We recently addressed issues affecting subsets of Sign, Shield, and Metadata. 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 April 1, 2024, between 5:27PM PT and 6:31PM PT, some users may have experienced difficulties while working in Box. During this time, users may have experienced higher than normal latency and/or timeouts when accessing certain subsets of Box Sign, Shield and Metadata functionality.

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Analysis

This issue occurred as a result of a configuration change that caused resource exhaustion during peak traffic load. We were able to resolve the issue by rolling back the change, and scaling up the impacted services to handle traffic backlogs. We’ve updated our deployment processes and documentation to better reflect the risk from peak traffic for changes similar to the one in this case.

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Corrective Actions

The following corrective actions have been completed or are planned:

• We updated deployment processes and documentation for similar changes
• We’ve enhanced monitoring and alerts for the impacted services
• We’re continuing to tune resource allocation and timeout configurations to prevent similar issues in the future

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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