[Critical] Issue with Box Shuttle

Final update

We recently addressed issues affecting Shuttle \(migration service\). 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 03/24/2026 08:00 PM PDT and 03/25/2026 11:40 AM PDT on Mar 24–25, 2026 , some users may have experienced difficulties while working in Box. During this time, users reported blank pages, timeouts, and failures when configuring or running migration jobs in the Shuttle interface. ‌ The issue occurred after a vendor-managed database maintenance update that included an operating system and security library change, which caused the affected database clusters to enter a read-only or degraded state and prevented normal job configuration and history access. We were able to resolve the issue after the vendor reverted the change on the affected clusters and our teams restarted the dependent services, after which we verified normal operation. In addition, we will take steps to reduce the likelihood of recurrence by improving coordination and testing for vendor-managed upgrades and strengthening our operational safeguards. ‌ # Analysis ‌ This incident highlighted risks in rely

1. Postmortem · Jul 29, 22:33 UTC
   We recently addressed issues affecting Shuttle \(migration service\). 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 03/24/2026 08:00 PM PDT and 03/25/2026 11:40 AM PDT on Mar 24–25, 2026 , some users may have experienced difficulties while working in Box. During this time, users reported blank pages, timeouts, and failures when configuring or running migration jobs in the Shuttle interface. ‌ The issue occurred after a vendor-managed database maintenance update that included an operating system and security library change, which caused the affected database clusters to enter a read-only or degraded state and prevented normal job configuration and history access. We were able to resolve the issue after the vendor reverted the change on the affected clusters and our teams restarted the dependent services, after which we verified normal operation. In addition, we will take steps to reduce the likelihood of recurrence by improving coordination and testing for vendor-managed upgrades and strengthening our operational safeguards. ‌ # Analysis ‌ This incident highlighted risks in relying on vendor-managed platform updates without staged validation across environments, and showed gaps in how quickly we could detect and isolate read-only database states. Response required close vendor collaboration to identify and revert the change; internal mitigations \(service restarts and conn
2. Resolved · Mar 25, 17:00 UTC
   After further monitoring, this incident is now considered resolved. Box Shuttle has been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.
3. Monitoring · Mar 25, 16:26 UTC
   Our team has taken steps to remediate this issue and is seeing improvement for the Box Shuttle service. We are continuing to monitor for any additional impact.
4. Identified · Mar 25, 14:54 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.
5. Identified · Mar 25, 14:23 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 · Mar 25, 13:24 UTC
   We are continuing to investigate this issue. We will provide additional updates as they become available.
7. Investigating · Mar 25, 12:43 UTC
   We are continuing to investigate this issue. We will provide additional updates as they become available.
8. Investigating · Mar 25, 12:07 UTC
   We are continuing to investigate this issue.
9. Investigating · Mar 25, 11:21 UTC
   We are continuing to investigate this issue.
10. Investigating · Mar 25, 10:44 UTC
    We are continuing to investigate this issue.
11. Investigating · Mar 25, 10:11 UTC
    We are continuing to investigate this issue.
12. Investigating · Mar 25, 09:40 UTC
    We are continuing to investigate this issue.
13. Investigating · Mar 25, 09:07 UTC
    We are continuing to investigate this issue.
14. Investigating · Mar 25, 08:33 UTC
    We are continuing to investigate this issue.
15. Investigating · Mar 25, 07:59 UTC
    We are continuing to investigate this issue.
16. Investigating · Mar 25, 07:31 UTC
    We are continuing to investigate this issue.