[Major] Customers may have experienced issues with Login, SSO, Uploads and Downloads

Update timeline

1. resolved May 19, 2025, 09:19 AM UTC

   From approximately 01:08 AM to 01:18 AM US Pacific time, we observed an issue impacting Login, SSO, Uploads and Downloads. Our engineering teams detected and corrected the underlying issue. There is no current impact and no further updates will be provided here. If you continue to experience any issues, please contact Box Support at https://support.box.com.

2. postmortem May 29, 2025, 06:52 PM UTC

   On May 19, 2025 between 1:08 AM PT and 1:18 AM PT, some users may have experienced difficulties while working in Box. During this time, users may have seen intermittent errors when interacting with Box services. This issue was caused by a temporary failure in an underlying network component provided by one of our third-party service providers. The disruption was automatically resolved when the service provider mitigated the issue. Upon further analysis from our cloud provider, we’ve determined that this was an isolated incident with a very low probability of repeat. Our automation correctly caught the issue and triggered automatic recovery, limiting the impact duration to 10 min. 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