[Medium] Issues with Box AI

Final update

_Notice and disclaimer: Box is providing this preliminary information subject to further review and analysis. To the best of our knowledge, this is the current state and we may update as more information is confirmed._ On May 31, 2026 between 5:00pm PDT and 6:41pm PDT, some customers may have experienced errors or degraded performance when using Box AI features, including failures to generate AI responses or slower-than-expected behavior. The issue affected only AI-related capabilities and did not impact general file access. The disruption was caused by an outage with a third-party AI provider that led to failed AI requests. Service was restored once the provider issue was resolved and normal AI request processing resumed. We are reviewing our third-party dependencies and operational practices to reduce the risk of similar interruptions in the future. We are conducting a full engineering postmortem and our overview is subject to change with further analysis and findings. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem. We are continuously working to improve Box

1. Postmortem · Aug 7, 00:00 UTC
   _Notice and disclaimer: Box is providing this preliminary information subject to further review and analysis. To the best of our knowledge, this is the current state and we may update as more information is confirmed._ On May 31, 2026 between 5:00pm PDT and 6:41pm PDT, some customers may have experienced errors or degraded performance when using Box AI features, including failures to generate AI responses or slower-than-expected behavior. The issue affected only AI-related capabilities and did not impact general file access. The disruption was caused by an outage with a third-party AI provider that led to failed AI requests. Service was restored once the provider issue was resolved and normal AI request processing resumed. We are reviewing our third-party dependencies and operational practices to reduce the risk of similar interruptions in the future. We are conducting a full engineering postmortem and our overview is subject to change with further analysis and findings. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem. 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 1, 02:25 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 · Jun 1, 01:49 UTC
   Our team has taken steps to remediate this issue and is seeing improvement for Box AI. We are continuing to monitor for any additional impact.
4. Identified · Jun 1, 01:16 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. Investigating · Jun 1, 00:58 UTC
   We are investigating an ongoing issue affecting Box AI. We will provide more information as soon as it is available.