[Minor] Issue with Admin Reporting

What to do

• Check whether you use Box Enterprise Reports. 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 53m it lasted.

  Anything that failed between 2026-09-04 02:10 UTC and 2026-09-04 03:03 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 4

1. investigatingSep 4, 2026, 2:10 AM UTC

   Our team is investigating an issue with Admin Reporting. Users may experience inconsistent data in reports generated after approximately 3:30 PM Pacific Time. We will provide additional information as it becomes available.

   provider

2. identifiedSep 4, 2026, 2:16 AM UTC

   The issue has been identified and a fix is being implemented.

   provider

3. resolvedSep 4, 2026, 3:03 AM UTC

   This incident is now resolved and Box services have been restored to full functionality. If you generated reports during the impacted period, please re-run those reports. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.

   provider

4. postmortemSep 15, 2026, 9:26 PM UTC

   We recently addressed issues affecting Admin Reports on AI usage reporting. 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 3:30 PM PDT and 7:59 PM PDT on September 3, 2026, ~~—~~ some users may have experienced difficulties while working in Box. During this time, AI Unit usage reports may have shown missing, empty, or otherwise incomplete AI-usage data and related insights. The issue occurred because a third‑party data ingestion service experienced elevated error rates that interrupted ingestion into our reporting pipeline. We were able to resolve the issue after the provider deployed a mitigation, and our teams re-ran previously failing ingestion jobs and rebuilt reporting tables to backfill missing data, restoring report availability. In addition, we will pursue follow-up with the provider and take steps to reduce the likelihood of recurrence. # Analysis Upon learning of the incident, coordination with our third‑party provider was required to restore capacity. # Corrective Actions Box has initiated the following corrective actions: * Obtaining the provider's formal root‑cause analysis. * Enhancing re-try mechanisms to recover from failures. * Enhancing alerting mechanisms for failed ingestion jobs error rates and observable signs of data‑quality degradation. 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

   provider

Corrections

None so far.

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