[Medium] Issues affecting multiple Box services

Final update

We recently addressed issues affecting some customers at Box. We would like to take this opportunity to explain what happened and the steps we have taken to prevent them from occurring again. ‌ On August 6, 2026, between 6:42 PM PDT and 6:48 PM PDT, and again between 7:27 PM PDT and 7:33 PM PDT, some customers may have experienced intermittent disruptions affecting login, uploads/downloads, Notes, Box AI, and API access in Box. The disruptions were a symptom of a temporary capacity issue in the infrastructure that managed incoming traffic to Box. We restored service by increasing capacity and adjusting our systems to better handle traffic under load. # Analysis We recently introduced automatic capacity scaling to help Box respond more efficiently to changes in customer traffic. However, a configuration error caused our systems to release capacity too quickly, leading to repeated cycles of scaling up and scaling down. These rapid fluctuations disrupted active customer sessions and contributed to the issues described above. # Corrective Actions Box has initiated the following corrective actions: ‌ * Restoring and increasing front-end capacity, and updating our scaling configuration t

1. Postmortem · Aug 11, 02:52 UTC
   We recently addressed issues affecting some customers at Box. We would like to take this opportunity to explain what happened and the steps we have taken to prevent them from occurring again. ‌ On August 6, 2026, between 6:42 PM PDT and 6:48 PM PDT, and again between 7:27 PM PDT and 7:33 PM PDT, some customers may have experienced intermittent disruptions affecting login, uploads/downloads, Notes, Box AI, and API access in Box. The disruptions were a symptom of a temporary capacity issue in the infrastructure that managed incoming traffic to Box. We restored service by increasing capacity and adjusting our systems to better handle traffic under load. # Analysis We recently introduced automatic capacity scaling to help Box respond more efficiently to changes in customer traffic. However, a configuration error caused our systems to release capacity too quickly, leading to repeated cycles of scaling up and scaling down. These rapid fluctuations disrupted active customer sessions and contributed to the issues described above. # Corrective Actions Box has initiated the following corrective actions: ‌ * Restoring and increasing front-end capacity, and updating our scaling configuration to prevent capacity from being reduced during periods of high traffic. * Updating our internal procedures to roll out capacity changes gradually, so that any impact is limited to a small portion of our infrastructure and broader customer impact is avoided. * Adding alerts for connection failures and
2. Resolved · Aug 7, 05:16 UTC
   Our team has taken steps to remediate this issue and the Box service has returned to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.
3. Investigating · Aug 7, 05:02 UTC
   Our team is working with our cloud hosting provider to continue to investigate the issue. There is no current ongoing impact. We will provide additional information as it becomes available.
4. Investigating · Aug 7, 04:06 UTC
   Our team is continuing to investigate the underlying issue. There is no current ongoing impact. We will provide additional information as it becomes available.
5. Investigating · Aug 7, 03:34 UTC
   Our team is continuing to investigate the issue. We will provide additional information as it becomes available.
6. Investigating · Aug 7, 02:37 UTC
   Our team is investigating an issue affecting multiple Box services. Users may experience errors or failures when using multiple Box services. We will provide additional information as it becomes available.