Box experienced a critical incident on August 13, 2025 affecting Box Hubs and Box AI, lasting 5h 29m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 13, 2025, 05:11 AM UTC
We are investigating an ongoing issue affecting Box AI. Users may experience problem using Box AI. We will provide more information as soon as it is available.
- investigating Aug 13, 2025, 06:07 AM UTC
We are continuing to investigate this issue.
- identified Aug 13, 2025, 06:25 AM UTC
The problem has been identified, and we are observing a trend towards recovery.
- monitoring Aug 13, 2025, 06:29 AM UTC
The issue has been mitigated, and we are monitoring the results.
- monitoring Aug 13, 2025, 07:17 AM UTC
The issue has been mitigated, and we are monitoring the results.
- monitoring Aug 13, 2025, 07:35 AM UTC
Box AI has been mainly recovered, but we're still observing issues with AI features on Box Hubs. We are continuing to monitor for any additional impact.
- monitoring Aug 13, 2025, 08:24 AM UTC
We're still observing issues with AI features on Box Hubs. We are continuing to monitor for any additional impact.
- monitoring Aug 13, 2025, 08:58 AM UTC
We're still observing issues with AI features on Box Hubs. We are continuing to monitor for any additional impact.
- monitoring Aug 13, 2025, 09:58 AM UTC
We're still observing issues with AI features on Box Hubs. We are continuing to monitor for any additional impact.
- resolved Aug 13, 2025, 10:40 AM UTC
After further monitoring, this incident is now considered resolved. Box AI Service has been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.
- postmortem Aug 26, 2025, 03:36 AM UTC
We recently addressed issues affecting Box AI. 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 8/12/25 at 9:12 PM PDT and 8/13/25 at 4:00 AM PDT, some users may have experienced difficulties while working in Box. During this time, users were unable to use Box AI with Microsoft Azure-hosted AI models. The issue occurred as a result of an erroneous networking change made by one of our third-party infrastructure vendors. We were able to resolve the issue by engaging with the vendor to restore network connectivity. In addition, we’re improving our networking infrastructure to prevent similar issues from occurring in the future. **Analysis** One of our third-party infrastructure vendors made an unintentional change that interrupted the network link between our Box AI system and Microsoft Azure AI. Our systems did not have sufficient recovery logic to automatically recover and switch to an alternate API endpoint, which then led to the disruption that some customers experienced. **Corrective Actions** Box has initiated the following corrective actions: * Implement recovery logic so that Box AI can automatically recover from network-related incidents * Schedule additional testing to simulate network-related incidents impacting Box AI * Streamline internal processes to expedite Box AI service restoration in the future 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