Box Status

Postmortem: Notice and disclaimer: Box is providing this preliminary information subject to further review and analysis. To the best of our knowledge, this is the current state and we may update as more information is confirmed.

‌

On February 19, 2025 between 11:12 am and 12:15 pm PST, some users may have experienced difficulties while working with Box. During this time, users may have experienced degradation of Public API, Login, Box Sign, Shared Links and Notes services.

Root Cause

One of Box’s core services, SIS, uses a set of authentication and authorization keys. These keys enable SIS to connect with a NoSQL database. This connection allows the service to retrieve rules that are essential for its business logic. As part of routine maintenance in rotating these keys, some of them were mistakenly assumed to be no longer necessary and deleted. However, one service was still dependent on these keys; as a result, it failed the authentication and was unable to retrieve these business rules. The impact of this was detected through a drop in Box’s User Availability metrics at 11:15am PST and by 11:52am PST, this drop was traced to the operation of deletion of these keys.

Resolution

Once a new set of keys was generated and quickly reinstated, the SIS service began to recover. As a result, all requests started to process without any errors.

Futureproofing

All services that currently use keys to authenticate with Box’s cloud provider’s native services will be reviewed. Additionally, we are planning to migrate these services to a different process for authentication and authorization that would eliminate the need for the existing key management system and any errors that it can introduce.

‌

We are conducting a full engineering postmortem and our overview is subject to change with further analysis and findings. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem.

‌

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

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

Monitoring: All services should now be returned to full functionality. We are continuing to monitor for any additional impact.

Monitoring: All services should now be returned to full functionality. We are continuing to monitor for any additional impact.

Monitoring: Our team has taken steps to remediate this issue and is seeing improvement for Uploads/Downloads/API service. We are continuing to monitor for any additional impact.

Monitoring: Our team has taken steps to remediate this issue and is seeing improvement for Uploads/Downloads/API service. We are continuing to monitor for any additional impact.

Identified: Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

Investigating: Starting at approximately 11:20AM PST, customer may be seeing issues with Uploads/Downloads and slowness when accessing their All Files page. We are actively investigating this issue and will be providing updates as we work to resolve.

Our team is investigating an issue with Uploads/Downloads/API errors when utilizing Box. Users may see errors or slowness when attempting to upload/download items to Box. We will provide additional information as it becomes available.

Investigating: We are currently investigating this issue.

Postmortem: Notice and disclaimer: Box is providing this preliminary information subject to further review and analysis. To the best of our knowledge, this is the current state and we may update as more information is confirmed.

‌

On February 19, 2025 between 11:12 am and 12:15 pm PST, some users may have experienced difficulties while working with Box. During this time, users may have experienced degradation of Public API, Login, Box Sign, Shared Links and Notes services.

Root Cause

One of Box’s core services, SIS, uses a set of authentication and authorization keys. These keys enable SIS to connect with a NoSQL database. This connection allows the service to retrieve rules that are essential for its business logic. As part of routine maintenance in rotating these keys, some of them were mistakenly assumed to be no longer necessary and deleted. However, one service was still dependent on these keys; as a result, it failed the authentication and was unable to retrieve these business rules. The impact of this was detected through a drop in Box’s User Availability metrics at 11:15am PST and by 11:52am PST, this drop was traced to the operation of deletion of these keys.

Resolution

Once a new set of keys was generated and quickly reinstated, the SIS service began to recover. As a result, all requests started to process without any errors.

Futureproofing

All services that currently use keys to authenticate with Box’s cloud provider’s native services will be reviewed. Additionally, we are planning to migrate these services to a different process for authentication and authorization that would eliminate the need for the existing key management system and any errors that it can introduce.

‌

We are conducting a full engineering postmortem and our overview is subject to change with further analysis and findings. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem.

‌

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

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

Monitoring: All services should now be returned to full functionality. We are continuing to monitor for any additional impact.

Monitoring: All services should now be returned to full functionality. We are continuing to monitor for any additional impact.

Monitoring: Our team has taken steps to remediate this issue and is seeing improvement for Uploads/Downloads/API service. We are continuing to monitor for any additional impact.

Monitoring: Our team has taken steps to remediate this issue and is seeing improvement for Uploads/Downloads/API service. We are continuing to monitor for any additional impact.

Identified: Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

Investigating: Starting at approximately 11:20AM PST, customer may be seeing issues with Uploads/Downloads and slowness when accessing their All Files page. We are actively investigating this issue and will be providing updates as we work to resolve.

Our team is investigating an issue with Uploads/Downloads/API errors when utilizing Box. Users may see errors or slowness when attempting to upload/download items to Box. We will provide additional information as it becomes available.

Investigating: We are currently investigating this issue.

Postmortem: Notice and disclaimer: Box is providing this preliminary information subject to further review and analysis. To the best of our knowledge, this is the current state and we may update as more information is confirmed.

‌

On February 19, 2025 between 11:12 am and 12:15 pm PST, some users may have experienced difficulties while working with Box. During this time, users may have experienced degradation of Public API, Login, Box Sign, Shared Links and Notes services.

Root Cause

One of Box’s core services, SIS, uses a set of authentication and authorization keys. These keys enable SIS to connect with a NoSQL database. This connection allows the service to retrieve rules that are essential for its business logic. As part of routine maintenance in rotating these keys, some of them were mistakenly assumed to be no longer necessary and deleted. However, one service was still dependent on these keys; as a result, it failed the authentication and was unable to retrieve these business rules. The impact of this was detected through a drop in Box’s User Availability metrics at 11:15am PST and by 11:52am PST, this drop was traced to the operation of deletion of these keys.

Resolution

Once a new set of keys was generated and quickly reinstated, the SIS service began to recover. As a result, all requests started to process without any errors.

Futureproofing

All services that currently use keys to authenticate with Box’s cloud provider’s native services will be reviewed. Additionally, we are planning to migrate these services to a different process for authentication and authorization that would eliminate the need for the existing key management system and any errors that it can introduce.

‌

We are conducting a full engineering postmortem and our overview is subject to change with further analysis and findings. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem.

‌

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

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

Monitoring: All services should now be returned to full functionality. We are continuing to monitor for any additional impact.

Monitoring: All services should now be returned to full functionality. We are continuing to monitor for any additional impact.

Monitoring: Our team has taken steps to remediate this issue and is seeing improvement for Uploads/Downloads/API service. We are continuing to monitor for any additional impact.

Monitoring: Our team has taken steps to remediate this issue and is seeing improvement for Uploads/Downloads/API service. We are continuing to monitor for any additional impact.

Identified: Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.

Investigating: Starting at approximately 11:20AM PST, customer may be seeing issues with Uploads/Downloads and slowness when accessing their All Files page. We are actively investigating this issue and will be providing updates as we work to resolve.

Our team is investigating an issue with Uploads/Downloads/API errors when utilizing Box. Users may see errors or slowness when attempting to upload/download items to Box. We will provide additional information as it becomes available.

Investigating: We are currently investigating this issue.