Between 3:44 PM and 4:27 PM PDT on August 19, 2026 and 10:28 AM and 11:21 AM PDT on August 24, 2026, some users may have experienced intermittent errors with some Box features, including Logins, Uploads, Downloads, and Box Sign.

The issues occurred after a rapid surge of external Box client connections overwhelmed front-end capacity in the affected region, which caused an increase in server-side error rates and prevented some requests from reaching our back-end services. We restored service by working with our cloud provider and applying operational mitigations until front-end error rates returned to normal and user requests succeeded again.

Analysis

This incident highlighted opportunities to improve our detection and correlation of frontend/load balancer health signals with our application telemetry and to strengthen joint monitoring and mitigation processes with our cloud provider during large-scale client connection events. It also underscored the importance of clearer detection thresholds and runbook steps for frontend degradations, so we can escalate and remediate faster without over or under communicating impact to customers.

Corrective Actions

Box has initiated the following corrective actions:

• Improving monitoring and observability for large-scale client connection events and working with our cloud provider on coordinated mitigation strategies.
• Coordinating with our cloud provider to ensure connection rates are within expected thresholds.

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