[Critical] Issue with Downloads

What to do

• Check whether you use Box Uploads/Downloads, Uploads/Downloads, Japan, Japan/Singapore and 1 more in apac, jp. 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 44m it lasted.

  Anything that failed between 2026-08-25 06:53 UTC and 2026-08-25 07:37 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 5

1. investigatingAug 25, 2026, 6:53 AM UTC

   Our team is investigating an issue with Downloads. Users of Box Zones in Asian region may be unable to download files from Box. We will provide additional information as it becomes available.

   provider

2. identifiedAug 25, 2026, 7:07 AM UTC

   Our team has taken steps to remediate this issue and is seeing improvement for Downloads for users of Box Zones in the Asian region. We are continuing to monitor for any additional impact.

   provider

3. monitoringAug 25, 2026, 7:13 AM UTC

   We are continuing to monitor for any additional impact.

   provider

4. resolvedAug 25, 2026, 7:37 AM UTC

   After further monitoring, this incident is now considered resolved. If you continue to experience any issues, please contact Box Support at https://support.box.com.

   provider

5. postmortemSep 16, 2026, 11:01 PM UTC

   We recently addressed issues affecting Downloads \(including ZIP downloads\) 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. Between August 24, 2026 at 11:25 PM PDT and August 25, 2026 at 12:05 AM PDT, some Box Zones Japan users may have had a degraded download experience. The disruption was caused by an unusual traffic pattern that placed unexpected strain on capacity in the region. Once the impact was identified we restored service by directing download traffic to another region and adding capacity. Downloads returned to normal by 12:05 AM PDT. Once confirming that the issue had been addressed, we returned traffic to the original region. Of note, even during the period of temporary traffic redirection, all Box Zones customer content was stored in the correct Box Zones region. # Analysis This incident highlighted opportunities to make our systems more resilient to unusual traffic patterns, to strengthen regional capacity safeguards, and to further improve monitoring so that conditions like these are detected and addressed before affecting customers. # Corrective Actions Box has initiated the following corrective actions: * Improving safeguards so that unusual activity in one part of the system cannot affect unrelated services. * Strengthening regional capacity protections and automated recovery. * Enhancing monitoring and alerting so we detect and resolve similar conditions faster. 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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