[Critical] Issue with Multiple Box Services

Final update

We recently addressed issues affecting the Box service. 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 September 17, 2025 at 11:17 PM and September 18, 2025 at 2:21PM PDT, some users may have experienced difficulties while working in Box. During this time, when attempting to access Box, some users may have seen an unbranded error message which cleared after their browser established a new connection to Box. The issue occurred as a result of a change made by one of Box’s cloud infrastructure providers, and was resolved when the vendor reverted the change. In addition, Box is working closely with our vendor’s engineering team to minimize the likelihood of similar issues occurring in the future.  ‌ **Analysis** Box’s cloud provider experienced an issue that caused global load balancer services to incorrectly return HTTP 502 responses for a small percentage of user requests during the following three time periods: 1. September 17, 2025 from 11:17 PM to 2025-09-18 1:30 AM Pacific 2. September 18, 2025 from 8:50 AM to 2025-09-18 9:30 AM Pacific 3. September 18, 2025 from 12:50 PM to 202

1. Postmortem · Sep 23, 18:55 UTC
   We recently addressed issues affecting the Box service. 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 September 17, 2025 at 11:17 PM and September 18, 2025 at 2:21PM PDT, some users may have experienced difficulties while working in Box. During this time, when attempting to access Box, some users may have seen an unbranded error message which cleared after their browser established a new connection to Box. The issue occurred as a result of a change made by one of Box’s cloud infrastructure providers, and was resolved when the vendor reverted the change. In addition, Box is working closely with our vendor’s engineering team to minimize the likelihood of similar issues occurring in the future.  ‌ **Analysis** Box’s cloud provider experienced an issue that caused global load balancer services to incorrectly return HTTP 502 responses for a small percentage of user requests during the following three time periods: 1. September 17, 2025 from 11:17 PM to 2025-09-18 1:30 AM Pacific 2. September 18, 2025 from 8:50 AM to 2025-09-18 9:30 AM Pacific 3. September 18, 2025 from 12:50 PM to 2025-09-18 2:21 PM Pacific These appear to have been linked to a load balancer software release. Upon discovery, the third-party vendor subsequently performed a rollback at 2:00 PM PT on September 18 to recover the issue. The provider has fixed the bug in their code and will include the fix in future b
2. Resolved · Sep 19, 00:12 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. Monitoring · Sep 18, 22:59 UTC
   We are continuing to monitor for any additional impact.
4. Monitoring · Sep 18, 21:55 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.
5. Investigating · Sep 18, 20:50 UTC
   Our team is investigating an issue with multiple Box Services. Users may see errors or slowness when attempting to access Box. We will provide additional information as it becomes available.