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.

Between 9:16pm PDT on June 2, 2021 and 12:30pm PDT on June 3, 2021, some users may have experienced difficulties while working in Box. During this time, webhook event delivery was delayed. The issue occurred as a result of an unexpectedly configured user being deleted, causing a high number of unprocessable webhook requests. We were able to resolve the issue by temporarily lowering the retry number for failed webhook events and deleting the problematic webhooks. All delayed webhook events were delivered once the issue was resolved. In addition, we are working on improving our webhook cleanup process 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. 

Sincerely,

The Box Team