[Critical] Issues with All Files Page, API calls, Logins and Box Notes

Update timeline

1. investigating Sep 15, 2025, 09:54 AM UTC

   Our team is investigating an issue with All Files Page, API calls, Logins and Box Notes. Users may see errors or slowness when using Box. We will provide additional information as it becomes available.

2. identified Sep 15, 2025, 10:01 AM UTC

   Our team has identified the underlying cause of this issue and is working to take remediating steps. We're still observing issues with Box Sign. We will provide additional updates as they become available.

3. identified Sep 15, 2025, 10:33 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.

4. monitoring Sep 15, 2025, 11:09 AM UTC

   Our team has taken steps to remediate this issue and is seeing improvement for our services. We are continuing to monitor for any additional impact.

5. resolved Sep 15, 2025, 11:46 AM UTC

   After further monitoring, this incident is now considered resolved. Our Service has been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

6. postmortem Sep 19, 2025, 09:43 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 September 15, 2025, between 2:23 AM and 2:43 AM PT, some users may have experienced slowness and errors when accessing Box. During this time, some of our database clusters encountered unexpected issues. Our automated remediation systems began responding to the failures, and one affected database cluster was restored quickly. For the remaining clusters, remediation attempts were delayed due to conflicting maintenance occurring at the same time. Our engineering teams then intervened manually to failover the impacted database systems, which restored service for majority of the users. Between 2:43 AM and 4:43 AM PT, a limited number of users may have continued to experience slowness and errors when interacting with some Box features. To restore full service to all users, additional manual configuration changes were applied. We are working on improvements to our automated remediation systems to help 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. 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