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.

[Major] Latency with Some Box Services
Incident Report for Box

We recently addressed issues affecting permissions checks in multiple Box services. 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.

On November 23rd, 2022 between 10:39 AM and 11:29 AM, some users may have experienced difficulties while accessing content in Box. During this time, permissions checks were not available for certain workflows, which caused multiple services to stop allowing access. The issue occurred due to a non-backward-compatible change that was introduced while adding a feature intended to improve the performance of permissions checks. We were able to resolve the issue by reverting the change. In addition, we are working to improve our testing and monitoring processes to prevent similar issues from occurring in the future. 


Permissions checks depend on a schema. In order to make checks faster, we are adding support for bulk lookups, a feature that will reduce the number of requests to other internal services and thus improve the response time. Some new fields required for the bulk-lookups feature were added in a way that made the change non-backward-compatible, causing services to fail in production. This failure rendered the permissions system temporarily unable to grant access to certain content in Box.

Corrective Actions

The following corrective actions have been completed or are planned:

  • Add tests to ensure backwards-compatibility.
  • Enhance our code-review checklist to add looking for non-backwards-compatible changes.
  • Improve our deployment process to add more training for developers who publish permissions changes.

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. 

The Box Team

Posted Nov 29, 2022 - 12:39 PST

From approximately 10:30AM-11:37AM PT, users may have experienced intermittent issues loading some Box services including the Admin Console, Collections, Annotations, File Request Links, Notification Center, and Relay. This issue was automatically detected by our internal monitoring and a fix was implemented. If you are still experiencing any issues with these services, please contact Box Support via
Posted Nov 23, 2022 - 10:30 PST