Box experienced a major incident on April 29, 2025 affecting Box Relay, lasting 1h 32m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 29, 2025, 11:40 PM UTC
On 29th of April 2025 at approximately 2:36PM PST, we started investigating an ongoing issue affecting Box Relay. We will provide more information as soon as it is available.
- identified Apr 30, 2025, 12:18 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.
- resolved Apr 30, 2025, 01:13 AM UTC
After further monitoring, this incident is now considered resolved. Box services have been restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.
- postmortem May 12, 2025, 05:27 PM UTC
**Incident Summary** Between April 29, 2025 at 2:28 PM and April 29, 5:25 PM PT, some Relay users may have experienced delays in workflow execution. **Analysis** During this period, the system experienced unusually high system load, resulting in a temporary bottleneck that delayed workflow execution for a subset of users. The root cause was identified as suboptimal resource allocation within the shared compute environment that powers Relay workflow executions. **Corrective Actions** Box has initiated the following corrective actions: 1. Enhancement of internal tools to rebalance resource allocation. 2. Planned architectural improvements to isolate high-volume customer activity and protect overall system performance. We are continuously working to improve Box and want to make sure we are delivering the best product and user experience possible. We hope this has provided some clarity, and we are happy to answer any further questions you may have. Sincerely, The Box Team