Box outage history

Our team is investigating an issue with Admin Reporting. Users may experience inconsistent data in reports generated after approximately 3:30 PM Pacific Time. We will provide additional information as it becomes available.

The issue has been identified and a fix is being implemented.

This incident is now resolved and Box services have been restored to full functionality. If you generated reports during the impacted period, please re-run those reports. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.

We are investigating an ongoing issue affecting Box Hubs shared links. Users may face issues with accessing Box Hubs using Shared Links. We will provide more information as soon as it is available.

Box continues remediation efforts to restore full functionality to Box Hubs access via Shared Link. The underlying cause of the issue has been identified and efforts are underway to restore stability.

After further monitoring, this incident is now considered resolved. Box services have been restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.

_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 may update as more information is confirmed._ Between August 27, 2026 at 11:18 PM PDT and August 28, 2026 at 2:48 AM PDT some customers may have been unable to access Box Hubs using shared links. Other Box functionality, such as file and folder access, was not broadly affected. The issue occurred as a result of a recent code change in our ongoing effort to improve performance. We were able to resolve the issue by rolling back the change so traffic returned to the previous behavior. We are conducting a full engineering postmortem, including a review of our deployment and configuration practices, to reduce the chance of similar issues in the future. 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

Our team is investigating an issue with Downloads. Users of Box Zones in Asian region may be unable to download files from Box. We will provide additional information as it becomes available.

Our team has taken steps to remediate this issue and is seeing improvement for Downloads for users of Box Zones in the Asian region. We are continuing to monitor for any additional impact.

We are continuing to monitor for any additional impact.

After further monitoring, this incident is now considered resolved. If you continue to experience any issues, please contact Box Support at https://support.box.com.

Our team is investigating an issue with Uploads. Users may see errors or slowness when attempting to upload items to Box. We will provide additional information as it becomes available.

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

Our team has taken steps to remediate this issue and is seeing improvement for the Upload service. We are continuing to monitor for any additional impact.

Our team is investigating an issue with Uploads. Users may see errors or slowness when attempting to upload items to Box. We will provide additional information as it becomes available.

Our team has taken steps to remediate this issue and is seeing improvement for the Upload service. We are continuing to monitor for any additional impact.

After further monitoring, this incident is now considered resolved. If you continue to experience any issues, please contact Box Support at https://support.box.com.

_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 may update as more information is confirmed._ On August 24, 2026 between 2:03 PM PDT and 2:24 PM PDT, some customers experienced degraded upload performance, elevated errors, and reduced availability for certain user operations. The issue was caused by an internal background clean-up process that generated an unexpectedly high volume of requests and overloaded part of our back-end system. We applied an immediate mitigation to stop the offending traffic, and service levels returned to normal within minutes. We are reviewing the recent changes and retry behavior that contributed to this event and are working to prevent recurrence. 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

From approximately 10:28 AM to 10:35 AM US Pacific time, we observed an issue intermittently impacting some Logins and the Files page view. Our systems automatically detected and corrected the underlying issue. There is no current impact and no further updates will be provided here. If you continue to experience any issues, please contact Box Support at https://support.box.com.

_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 may update as more information is confirmed._ On August 24, 2026 between 10:28 AM PDT and 10:35 AM PDT, some customers may have experienced failures signing in and intermittent inability to access files and other core Box features. The disruption was caused by a traffic increase at our edge load-balancers that delayed requests to back-end services. Error rates returned to normal after the traffic spike subsided and services recovered. We are reviewing our load-balancing and client-connection practices and working with our cloud provider to reduce the likelihood of recurrence. 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

From approximately 2:42 AM to 2:45 AM PDT (US Pacific Time), we observed an issue impacting Box Notes. Our systems automatically detected and corrected the underlying issue. There is no current impact and no further updates will be provided here. If you continue to experience any issues, please contact Box Support at https://support.box.com.

Our team is investigating an issue with Microsoft Office Integration and Box Edit. Users may see errors or slowness when attempting to access Microsoft Office via Box, and using Box Edit. We will provide additional information as it becomes available.

We are continuing to investigate this issue.

Our team has taken steps to remediate this issue and is seeing improvement on Microsoft Office Integration and Box Edit service. We are continuing to monitor for any additional impact.

After further monitoring, this incident is now considered resolved. Microsoft Office Integration and Box Edit Services have been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

_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 may update as more information is confirmed._ On August 19, 2026 between 4:17 PM and 6:19 PM PT, some customers experienced errors or delays when opening files using Microsoft Office Online and when using related integrations such as Open With, Box Edit, and iWork. A limited subset of folder views in All Files that rely on those integrations may also have been affected. The issue occurred because of a recent release that led to elevated errors and latency for some users. When we reverted the change, service metrics returned to normal. Customer testing showed restoration by 6:19 PM PT. We are reviewing our deployment and release processes to help prevent recurrence. Additionally, 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

Between 3:44pm PDT to 3:49pm PDT on August 19th 2026,we observed an issue impacting Login, All Files, Uploads, Downloads and Box API. No further impact has been observed and we are considering this issue to be resolved. If you are still experiencing any issues, please let us know at https://support.box.com.

_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 may update as more information is confirmed._ On August 19, 2026 between 3:44pm PDT to 3:49pm PDT, some users may have experienced difficulties while working in Box. When attempting to access Box during this time, some users may have seen an error message. Preview, and Box Notes functionalities were impacted. This occurred because of an issue affecting Box’s critical third party cloud ingress services. We are conducting a full engineering postmortem in conjunction with our cloud provider, 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

Our team is investigating an issue on All Files page, in the WebApp. Users may see errors or slowness when attempting to access files or folders. We will provide additional information as it becomes available.

Our team has taken steps to remediate this issue and is seeing improvement on the All Files page service. We are continuing to monitor for any additional impact.

After further monitoring, this incident is now considered resolved. All Files Page Service has been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

Our team is investigating an issue affecting multiple Box services. Users may experience errors or failures when using multiple Box services. We will provide additional information as it becomes available.

Our team is continuing to investigate the issue. We will provide additional information as it becomes available.

Our team is continuing to investigate the underlying issue. There is no current ongoing impact. We will provide additional information as it becomes available.

Our team is working with our cloud hosting provider to continue to investigate the issue. There is no current ongoing impact. We will provide additional information as it becomes available.

Our team has taken steps to remediate this issue and the Box service has returned to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

_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 may update as more information is confirmed._ On Aug 6, 2026 between 6:42 PM PDT and 6:48 PM PDT and again between 7:27 PM to 7:33 PM PDT, some customers may have experienced intermittent failures affecting login, uploads/downloads, Notes, Box AI, and API access in Box. The disruptions were caused by a temporary resource exhaustion on our front‑end infrastructure. 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

From approximately 6:42 PM to 6:48 PM PDT, we observed an issue impacting multiple Box services. Users may have experienced errors or been unable to complete actions during that time. There is no current impact and no further updates will be provided here. If you continue to experience any issues, please contact Support at https://support.box.com.

Our team is investigating an issue with Uploads and Downloads in Box. Users may see errors or slowness when attempting to upload or download items. We will provide additional information as it becomes available.

Our team has taken steps to remediate this issue and the uploads and downloads service has returned to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

On August 4, 2026 between 12:10 PM PDT and 1:20 PM PDT, some customers experienced failures and delays when uploading files to Box. The problem was caused by a routing issue on our frontend load balancers. We restored service by rerouting upload traffic and provisioning additional capacity. # Analysis A temporary network connectivity disruption impacted a small part of our load balancing fleet, causing a spike of TCP retransmit errors. Our engineering team mitigated the impact by redirecting traffic away from the affected region, which restored normal upload operations and resolved the errors. This incident highlighted opportunities to improve observable signals and alerting for TCP retransmit errors. # Corrective Actions Box has initiated the following corrective actions: * Improve monitoring and alerting for the isolated TCP retransmit issues. * Review and update operational runbooks for isolating problematic instances and for capacity management to shorten time to mitigation. ‌ 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

From approximately 8:21 AM to 8:33 AM PDT, we observed an issue impacting Box Sign. Our systems automatically detected and corrected the underlying issue. There is no current impact and no further updates will be provided here. If you continue to experience any issues, please contact Box Support at https://support.box.com.

Our team is investigating an issue with Box Shuttle Standalone. Users may have issues to access, configure or create new Shuttle job details. We will provide additional information as it becomes available.

Our team has taken steps to remediate this issue and is seeing improvement for the Box Shuttle service (Standalone). We are continuing to monitor for any additional impact.

After further monitoring, this incident is now considered resolved. Box Shuttle Service has been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

We recently addressed issues affecting Shuttle standalone jobs. 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 3:41 AM and 3:57 AM PDT on July 31, 2026, some customers using Shuttle Standalone could sign in to their Shuttle Standalone accounts and view their dashboards, but could not view job details, change job settings, or create new standalone jobs. The Shuttle native experience was not affected. After we restored service, we confirmed that customers could access existing jobs and create new ones. # Analysis A misconfiguration in Shuttle resulted in depleted resources that accessed job history. This caused Shuttle pages that load job history to time out. We restored access by restarting the affected services at 3:57 AM PDT. Job management returned to normal, with no recurrence. This briefly blocked the standalone experience for affected customers, even though sign-in and the Shuttle native experience continued to work. # Corrective Actions Box has initiated the following corrective actions: * Updating the capacity allocation to avoid the recurrence of this issue * Adding monitoring to better preempt the issue from occurring 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

We are investigating an ongoing issue affecting uploads. We will provide more information as soon as it is available.

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

We are continuing to work on a fix for this issue.

Our team has taken steps to remediate this issue and is seeing improvements. We are continuing to monitor for any additional impact.

After further monitoring, this incident is now considered resolved. Box services have been restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.

We recently addressed issues affecting file uploads and edits that create new file versions. We want to explain what happened and what we have done to prevent it from happening again. Between Jul 26, 2026 4:38 PM PDT and Jul 28, 2026 10:34 AM PDT, some users may have experienced delays or failures when uploading files or saving edits that create new file versions. The impact was limited to cases with a high number of concurrent uploads or edits on the same file. During this period, concurrent upload and edit traffic contended on shared database locks while creating new file versions. Under load, an overly conservative insert locking strategy acquired locks, creating a bottleneck in the database. The contention was amplified by background processes that post-process the uploaded file and attach additional information to every new version, competing for the same locks. # Analysis This incident highlighted several opportunities for improvement: * Lock-wait failures do not appear in our usual change-stream / mutation telemetry, which delayed our investigation. * Background processes can contend with upload and edit paths that create new versions. Our development environments did not fully test this particular interaction under load. Remediation combined an immediate reduction in non-essential background scan load with a code change that relaxed the overly conservative locking behavior, while preserving the intended isolation guarantees. # Corrective Actions Box has initiated the following corrective actions: * Deploy and validate the insert-behavior fix across all live clusters \(completed and confirmed\). * Improve observability for lock-wait and timeout-driven load so contention sources are visible. 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

We are investigating an ongoing issue affecting Box Hubs. We will provide more information as soon as it is available.

Box continues remediation efforts to restore full functionality to Box Hubs. The underlying cause of the issue has been identified and efforts are underway to restore usability.

After further monitoring, this incident is now considered resolved. Box services have been restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.

We recently addressed an issue affecting Box Hubs. We’d like to take this opportunity to explain what happened and the steps we’ve taken to prevent it from happening again. Between 06:50 AM PDT to 07:26 AM PDT on July 23, 2026, some users may have experienced difficulties while working in Box. During this time, users attempting to access Box Hubs were unable to load the Hubs gallery and instead encountered a "Not Found" page. The issue occurred as a result of a recent frontend dependency update, which introduced a package version conflict that prevented the Hubs module from loading correctly. We were able to resolve the issue by rolling back the frontend application to the previous stable version, which fully restored access to Box Hubs. In addition, we are working to improve our automated pre-release testing processes to ensure that dependency updates are validated across all affected modules before reaching production, and we are enhancing our monitoring and alerting capabilities to detect and surface similar issues more quickly, to prevent similar issues from occurring in the future. # **Analysis** At the technical level, a shared package used by the core web application and the Hubs page module fell out of version alignment when the core application upgraded the dependency without a corresponding update in the Hubs module. This caused the Hubs page to crash at load time. The regression was not caught before reaching production because pre-release automated tests were scoped to core application features and did not cover dependent page modules. Once in production, detection was slowed by monitoring gaps, meaning the incident was ultimately surfaced by synthetic monitoring rather than production observability tooling. # **Corrective Actions** Box has initiated the following corrective actions: * Improving frontend error monitoring to clearly attribute client-side errors to specific pages, enabling faster detection of page-level failures in production. * Enhancing module-level observability and alerting to detect load-time failures for modules. This will ensure we are fully aware of any issues in the integration of sub-modules \(such as Hubs\) with the core web app as early as possible. * Expanding pre-release automated smoke tests to cover all page modules dependent on the core web application, ensuring that package version conflicts are caught in the release pipeline before reaching production. * Improving staging environment alerting to surface potential regressions earlier in the release process, before changes are promoted to production. 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

We are investigating an ongoing issue affecting metadata updates using File Request. We will provide more information as soon as it is available. Users of this service may face delays in metadata updates while attempting to upload files using File Request.

The underlying cause of the issue has been identified and efforts are underway to restore stability. Box continues remediation efforts to fully restore the metadata functionality of File Requests.

After further monitoring, this incident is now considered resolved. Box services have been restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.

We recently addressed an issue affecting metadata updates using File Request in Box. We would like to take the opportunity to further explain the issue and the steps we have taken to keep similar issues from happening in the future. Between 09:10 AM PDT on July 22, 2026 and 03:36 PM PDT on July 23, 2026, some users may have experienced delays in metadata updates while uploading files using File Request. The issue occurred when repeated attempts to process a subset of unsuccessful metadata events reduced available processing capacity and delayed other events. We restored the metadata functionality of File Requests by limiting unnecessary retries, reducing processing idle time, and improving the handling of failures that would not succeed when retried. In addition, we are improving retry behavior, monitoring, and response procedures for similar asynchronous processes. # Analysis At the time of the issue, the system automatically retried failed file processing. During an extended period of failures, these retries consumed most of the system's capacity, causing files to pile up in a queue. As processing slowed, more files encountered issues that retries could not resolve, further increasing the delay. We restored normal processing by temporarily reducing retry attempts, removing redundant retries, and allowing permanent failures to fail without being repeatedly processed. We continued monitoring the service before confirming that full functionality had been restored. # Corrective Actions The following corrective actions have been completed or are planned: * Completed changes to limit retries and stop repeatedly processing failures that cannot be resolved through retries. * Applying the same, improved retry handling to other asynchronous processes, preventing similar occurrences from happening to other File Request features. * Improving alerting and response procedures for processing backlogs and retained unsuccessful events to ensure that temporary issues can later be retried safely. 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

Box is investigating reports of a momentary issue with Box Edit / Microsoft Office Online. Affected services are subject to change as the investigation continues.

We are continuing to investigate this issue.

Our team has identified the underlying cause of this issue and is working to take remediating steps.

Our team has taken steps to remediate this issue and is seeing improvement for the Microsoft Online service and Box Edit.

After further monitoring, this incident is now considered resolved. Microsoft Office Online and Box Edit has been restored to full functionality.

We recently addressed issues affecting Open With integrations within Box. We would like to take this opportunity to further explain these issues and the steps we have taken to prevent them from reoccurring. Between 1:00 PM PDT and 2:40 PM PDT on July 16, 2026, some customers may have been unable to open or edit files using any Open With integration in the Box web application. During this period, affected files may have appeared unavailable or grayed out, and users may have encountered permission-related errors when launching an integration. Microsoft Office workflows, including Office Online in the browser and desktop editing through Box Edit, were among those impacted. The issue occurred after a recent service update unintentionally changed how integration workflows were handled, causing the product to return an empty set of available integration actions for affected files. We resolved the issue by reverting the service to the previously deployed version, after which service metrics and customer confirmations recovered. In addition, we are taking steps to reduce reoccurrence by improving testing, monitoring, and release practices for integration paths. # Analysis This incident highlighted opportunities to improve end-to-end testing for integration workflows and our automated detection process. The failure mode returned an empty action list rather than hard errors, which kept broad service-level signals near baseline and made the impact visible primarily through customer reports. # Corrective Actions Box has initiated the following corrective actions: * Expanded lower-environment end-to-end tests to validate Open With / Office Online behaviors after changes to integration-related code. * Added targeted monitoring and alerting for integration action and permission-check failures so regressions surface automatically. * Documented and formalized release and rollback runbooks for integration-related changes, including clear validation and rollback steps to reduce time-to-recovery. 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

We are investigating an ongoing issue affecting Box Relay. We will provide additional information as it becomes available.

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

We are continuing to work on a fix for this issue.

A fix has been implemented and we are monitoring the results.

After further monitoring, this incident is now considered resolved. Box Relay has been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

We recently addressed issues affecting Box Relay. 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 1:10 AM and 11:33 PM PT on July 14, 2026, some users may have experienced difficulties while working in Box. During this time, some users may have experienced degradation of Box Relay workflows that include a task outcome. The issue occurred as a result of a recent code change intended to improve how task assignments are handled in workflows. We were able to resolve the issue by reverting that change and restoring the previous behavior. In addition, we are improving our automated testing, monitoring, and deployment safeguards to prevent similar issues from occurring in the future.  ‌ **Analysis** A Box Relay workflow can include a task outcome, which assigns a task to one or more people. As part of that outcome, the workflow also attempts to give each assignee access to the relevant file. A recent change caused the entire task outcome to fail whenever that access-granting operation was rejected. Such a rejection is an expected condition in some configurations \(_e.g._, when the person who owns the workflow does not have sufficient permission to share the file, or when sharing restrictions are in place\) and it can occur even when the assignee already has access to the file. Previously these rejections were tolerated and the task was still created. After the change, they caused the task outcome to fail, so affected workflows stopped completing. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Adding automated test coverage for this scenario to prevent similar regressions. * Adding monitoring and alerting for workflow-processing failures, so this class of issue is detected proactively rather than through customer reports. * Refining the task-assignment logic to avoid unnecessary access-granting operations when an assignee already has access to the file. ‌ 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

Our team is investigating an issue with the Search service and Metadata queries. Users may see errors or slowness when attempting to search items in Box and / or using Metadata queries. We will provide additional information as it becomes available.

Our team is investigating an issue with the Search service, Box Sign Templates and Metadata queries. Users may see errors or slowness when attempting to search items in Box and / or using Metadata queries. We will provide additional information as it becomes available.

Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

Our team continues remediation efforts to restore full functionality to the Search service, Box Sign Templates and Metadata queries. We will provide additional updates as they become available.

Our team has taken steps to remediate this issue and is seeing improvement for the Search service, Box Sign Templates and Metadata queries. We are continuing to monitor for any additional impact.

After further monitoring, this incident is now considered resolved. Search service, Box Sign Templates and Metadata queries have been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

We recently addressed an issue that affected Box Search and related Query functionality, including the Public APIs and Box Apps features that rely on them. We would like to take the opportunity to explain what happened and the steps we have taken to prevent it from happening again. On July 7, 2026 between 06:22 AM and 08:53 AM PT, some customers may have experienced elevated latencies and intermittent errors when using the Box Search and Query functionality. Public APIs for these features, Box Apps, Web App Search, and other functionalities that depends on Search and Query APIs were also impacted. This incident was caused by a sudden surge in indexing traffic that overwhelmed services in one of our subsystems, before they could be scaled up or rate limiting could kick in. We were able to remediate the issue by isolating the offending traffic and allowing the surge of indexing work to finish processing and drain. Regular traffic routing was restored once the affected infrastructure was healthy again. # **Analysis** This incident revealed an opportunity to improve how we protect our search indexing subsystem from sudden~~,~~ and concentrated surges of load. While our stateless services can quickly autoscale horizontally, our stateful systems cannot be scaled as quickly to handle sudden surges in load. We’ve historically focused on query traffic driven load and over-provisioned to handle any increases in internally generated indexing load. This incident revealed that sudden and large indexing surges can impact stability more than we anticipated. Our safeguards did not sufficiently slow or throttle a large burst of re-indexing traffic, and a temporary configuration change in place at the time of this incident caused files to be re-indexed in full even when only non-content attributes had changed, amplifying the load. # **Corrective Actions** Box has initiated the following corrective actions: * Add per source rate limiting to the indexing pipeline so a large burst of work cannot overwhelm the subsystem. * Optimize indexing load, so files are only re-indexed when their content has actually changed. * Set safer limits on how much work the pipeline will accept at once. * Improve monitoring and alerting to detect unusual spikes in processing earlier and respond before customers are impacted. ‌ 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 this provides clarity on what occurred and the steps we are taking. We would be happy to answer any questions you may still have regarding this matter. Sincerely, The Box Team