[Major] Issues with Box Sign

Final update

We recently addressed issues affecting several features of 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. ‌ On December 17, 2025, from 11:15 AM PST to 4:46 PM PST, some users may have experienced difficulties while working in Box Sign, Box AI, and Box Doc Gen. During this time, users may have noticed service degradation and delayed email delivery. The issue was caused by a missing schema, which was itself caused by a corrupted schema deployment. We were able to resolve the issue by rolling back the change that temporarily created issues. ‌ **Analysis** Box Sign, Box AI, and Box Doc Gen rely on a definition of the schemas that describe the events that they need to process. As we deliver new products, these schemas may occasionally need to be updated, and we have a standard process and pipeline to deploy these schema. As part of a project to upgrade our pipeline infrastructure, the schema deployment pipeline migrated to a new infrastructure. During the migration process, an external library version upgrade introduced a new default behavior that was not compatible with the existing pipe

1. Postmortem · Feb 24, 01:10 UTC
   We recently addressed issues affecting several features of 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. ‌ On December 17, 2025, from 11:15 AM PST to 4:46 PM PST, some users may have experienced difficulties while working in Box Sign, Box AI, and Box Doc Gen. During this time, users may have noticed service degradation and delayed email delivery. The issue was caused by a missing schema, which was itself caused by a corrupted schema deployment. We were able to resolve the issue by rolling back the change that temporarily created issues. ‌ **Analysis** Box Sign, Box AI, and Box Doc Gen rely on a definition of the schemas that describe the events that they need to process. As we deliver new products, these schemas may occasionally need to be updated, and we have a standard process and pipeline to deploy these schema. As part of a project to upgrade our pipeline infrastructure, the schema deployment pipeline migrated to a new infrastructure. During the migration process, an external library version upgrade introduced a new default behavior that was not compatible with the existing pipeline. This resulted in a temporary degradation of the service. Additionally, the migration process exposed some observability and guardrail gaps in the pipeline that would have prevented this issue from happening and that extended the impact for a longer period of time. Once identified, the incompat
2. Resolved · Dec 18, 00:45 UTC
   After further monitoring, this incident is now considered resolved. The affected services have been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.
3. Identified · Dec 18, 00:39 UTC
   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.
4. Investigating · Dec 18, 00:21 UTC
   We are investigating an ongoing issue affecting Box Sign. We will provide more information as soon as it is available.