[Critical] Issues with multiple Box services

Final update

We recently addressed issues affecting Box services**.** We would like to take the opportunity to further explain these issues and the steps we have taken to prevent them from happening in the future. On December 16, 2025 between 4:25 PM PST and 7:23 PM PST, some users may have experienced slowness and temporary unavailability while working in Box. The issue occurred when we attempted to roll back a diagnostic change that was suspected of causing a minor degradation. The rollback unintentionally resulted in decreased capacity in our middleware service, leading to a degraded site experience. It also introduced a distributed deadlock condition that prolonged our incident response and mitigation efforts. Ultimately, we were able to resolve the deadlock and return to normal operations by temporarily throttling inbound traffic. We have implemented measures to increase system capacity and minimize the possibility of a similar deadlock occurring in the future. We are also working on adding safeguards to avoid the rollback failure that served as the proximate cause of this incident. **Analysis** Between 11:11 AM PST and 1:38 PM PST, there was a production deployment of code that was aimed

1. Postmortem · Dec 18, 01:45 UTC
   We recently addressed issues affecting Box services**.** We would like to take the opportunity to further explain these issues and the steps we have taken to prevent them from happening in the future. On December 16, 2025 between 4:25 PM PST and 7:23 PM PST, some users may have experienced slowness and temporary unavailability while working in Box. The issue occurred when we attempted to roll back a diagnostic change that was suspected of causing a minor degradation. The rollback unintentionally resulted in decreased capacity in our middleware service, leading to a degraded site experience. It also introduced a distributed deadlock condition that prolonged our incident response and mitigation efforts. Ultimately, we were able to resolve the deadlock and return to normal operations by temporarily throttling inbound traffic. We have implemented measures to increase system capacity and minimize the possibility of a similar deadlock occurring in the future. We are also working on adding safeguards to avoid the rollback failure that served as the proximate cause of this incident. **Analysis** Between 11:11 AM PST and 1:38 PM PST, there was a production deployment of code that was aimed at gathering diagnostic information from our middleware service, in our ongoing efforts to improve system performance and resilience. At 3:30 PM PST, we observed a brief, mostly imperceptible degradation and decided to roll back the change as a precaution. Due to failure in the rollback procedure, w
2. Resolved · Dec 17, 04:31 UTC
   After further monitoring, this incident is now considered resolved. Our teams have validated that all affected services are restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.
3. Monitoring · Dec 17, 03:42 UTC
   Our team has taken steps to remediate this issue and is seeing improvement for multiple Box services. We are continuing to monitor for any additional impact.
4. Identified · Dec 17, 03:17 UTC
   We are continuing to work on a fix for this issue.
5. Identified · Dec 17, 02:36 UTC
   We are continuing to work on a fix for this issue.
6. Identified · Dec 17, 01:42 UTC
   We are continuing to work on a fix for this issue.
7. Identified · Dec 17, 01:19 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.
8. Investigating · Dec 17, 00:57 UTC
   We are investigating an ongoing issue affecting Logins/SSO, API and Box Notes. We will provide more information as soon as it is available.