[Medium] Issue with Microsoft Office Integration and Box Edit

Final update

We recently addressed issues affecting Box Edit, Microsoft Office Online, iWork, and other integrations in 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. ‌ Between 04:17 PM PDT and 6:30 PM PDT on August 19, 2026 some users may have experienced difficulties while working in Box. During this time, impacted users were unable to open files in Box Edit, Microsoft Office Online, iWork, and other integrations. Additionally, some users saw errors, timeouts, or slow responses while working in other areas of Box. ‌ The issue occurred after a deployment of a backend service that provides integration and platform functionality. The deployment introduced a regression that caused the service’s performance to degrade under peak load, which led to client timeouts and errors. We restored functionality by reverting the deployment to a previous version. We are taking steps to reduce recurrence by improving our pre-release validation and deployment safeguards, including validating the performance of the service under load, improving observability, and making defensive changes to the affected service. ‌ #

1. Postmortem · Aug 24, 00:53 UTC
   We recently addressed issues affecting Box Edit, Microsoft Office Online, iWork, and other integrations in 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. ‌ Between 04:17 PM PDT and 6:30 PM PDT on August 19, 2026 some users may have experienced difficulties while working in Box. During this time, impacted users were unable to open files in Box Edit, Microsoft Office Online, iWork, and other integrations. Additionally, some users saw errors, timeouts, or slow responses while working in other areas of Box. ‌ The issue occurred after a deployment of a backend service that provides integration and platform functionality. The deployment introduced a regression that caused the service’s performance to degrade under peak load, which led to client timeouts and errors. We restored functionality by reverting the deployment to a previous version. We are taking steps to reduce recurrence by improving our pre-release validation and deployment safeguards, including validating the performance of the service under load, improving observability, and making defensive changes to the affected service. ‌ # Analysis ‌ This incident highlighted opportunities for improving our pre-release validation to test how a change behaves under peak traffic. In this situation, a change in a backend service which handles integration and platform functionality modified its scalability characteristics under load. The
2. Resolved · Aug 20, 01:44 UTC
   After further monitoring, this incident is now considered resolved. Microsoft Office Integration and Box Edit Services have been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.
3. Monitoring · Aug 20, 01:30 UTC
   Our team has taken steps to remediate this issue and is seeing improvement on Microsoft Office Integration and Box Edit service. We are continuing to monitor for any additional impact.
4. Investigating · Aug 20, 00:44 UTC
   We are continuing to investigate this issue.
5. Investigating · Aug 20, 00:31 UTC
   Our team is investigating an issue with Microsoft Office Integration and Box Edit. Users may see errors or slowness when attempting to access Microsoft Office via Box, and using Box Edit. We will provide additional information as it becomes available.