For more information about our Incident Response and Communications please read this support article.
We also maintain a list of Known Product Issues separate from this site here.
We recently addressed issues affecting the Box webapp. 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 12:43 AM PT and 1:44 AM PT on May 15, 2023, some users may have experienced difficulties while working in Box. During this time, people using the Box webapp may have experienced increased latency or slowness. The issue occurred because of an erroneous change which constricted the amount of effective hardware capacity for the service dedicated to processing our webapp traffic. We were able to resolve the issue by reverting the this change. In addition, we are improving our processes and observability techniques to prevent similar issues from occurring in the future.
Analysis
On Friday, May 12, 2023, we deployed a change aimed at improving the processing efficiency of our webapp traffic. Although this change did not result in any observed issues over the weekend, as our traffic increased as APAC and EMEA customers came back to work on Monday morning, it became evident that the change was constricting the effective capacity of the service responsible for processing our webapp traffic. Once this issue was detected, we were able to diagnose the issue and the problematic change was reverted. This ultimately remediated the problem.
Corrective Actions
The following corrective actions have been completed or are planned:
- Adjusting our deployment processes to improve monitoring of changes during customer traffic peaks to better detect, diagnose and remediate such issues before customers are actually impacted.
- The efficiency change that caused the problem has been re-thought and is now implemented in the way that is much less likely to cause any customer impact.
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