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 August 6, 2025, between 11:20 AM and 11:34 AM PDT, some users may have experienced difficulties while working in Box. During this time, one of our database clusters experienced unexpected partial functionality degradation in Notes and Sign for a subset of users. We subsequently identified a latent configuration error that led to this database cluster entering a read-only state and as a result, automated remediation procedures were not triggered. We were able to resolve the issue by manually transitioning the database cluster into a writable state and updating the configuration for our database remediation service to work as expected. In addition, we are improving alerting and auditing our deployment procedures 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