[Critical] Issues with All Files Page, Box Notes, API calls, logins and downloads

What to do

• Check whether you use Box in us. 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 1h 14m it lasted.

  Anything that failed between 2026-09-29 14:15 UTC and 2026-09-29 15:30 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 occurred when several database instances simultaneously became unavailable due to a disruption in our cloud-managed infrastructure.

Updates from Box 2

1. resolvedSep 29, 2026, 3:30 PM UTC

   From approximately 06.39 AM to 06:44 AM US Pacific time, we observed an issue impacting All Files Page, Box Notes, API calls, logins and downloads. Our systems automatically detected and corrected the underlying issue. 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 27, 2026, 9:25 PM UTC

   We recently addressed an issue that briefly affected the All Files page, Box Notes, API traffic, logins, and downloads in Box. We would like to take the opportunity to further explain this issue and the steps we have taken to keep it from happening in the future. On Tuesday, September 29, 2026 between approximately 6:39 AM PDT and 6:44 AM PDT, some customers may have experienced errors when using Box. The issue occurred when several database instances simultaneously became unavailable due to a disruption in our cloud-managed infrastructure. Our internal systems detected the unhealthy instances and automatically rerouted traffic to a healthy copy, which fully restored service availability. # Analysis Our database service is generally deployed evenly across multiple availability zones in order to reduce coupling to a single failure domain within our cloud infrastructure. However, VM scheduling within a given availability zone is managed by the compute service itself. In this instance, several VMs within a single availability zone were attached to a shared network device prior to the incident. When that device experienced a brief interruption, multiple database instances simultaneously became unavailable. Our systems retain warmed copies of the database instances to take over in the event of a hardware failure, and continuously monitor the health of the service. Within minutes of the impact start, this system correctly detected the issue and successfully remediated the problem by redirecting traffic from the unhealthy instance to a healthy copy. At this point, customers using Box saw errors subside and service return to normal. # Corrective Actions Box has initiated the following corrective actions: * Analyzing and optimizing the response time for our health checking services to more quickly remediate similar issues. * Ensuring that our health checking services are resilient to potentially larger, concurrent failures across our database fleet. ‌ 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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