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[Major] Issues with Logins
Incident Report for Box
Postmortem

We recently addressed issues affecting access to Box for a few impacted customers. 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 July 3rd, 2021, 5:35 AM PDT and July 3rd, 2021, 9:05 AM PDT, some customers may have experienced difficulties connecting to Box. During this time, a small, specific subset of requests to Box were being dropped. The issue occurred as the result of an automatically deployed security rule intended to prevent certain types of malicious attacks on Box.

Analysis 

Box is committed to protecting customer accounts from malicious attacks and one of the ways we do that is by blocking certain connections. In this instance, a security rule was not removed at the correct time, which blocked legitimate traffic to the site for a small subset of requests until its removal.

Corrective Actions

The following corrective actions have been completed or are planned:

Updating the mechanism that deploys Box's security rules to ensure that such rules are removed at the appropriate time.

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

Posted Aug 02, 2021 - 09:19 PDT

Resolved
We have taken steps to resolve this Box.com login issue and are considering the issue to be fully resolved. If you are seeing any new issues, please let us know at https://support.box.com.
Posted Jul 03, 2021 - 10:07 PDT
Monitoring
We are seeing initial signs of recovery for the ability to log in to Box.com. Users should notice less of an impact at this time, as we continue to monitor and remediate this issue.
Posted Jul 03, 2021 - 09:37 PDT
Update
We are continuing our work to remediate impact to the ability to log in on Box.com. While this effort is underway, users may continue to see log in issues. We will provide more information as soon as it is available.
Posted Jul 03, 2021 - 08:41 PDT
Identified
We have identified the cause of the issue and are actively working to remediate impact to the ability to log in on Box.com. While this effort is underway, users may continue to see log in issues. We will provide more information as soon as it is available.
Posted Jul 03, 2021 - 07:47 PDT
Investigating
We are currently investigating an issue affecting Box.com logins. We will provide more information as soon as it is available.
Posted Jul 03, 2021 - 06:58 PDT
This incident affected: Box Web Application (Login/SSO).