# Box: Critical incident: [Critical] Issues with Box Sign

**Summary:** Box reported a critical Box Sign outage affecting creation and access of signature requests and service access, starting 2026-04-03 04:04 UTC and resolved 2026-04-03 08:09 UTC (4 h 5 min). Box attributed the issue to an erroneous change by a third-party infrastructure provider and confirmed full functionality was restored. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-04-03 04:04 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/48gkty34w2x0](https://stspg.io/48gkty34w2x0)
- [Company: Box](https://rewindex.com/company/box.md)
- Versions: before (none: first archived) → after incident\_version:93/bblsr3byykkt@025df22171d9
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ [Critical] Issues with Box Sign
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2026-04-03 04:04 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-04-03 08:09 UTC
```

**6. Added: Affected components**

```diff
+ Box Sign, Box Web Application - Box Sign
```

**7. Added: Update** (investigating) · 2026-04-03 04:04 UTC

```diff
+ We are investigating an ongoing issue affecting Box Sign. We will provide more information as soon as it is available.
```

**8. Added: Update** (identified) · 2026-04-03 06:27 UTC

```diff
+ Our team has identified the underlying cause of this issue and is working to take remediating steps. We will provide additional updates as they become available.
```

**9. Added: Update** (resolved) · 2026-04-03 08:09 UTC

```diff
+ After further monitoring, this incident is now considered resolved. Box Sign services have been restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.
```

**10. Added: Update** (postmortem) · 2026-04-10 16:36 UTC

```diff
+ On April 2, 2026 between 8:19 PM PDT and 11:56 PM PDT, some users may have experienced difficulties while working in Box. During this time, Box Sign users might have experienced errors while creating new signature requests, accessing existing signature requests, or attempting ~~been unable~~ to access the service. The issue occurred as a result of an erroneous change made by a third-party infrastructure provider. We were able to resolve the issue by escalating it to the provider. In addition, we are working to improve the reliability of the Box Sign service by enhancing our disaster recovery processes to prevent similar issues from occurring in the future.  ‌ We are conducting a full engineering postmortem and our overview is subject to change with further analysis and findings. In the event our continuing investigation yields further substantive findings, we may publish additional analysis after the conclusion of the full engineering postmortem.   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
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-04-03 04:04 UTC | Critical incident: \[Critical\] Issues with Box Sign (this change) | outage |

All Box changes: [timeline](https://rewindex.com/company/box/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i2c482ab11c446e · Markdown: https://rewindex.com/change/i2c482ab11c446e.md · JSON: https://rewindex.com/api/v1/changes/i2c482ab11c446e · Generated 2026-10-18T02:28:32.435Z