[Medium] Issue with File Requests

What to do

• Check whether your product depends on Box. 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 0m it lasted.

  Anything that failed between 2026-10-02 03:43 UTC and 2026-10-01 10:00 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.

Root cause

The issue was caused by a change to how File Requests upload pages are packaged for production, which made them incompatible with the service that delivers them.

Updates from Box 2

1. resolvedOct 1, 2026, 10:00 AM UTC

   From approximately 2:50 AM to 3:30 AM PDT on Oct 01, 2026, we observed an issue impacting File Requests. 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.

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2. postmortemOct 21, 2026, 7:01 PM UTC

   We recently addressed issues affecting File Requests in Box. 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. On October 1, 2026 between 2:50 AM and 3:30 AM PT, some customers may have experienced File Requests upload pages rendering as garbled text and unavailable File Request links, preventing users from accessing File Requests upload pages and File Request links. Service was restored at 3:30 AM PT. # Analysis The issue was caused by a change to how File Requests upload pages are packaged for production, which made them incompatible with the service that delivers them. As a result, the pages displayed as garbled text. Rolling back to the previous release restored the pages, and we have since configured our deployments to keep using the compatible format. # Corrective Actions Box has initiated the following corrective actions: * Correcting the deployment configuration for File Requests upload pages so they are always packaged in a format the delivering service can read. * Adding a mandatory pre-release check that automatically stops a rollout if File Requests and Forms pages fail validation in production. * Strengthening monitoring of File Requests upload pages so rendering issues are detected and addressed before customers are affected. ‌ 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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