[Medium] Issues with Logins, Folder and File Preview, and Shared Links

Update timeline

1. investigating Mar 20, 2026, 03:37 AM UTC

   We are investigating an ongoing issue affecting folder and file preview. Customers may experience a white or blank page when loading subfolders and accessing shared links. We will provide more information as soon as it is available.

2. identified Mar 20, 2026, 03:59 AM UTC

   The issue has been identified and a fix is being implemented.

3. investigating Mar 20, 2026, 04:13 AM UTC

   We are continuing to investigate this issue.

4. investigating Mar 20, 2026, 04:14 AM UTC

   We are continuing to investigate this issue.

5. monitoring Mar 20, 2026, 04:44 AM UTC

   A fix has been implemented and we are monitoring the results.

6. resolved Mar 20, 2026, 05:08 AM UTC

   After further monitoring, this incident is now considered resolved. Our teams have validated that all affected services are restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.

7. postmortem Apr 15, 2026, 09:10 PM UTC

   We recently addressed issues affecting the “All Files” page in Box. We would like to take the opportunity to further explain these issues and the steps we have taken to keep them from happening in the future. Between **3:00 PM PDT** and **9:34 PM PDT** on **March 19, 2026**, some users may have experienced difficulties while working in Box. During this time, users accessing Box through the web application may have encountered blank pages when navigating into folders on the “All Files” page or when opening certain shared links. The issue occurred as a result of a recent code change, made in our ongoing effort to improve performance and stability. We were able to resolve the issue by reverting the web application to the previous stable version. In addition, we are strengthening safeguards in our deployment and rollback processes to prevent similar issues from occurring in the future. **Analysis** The incident revealed areas for improvement in automation reliability, validation controls, and the consistency of rollout and rollback mechanisms, which contributed to an unintended artifact version being promoted to the production environment. **Corrective Actions** Box has initiated the following corrective actions: * **Strengthen deployment validation and gating mechanisms**: We are implementing stricter automated checks to verify artifact integrity, version correctness, and configuration alignment at each stage of the pipeline, ensuring only validated and approved builds can be promoted to production. * **Standardize and reinforce rollout and rollback procedures**: We are establishing consistent, well-documented deployment and rollback workflows with automated safeguards and audit trails to ensure reliable reversibility and prevent incorrect artifact promotion during release operations. 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