# \[Medium\] Issue with multiple reports - Provider: [Box](https://down.guide/box) - Level: confirmed - Impact: Partial outage - lasted 4d 20h - started 2026-09-30 18:08 UTC - Enterprise Reports - id: DWN-d3ed332e3e - Official page: https://stspg.io/jttbktzfwt3s ## Root cause > One of these jobs experienced substantially increased latency due to a performance regression introduced within our cloud-managed data warehouse. [Postmortem](https://stspg.io/jttbktzfwt3s) ## Updates from Box ### 2026-09-30 18:08 UTC: monitoring We are monitoring an issue affecting User Engagement Reports and collaboration-related insights in the Admin Console. Some data may be missing or out of date. We have taken steps to restore data processing and are validating recovery. ### 2026-09-30 18:53 UTC: monitoring Data recovery is progressing. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ### 2026-09-30 19:51 UTC: monitoring Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ### 2026-09-30 20:47 UTC: monitoring Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ### 2026-09-30 21:23 UTC: monitoring Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ### 2026-09-30 22:17 UTC: monitoring Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ### 2026-10-01 00:02 UTC: monitoring Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ### 2026-10-01 04:03 UTC: monitoring Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ### 2026-10-01 07:11 UTC: monitoring Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ### 2026-10-01 09:11 UTC: monitoring Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ### 2026-10-01 11:13 UTC: monitoring Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ### 2026-10-01 13:26 UTC: monitoring Many report types (including User Engagement and Folders & Files reports) and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We will provide our next update when the status changes. ### 2026-10-01 14:44 UTC: identified The issue has been identified and a fix is being implemented. ### 2026-10-01 21:28 UTC: identified We continue working to restore current data across affected reports and collaboration-related insights. Some customers may see missing or outdated values in their reporting. Recovery work remains in progress. ### 2026-10-02 10:03 UTC: monitoring Recovery work remains in progress. We will provide our next update when the status changes. ### 2026-10-02 16:58 UTC: identified We continue working to restore current data across affected reports and Admin Console insights. Currently identified affected reports include Bandwidth Usage by Files and Folders, Classification, Collaborations, Disposition, Folders & Files, Legal Hold Content, Legal Hold Custodians, Outbound Collaboration, Retention, Shared Links, User Engagement, Folder Collaborations, and Folder Shared Links. Storage and Content Growth insights are also affected. These reports and insights may show missing or outdated values. User Engagement Reports may show values of zero. ### 2026-10-05 14:09 UTC: resolved After further monitoring, this incident is now considered resolved. The Report Service has been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com. ### 2026-11-02 00:05 UTC: postmortem We recently addressed issues that affected reporting and Admin Console insights 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. ‌ From September 29, 2026 to October 3, 2026, customers may have experienced outdated or unavailable data across select reports and Admin Console insights. A performance regression in our cloud-managed data warehouse introduced timeouts in our analytics data pipeline, which impacted data freshness until the provider resolved the underlying issue. # Analysis ‌ Our analytics data pipeline is comprised of several scheduled jobs which maintain data freshness and accuracy. One of these jobs experienced substantially increased latency due to a performance regression introduced within our cloud-managed data warehouse. This led to the job exceeding timeout thresholds and failing to update the latest analytics data. Reporting and Admin Insights thereby became unable to serve this data, and temporarily displayed zeroed, delayed, or partially missing data in customer reports. ‌ On-call engineers manually mitigated these jobs by backfilling data in batches, while we simultaneously partnered with our cloud provider to identify a root cause. The issue was remediated when our cloud provider deployed a performance optimization addressing the underlying issue. Automated jobs resumed processing without timing out, completing a full backfill of all delayed analytics data and continually updating reporting data within typical freshness. ‌ # Corrective Actions Box has initiated the following corrective actions: ‌ \* Designing and implementing a more scalable data model for our analytics pipeline to improve its overall performance and resilience to regressions in our cloud data warehouse. \* Enhancing observability for data analytics jobs and query performance to improve detection and diagnosis of similar incidents in the future. \* Partnering with our cloud provider to improve proactive detection and prevention of performance regressions. ‌ 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 --- down.guide reads providers' official status pages every minute and adds its own evidence, always labeled. Free, no account. Agents: MCP at https://down.guide/mcp, REST at https://down.guide/api/v1, feeds at https://down.guide/feed. Built by Sazabi (https://sazabi.com/?utm_source=down-guide&utm_medium=markdown).