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

**Summary:** Box reported a major degradation affecting Box Sign and Box Web Application - Box Sign, starting at 2025-12-18 00:21 UTC and resolved at 2025-12-18 00:45 UTC (23 min). Box said affected services were restored to full functionality; it identified an underlying cause but did not specify it in the available evidence. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2025-12-18 00:21 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/trgrrb6z0p62](https://stspg.io/trgrrb6z0p62)
- [Company: Box](https://rewindex.com/company/box.md)
- Versions: before (none: first archived) → after incident\_version:93/2vpq71t668t4@7e63ca0a4b13
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

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

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2025-12-18 00:21 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-12-18 00:45 UTC
```

**6. Added: Affected components**

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

**7. Added: Update** (investigating) · 2025-12-18 00:21 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) · 2025-12-18 00:39 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) · 2025-12-18 00:45 UTC

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

**10. Added: Update** (postmortem) · 2026-02-24 01:10 UTC

```diff
+ We recently addressed issues affecting several features of Box. 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 December 17, 2025, from 11:15 AM PST to 4:46 PM PST, some users may have experienced difficulties while working in Box Sign, Box AI, and Box Doc Gen. During this time, users may have noticed service degradation and delayed email delivery. The issue was caused by a missing schema, which was itself caused by a corrupted schema deployment. We were able to resolve the issue by rolling back the change that temporarily created issues. ‌ **Analysis**  Box Sign, Box AI, and Box Doc Gen rely on a definition of the schemas that describe the events that they need to process. As we deliver new products, these schemas may occasionally need to be updated, and we have a standard process and pipeline to deploy these schema. As part of a project to upgrade our pipeline infrastructure, the schema deployment pipeline migrated to a new infrastructure. During the migration process, an external library version upgrade introduced a new default behavior that was not compatible with the existing pipeline. This resulted in a temporary degradation of the service. Additionally, the migration process exposed some observability and guardrail gaps in the pipeline that would have prevented this issue from happening and that extended the impact for a longer period of time. Once identified, the incompatible library was reverted to the previous version and the system resumed to normal. ‌ **Corrective Actions** Box has initiated the following corrective actions: * Introduce a schema validation step in the deployment pipeline so that incompatible schemas cannot be deployed * Enforce the environment promotion process as part of the schema deployment pipeline * Uplift the observability of the pipeline to enable more visibility around the different phases of the deployment process ‌ 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 |
| --- | --- | --- |
| 2025-12-18 00:21 UTC | Major incident: \[Major\] Issues with Box Sign (this change) | degradation |

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/i8fb41c97b67f11 · Markdown: https://rewindex.com/change/i8fb41c97b67f11.md · JSON: https://rewindex.com/api/v1/changes/i8fb41c97b67f11 · Generated 2026-10-18T03:25:03.878Z