[Medium] Issue with Multiple Box Services

Final update

We recently addressed issues affecting the Box API, All Files, and Box AI. We would like to take the opportunity to further explain what happened and the steps we have taken to prevent reoccurrence. Between 12:06 PM PDT and 12:39 PM PDT on June 17, 2026, some users may have experienced difficulties while working in Box. During this time, some customers were unable to access content, browse folders, or complete uploads and other file operations, and error rates for affected features were elevated. **What Happened** The issue occurred after a recent rollout of a new traffic-routing change for the All Files experience reached full traffic volume. This routing change directed file-browsing requests through a newer service path that, under full production load, generated a significantly higher volume of calls to an underlying data-access component than had been observed during earlier, partial rollouts. The increased call volume saturated a capacity-limited thread pool within our file service. Once that threshold was crossed, automated health checks detected the degraded state and began restarting affected service instances , which, combined with retry traffic from dependent services,

1. Postmortem · Jun 18, 20:26 UTC
   We recently addressed issues affecting the Box API, All Files, and Box AI. We would like to take the opportunity to further explain what happened and the steps we have taken to prevent reoccurrence. Between 12:06 PM PDT and 12:39 PM PDT on June 17, 2026, some users may have experienced difficulties while working in Box. During this time, some customers were unable to access content, browse folders, or complete uploads and other file operations, and error rates for affected features were elevated. **What Happened** The issue occurred after a recent rollout of a new traffic-routing change for the All Files experience reached full traffic volume. This routing change directed file-browsing requests through a newer service path that, under full production load, generated a significantly higher volume of calls to an underlying data-access component than had been observed during earlier, partial rollouts. The increased call volume saturated a capacity-limited thread pool within our file service. Once that threshold was crossed, automated health checks detected the degraded state and began restarting affected service instances , which, combined with retry traffic from dependent services, amplified the load and caused a cascading degradation affecting the API, All Files browsing, and Box AI. **How We Restored Service** We restored service by: * Disabling the recent traffic-routing rollout, returning file-browsing requests to the prior service path * Increasing the capacity of the aff
2. Resolved · Jun 17, 20:28 UTC
   After further monitoring, this incident is now considered resolved. Box Webapp services have been restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.
3. Monitoring · Jun 17, 19:44 UTC
   Our team has taken steps to remediate this issue and is seeing improvement for Box Webapp service. We are continuing to monitor for any additional impact.
4. Investigating · Jun 17, 19:34 UTC
   Our team is investigating an issue with Box Webapp. Users may experience intermittent failures when loading the "All files" page and subfolders. We will provide additional information as it becomes available.