On March 7, 2023 between 5:00 PM PT and March 10 11:00 AM PT, some users may have experienced difficulties while working in Box. During this time, some recently uploaded and updated documents were delayed in processing and did not appear in Search results. The issue occurred during a code change to improve Search’s processing capability. We were able to resolve the issue by removing the change and increasing the computing power of our pipeline. In addition, we have increased alerting and implemented stricter testing and more automation to prevent similar issues from occurring in the future.

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We are conducting a full engineering postmortem and our overview is subject to change with further analysis and findings. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem.

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