[Minor] Impact to Uploads and Downloads
Incident Report for Box

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.

Corrective Actions

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

Posted Dec 23, 2020 - 06:13 PST

This incident has now been resolved. If you continue to have any issues with uploads or downloads using Box, please contact our support team at https://support.box.com
Posted Dec 16, 2020 - 23:42 PST
We have taken steps to to resolve this issue and are monitoring for any further impact. If you continue to see issues related to uploads and downloads, please contact Box Support at https://support.box.com
Posted Dec 16, 2020 - 23:12 PST
We are continuing to work on a fix for this issue.
Posted Dec 16, 2020 - 22:50 PST
We have identified an issue related to uploads and downloads and are taking steps to remediate. The impact is isolated to a small subset of customers that use Box Zones.
Posted Dec 16, 2020 - 22:41 PST
This incident affected: Box Web Application (Uploads/Downloads), Mobile Applications (Uploads/Downloads), and Box Platform / API (Uploads/Downloads).