[Medium] Issues with Box Notes

What to do

• Check whether you use Box Web Application. 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 28m it lasted.

  Anything that failed between 2026-09-28 10:04 UTC and 2026-09-28 10:31 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 cause was a recent change to how Box Notes reconnects background tabs.

Updates from Box 3

1. investigatingSep 28, 2026, 10:04 AM UTC

   Our team is investigating an issue with Box Notes. Users may see errors or slowness when creating or updating Box Notes. We will provide additional information as it becomes available.

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2. resolvedSep 28, 2026, 10:31 AM UTC

   After further monitoring, this incident is now considered resolved. The Box Note service has been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

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3. postmortemOct 21, 2026, 7:02 PM UTC

   We recently addressed issues affecting Box Notes 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 September 28, 2026, beginning at 2:35 AM PDT, during a routine maintenance operation, some Box Notes users who had the app open in a background browser tab may have seen a brief "Reconnecting" message and a short delay when they returned to the tab. No data was lost, users who were actively editing were not prevented from working, and we received no widespread customer reports. The cause was a recent change to how Box Notes reconnects background tabs. We have since fixed the reconnection behavior and verified the fix. # Analysis The cause was a recent change to how Box Notes reconnects browser tabs that are open in the background. After an infrastructure switch during a release, those tabs did not reconnect on their own and instead reconnected when customers returned to them. The release and infrastructure switch completed successfully, and background tabs reconnected gradually as customers came back to them. Normal connection levels returned by 3:33 AM PDT. # Corrective Actions Box has initiated the following corrective actions: * Fixing the reconnection behavior for background tabs so they reconnect automatically after an infrastructure switch, and verifying the fix with a controlled switch. * Adding an automated test that reproduces this scenario, to catch any regression before release in the future. * Scheduling a further review of reconnection logic with the team, paired with metrics analysis. ‌ 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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