On Thursday, Nov 26, 2020, between 9:07 PM PST and 9:57 PM PST, users may have experienced difficulties while working in Box. During this time, customers attempting to use FTP to upload and download files were unable to do so. The issue occurred when our automated security update systems encountered an incompatible internal platform that itself had recently been upgraded, rendering the FTP servers inoperative. We were able to resolve the issue by temporarily suspending the automated update process. We will add new routine tests to the upgrade procedures that introduced the incompatibility in order 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. We will publish the results as soon as we have concluded our investigation.
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