[Medium] Issues with Zip Downloads

Final update

Between 10:40 AM PDT and 12:33 PM PDT on June 25, 2026, some users may have experienced difficulties while working in Box. During this time, users routed through one particular US region may have seen failures or delays when attempting to download folders as ZIP files. The issue occurred after a recent network component update impacted a backend service in that region. We restored the feature availability by reverting the change. In addition, we are updating configuration and monitoring practices for such changes to reduce the likelihood of recurrence. # Analysis As part of our continuous and ongoing service improvement efforts, we recently rolled out a change to our internal compute platform. In one of our US regions, this change resulted in a resource problem within our service mesh layers. This incident highlighted opportunities to improve how platform updates and service configuration changes are propogated across Box compute regions. # Corrective Actions Box has initiated the following corrective actions: * Improved our multi-region roll out monitoring and alerting * Audited resource configurations for multi-region services * Improved ongoing monitoring and alerting of multi-r

1. Postmortem · Aug 6, 16:17 UTC
   Between 10:40 AM PDT and 12:33 PM PDT on June 25, 2026, some users may have experienced difficulties while working in Box. During this time, users routed through one particular US region may have seen failures or delays when attempting to download folders as ZIP files. The issue occurred after a recent network component update impacted a backend service in that region. We restored the feature availability by reverting the change. In addition, we are updating configuration and monitoring practices for such changes to reduce the likelihood of recurrence. # Analysis As part of our continuous and ongoing service improvement efforts, we recently rolled out a change to our internal compute platform. In one of our US regions, this change resulted in a resource problem within our service mesh layers. This incident highlighted opportunities to improve how platform updates and service configuration changes are propogated across Box compute regions. # Corrective Actions Box has initiated the following corrective actions: * Improved our multi-region roll out monitoring and alerting * Audited resource configurations for multi-region services * Improved ongoing monitoring and alerting of multi-region services ‌ 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
2. Resolved · Jun 25, 21:47 UTC
   After further monitoring, this incident is now considered resolved. The Zip Downloads service has been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.
3. Monitoring · Jun 25, 20:29 UTC
   Our team has taken steps to remediate this issue and is seeing improvement for the Zip Downloads service. We are continuing to monitor for any additional impact.
4. Identified · Jun 25, 19:59 UTC
   We are continuing to work on a fix for this issue.
5. Identified · Jun 25, 19:50 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.
6. Investigating · Jun 25, 19:29 UTC
   Our team is investigating an issue with Zip Downloads in the Box Web Application. Users may see errors or slowness when attempting to download folders from Box. We will provide additional information as it becomes available.