[Minor] Issues with Uploads

What to do

• Check whether you use Box Uploads/Downloads. Check your stack

  Paste a package.json, lockfile, Terraform or a list of domains at down.guide/stack to see every provider you depend on.

• Confirm your retries, queues and scheduled jobs caught up after the 1h 59m it lasted.

  Anything that failed between 2026-07-28 02:58 UTC and 2026-07-28 04:57 UTC may need a replay.

• Subscribe to Box's feed to hear about the next one first. RSS feed

  https://down.guide/feed?provider=box works in Slack (/feed subscribe), Discord feed bots and any RSS reader.

Updates from Box 6

1. investigatingJul 28, 2026, 2:58 AM UTC

   We are investigating an ongoing issue affecting uploads. We will provide more information as soon as it is available.

   provider

2. identifiedJul 28, 2026, 3:08 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.

   provider

3. identifiedJul 28, 2026, 4:02 AM UTC

   We are continuing to work on a fix for this issue.

   provider

4. monitoringJul 28, 2026, 4:22 AM UTC

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

   provider

5. resolvedJul 28, 2026, 4:57 AM UTC

   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.

   provider

6. postmortemAug 4, 2026, 4:09 AM UTC

   We recently addressed issues affecting file uploads and edits that create new file versions. We want to explain what happened and what we have done to prevent it from happening again. Between Jul 26, 2026 4:38 PM PDT and Jul 28, 2026 10:34 AM PDT, some users may have experienced delays or failures when uploading files or saving edits that create new file versions. The impact was limited to cases with a high number of concurrent uploads or edits on the same file. During this period, concurrent upload and edit traffic contended on shared database locks while creating new file versions. Under load, an overly conservative insert locking strategy acquired locks, creating a bottleneck in the database. The contention was amplified by background processes that post-process the uploaded file and attach additional information to every new version, competing for the same locks. # Analysis This incident highlighted several opportunities for improvement: * Lock-wait failures do not appear in our usual change-stream / mutation telemetry, which delayed our investigation. * Background processes can contend with upload and edit paths that create new versions. Our development environments did not fully test this particular interaction under load. Remediation combined an immediate reduction in non-essential background scan load with a code change that relaxed the overly conservative locking behavior, while preserving the intended isolation guarantees. # Corrective Actions Box has initiated the following corrective actions: * Deploy and validate the insert-behavior fix across all live clusters \(completed and confirmed\). * Improve observability for lock-wait and timeout-driven load so contention sources are visible. 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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Corrections

None so far.

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