Box experienced a critical incident on May 7, 2026 affecting Box Shield (Auto Classification) and Box Hubs and 1 more component, lasting 1h 47m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 07, 2026, 01:20 AM UTC
We are investigating an ongoing issue affecting folder, collections, Box AI and Hubs. Customers may experience seeing errors when loading folders, collections, Box AI and Hubs. We will provide more information as soon as it is available.
- identified May 07, 2026, 01:52 AM UTC
Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.
- identified May 07, 2026, 02:12 AM UTC
Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.
- monitoring May 07, 2026, 02:32 AM UTC
Our team has taken steps to remediate this issue and is seeing improvement in Box Folder, Collections, Box AI, Hubs, and Classification. We are continuing to monitor for any additional impact.
- resolved May 07, 2026, 03:07 AM UTC
After further monitoring, this incident is now considered resolved. If you continue to experience any issues, please contact Box Support at https://support.box.com.
- postmortem May 15, 2026, 05:48 PM UTC
_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 May 6, 2026 between 5:22 PM PDT and 7:04 PM PDT, some customers experienced elevated errors and failed requests when using folder and collection browsing and Box AI features. Users may have seen missing content, timeouts, or 503-style failures during this window. Service availability was restored and customer-facing functionality returned to normal after targeted mitigations and traffic adjustments were made. Error rates and request success recovered by the end of the impact window. We are reviewing our deployment and capacity practices and further improving observability to help prevent recurrence and to detect similar issues more quickly 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