# \[Critical\] Issues with Multiple Box Services

- Provider: [Box](https://down.guide/providers/box)
- Confidence: Confirmed
- Impact: Major outage
- lasted 5m
- started 2026-10-08 09:27 UTC
- Content API, Login/SSO, Web Application +20
- Box states the impact was 2026-10-08 08:48 to 09:08 UTC (20m)
- id: DWN-870d817f34
- Official page: https://stspg.io/245w7lxl0mkv

## Root cause
> A deployment initiated by our cloud provider resulted in latency across several of our database volumes causing database requests to stall.

Category: Deploy or config change. [Postmortem](https://stspg.io/245w7lxl0mkv)

## Updates from Box
### 2026-10-08 09:27 UTC: investigating
We are investigating an ongoing issue affecting All Files page, API, uploads, downloads, Box Sign and Notes. We will provide more information as soon as it is available.

### 2026-10-08 09:33 UTC: resolved
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.

### 2026-11-09 07:59 UTC: postmortem
We recently addressed an issue that affected several Box services. We would like to take the opportunity to further explain what happened and the steps we have taken to keep it from happening in the future.
On Thursday, October 8, 2026, between 1:48 AM and 2:08 AM PDT, some customers may have experienced high error rates, slowness, and intermittent service unavailability across several Box capabilities, including All Files, API integrations, Web and SSO logins, Box Sign, Uploads, and Downloads. 
A deployment initiated by our cloud provider resulted in latency across several of our database volumes causing database requests to stall. The incident was resolved after our cloud provider identified the performance regression and rolled back the offending change.
Analysis
Our database service is deployed across multiple availability zones to provide high availability and redundancy. Typically, our systems detect if an active database instance fails or becomes unreachable and redirect traffic away from the impacted instance to replicas in alternate zones.
During this incident, our cloud provider was deploying an update to a single availability zone that inadvertently caused severe disk read latency without failing explicitly or timing out, which caused pending storage operations and database queries to hang. This incident impacted several of our databases in the affected availability zone which led to widespread slowness and timeouts. However, automated health-checking systems did not detect failure because database instances remained responsive to health checks. Consequently, traffic was not automatically redirected and the degraded instances continued to receive requests that they could not process.
Once our cloud provider detected the degradation, they immediately paused and rolled back the change, at which point our database performance returned to baseline and all degraded services recovered.
Corrective Actions
Box is taking the following actions to improve system resilience:
\* Upgrading health checks to perform more comprehensive system health evaluation and validate end-to-end query responsiveness.
\* Ensuring health-checking and remediation services perform effectively under concurrent, multi-instance failures during widespread zonal degradation.
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

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