Box experienced a major incident on July 23, 2026 affecting Sharing (Shared Links), lasting 1h 56m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 23, 2026, 09:45 AM UTC
We are investigating an ongoing issue affecting metadata updates using File Request. We will provide more information as soon as it is available. Users of this service may face delays in metadata updates while attempting to upload files using File Request.
- identified Jul 23, 2026, 11:05 AM UTC
The underlying cause of the issue has been identified and efforts are underway to restore stability. Box continues remediation efforts to fully restore the metadata functionality of File Requests.
- resolved Jul 23, 2026, 11:42 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 Aug 05, 2026, 02:03 AM UTC
Between July 22, 2026 at 09:10 AM PDT and July 23, 2026 at 03:36 PM PDT, some customers may have experienced delays to metadata updates on files submitted via File Request. The issue affected metadata being applied promptly after a File Request submission, causing visible latency for a subset of users. This was caused by a surge of failed metadata processing events that created a processing backlog. The team reduced the backlog and restored normal metadata update behavior, and by 03:36 PM PDT on July 23, the service was returning metadata updates without delay. We are reviewing our event processing practices to help prevent similar incidents 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