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 WILL UPDATE AS MORE INFORMATION IS CONFIRMED.
LAST UPDATED: OCTOBER 21, 2020
We recently addressed issues affecting 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.
Between 5:35 AM PDT and 9:15 AM PDT on October 19, 2020, some users may have experienced difficulties while working in Box. During this time, some users may have experienced increased latency and errors with login, uploads, downloads, and public API calls.
The issue occurred as a result of a slowdown in interactions between critical services caused by hosts in an unhealthy state. We were able to resolve the issue by taking hosts out of rotation. In addition, we are auditing interactions between the impacted services to adjust timeouts to increase the robustness of interactions between these services and prevent similar issues from occurring in the future.
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