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: November 5, 2020

We recently addressed issues where file update events being delivered to Box Drive and Box Sync customers were significantly delayed. Below you will find further explanation of these issues and the preventative steps taken to mitigate future risk.

Between 8:09 AM PT and 6:40 PM PT on October 9, 2020 and between 5:54 PM PT and 11:13 PM PT on October 13, 2020, some users may have experienced difficulties while working in Box. During this time, file update events that were delivered from Box Cloud to Box Drive and Box Sync applications were significantly delayed. The delay caused late notifications of updates to files and folders in the users' Box folder. The issue occurred due to component restarts of services in the processing pipeline that delivers these events to the applications.  We were able to resolve the issue by minimizing planned service restarts during on-peak hours and performing them during off-peak times instead. In addition, Box will continue to monitor the services to ensure they are operating within expected performance benchmarks and ensure restarts occur during off-peak hours to 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.

Sincerely,
The Box Team