the issue and will post updates at the next change in status.
Posted Jan 12, 2022 - 18:56 PST
This incident affected: Box Web Application (Login/SSO, Uploads/Downloads, Admin Console & Functionality), Box Notes (Web Application, Desktop Client), Mobile Applications (Uploads/Downloads), and Box Website.