[Medium] Issues with File Requests

Final update

We recently addressed an issue affecting metadata updates using File Request in Box. We would like to take the opportunity to further explain the issue and the steps we have taken to keep similar issues from happening in the future. Between 09:10 AM PDT on July 22, 2026 and 03:36 PM PDT on July 23, 2026, some users may have experienced delays in metadata updates while uploading files using File Request. The issue occurred when repeated attempts to process a subset of unsuccessful metadata events reduced available processing capacity and delayed other events. We restored the metadata functionality of File Requests by limiting unnecessary retries, reducing processing idle time, and improving the handling of failures that would not succeed when retried. In addition, we are improving retry behavior, monitoring, and response procedures for similar asynchronous processes. # Analysis At the time of the issue, the system automatically retried failed file processing. During an extended period of failures, these retries consumed most of the system's capacity, causing files to pile up in a queue. As processing slowed, more files encountered issues that retries could not resolve, further incre

1. Postmortem · Aug 5, 02:03 UTC
   We recently addressed an issue affecting metadata updates using File Request in Box. We would like to take the opportunity to further explain the issue and the steps we have taken to keep similar issues from happening in the future. Between 09:10 AM PDT on July 22, 2026 and 03:36 PM PDT on July 23, 2026, some users may have experienced delays in metadata updates while uploading files using File Request. The issue occurred when repeated attempts to process a subset of unsuccessful metadata events reduced available processing capacity and delayed other events. We restored the metadata functionality of File Requests by limiting unnecessary retries, reducing processing idle time, and improving the handling of failures that would not succeed when retried. In addition, we are improving retry behavior, monitoring, and response procedures for similar asynchronous processes. # Analysis At the time of the issue, the system automatically retried failed file processing. During an extended period of failures, these retries consumed most of the system's capacity, causing files to pile up in a queue. As processing slowed, more files encountered issues that retries could not resolve, further increasing the delay. We restored normal processing by temporarily reducing retry attempts, removing redundant retries, and allowing permanent failures to fail without being repeatedly processed. We continued monitoring the service before confirming that full functionality had been restored. # Corrective
2. Resolved · Jul 23, 11:42 UTC
   After further monitoring, this incident is now considered resolved. Box services have been restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.
3. Identified · Jul 23, 11:05 UTC
   The underlying cause of the issue has been identified and efforts are underway to restore stability. Box continues remediation efforts to fully restore the metadata functionality of File Requests.
4. Investigating · Jul 23, 09:45 UTC
   We are investigating an ongoing issue affecting metadata updates using File Request. We will provide more information as soon as it is available. Users of this service may face delays in metadata updates while attempting to upload files using File Request.