We also maintain a list of Known Product Issues separate from this site here.
We recently addressed issues affecting uploads, downloads and the public API. 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.
On January 19th, 2021, between 5:21 PM PST and 7:03 PM PST some users may have experienced difficulties while working in Box. During this time, impact to the downloads, uploads, and the public API were observed. The issue occurred as a result of hardware failure after scheduled maintenance to the upgrade infrastructure of our internal DNS grid. We were able to resolve the issue by disabling the degraded member. In addition, this hardware upgrade process is being replanned and increased monitoring and alerting is being implemented to prevent similar issues from occurring in the future.
Analysis
Hardware failures led to connection issues and ultimately degradation of DNS.
Insufficient edge-case alerting/monitoring prolonged detection of the issue.
Corrective Actions
The following corrective actions have been completed or are planned:
Hardware upgrade process changes
Augmentation to current monitoring & alerting
Configuration tuning to mitigate similar issues faster
Working with vendor on next steps to address hardware issues
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