We recently addressed issues affecting Zones v2 Japan. 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 December 16, 2020, between 9:15 PM and 10:35 PM PST, some users may have experienced difficulties while working in Box. During this time, uploads, downloads and previews may have failed for Zones v2 Japan customers. The issue occurred as a result of a recent code change that caused unexpected increase in log volume, causing some hosts in the Japan region to run out of disk space. We were able to temporarily mitigate the issue by routing the impacted upload and download traffic away from the Japan Zone to the Box US data centers, while maintaining the data residency of the files. We were also able to identify the cause of the issue, resolve it, and then route all the impacted traffic back to the Japan Zone on December 17, 2020 at 3:30 PM PST. In addition, we have fixed the issue with logging and addressed the gaps.
The following corrective actions have been completed or are planned:
Fixed the issue that caused increased log volume
Addressed the gaps in our monitoring
Implement guardrails and fallbacks to prevent the issue from happening again
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