We also maintain a list of Known Product Issues separate from this site here.
Last updated 21 April 2021 18:11 PDT
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We recently addressed issues affecting view, upload, or download files. 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 2:01 AM PDT and 4:22 AM PDT on April 1, 2021, some users may have experienced difficulties while working in Box. During this time, impacted users may have experienced latency while trying to view, upload, or download files. The issue occurred as a result of failure to effectively handle a crash of a caching host. We were able to resolve the issue by removing the impacted hosts from rotation.
In addition, we are making changes to the way we check the health and remediate the problems with caching hosts to prevent similar issues from occurring in the future.
Analysis
The incident started when one of our caching servers failed due to a hardware failure. Auto-remediation did not happen in a timely manner as expected, which unfortunately triggered a latent bug in our caching proxy servers causing memory exhaustion. This required the proxy servers to be manually restarted to remediate.
Corrective Actions
The following corrective actions have been completed or are planned:
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