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 March 19, 2025 between 3:06 AM and 4:35 AM PST, some users may have experienced difficulties while working in Box. During this time, users may have experienced slowness or occasional errors when interacting with several features in the Box webapp or public API, including Logins, Uploads/Downloads, and Notes. The issue was caused by a latent code bug in an internal health-checking service, which incorrectly determined that several caching servers were unhealthy and subsequently restarted them without following proper initialization steps. This left these caching instances in a state of being unreachable to upstream clients, so the queries that they typically serve were instead routed to our databases. This resulted in increased latency and potential timeouts in some cases. We were able to resolve the issue by temporarily routing traffic away from the impacted caching instances until they were manually restored by on-call engineers. In addition, we addressed the underlying code bug that triggered the server restarts and will provide additional controls to the health-checking service to prevent similar issues from occurring in the future.
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