# Box: Major incident: [Medium] Issue with multiple reports **Summary:** Box reported a major-impact incident causing missing or outdated data in Enterprise Reports, including User Engagement Reports, and Admin Console collaboration insights. It started at 2026-09-30 18:08 UTC and was resolved at 2026-10-05 14:09 UTC, lasting 4 days 20 h. Box confirmed the Report Service was restored to full functionality. _(machine-written, sol)_ - Kind: Major incident · Label: degradation (model (Jev)) - Changed: 2026-09-30 18:08 UTC · Detected: 2026-10-17 18:22 UTC - [Source: https://stspg.io/jttbktzfwt3s](https://stspg.io/jttbktzfwt3s) - [Company: Box](https://rewindex.com/company/box.md) - Versions: before (none: first archived) → after incident\_version:93/ykw1vy641q3p@af08698a76ae - Change 1 of 1 for this incident ## What changed **1. Added: Title** ```diff + [Medium] Issue with multiple reports ``` **2. Added: Impact** ```diff + major ``` **3. Added: Status** ```diff + resolved ``` **4. Added: Start time** ```diff + 2026-09-30 18:08 UTC ``` **5. Added: Resolved time** ```diff + 2026-10-05 14:09 UTC ``` **6. Added: Affected components** ```diff + Box Web Application - Enterprise Reports, Enterprise Reports ``` **7. Added: Update** (monitoring) · 2026-09-30 18:08 UTC ```diff + We are monitoring an issue affecting User Engagement Reports and collaboration-related insights in the Admin Console. Some data may be missing or out of date. We have taken steps to restore data processing and are validating recovery. ``` **8. Added: Update** (monitoring) · 2026-09-30 18:53 UTC ```diff + Data recovery is progressing. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ``` **9. Added: Update** (monitoring) · 2026-09-30 19:51 UTC ```diff + Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ``` **10. Added: Update** (monitoring) · 2026-09-30 20:47 UTC ```diff + Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ``` **11. Added: Update** (monitoring) · 2026-09-30 21:23 UTC ```diff + Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ``` **12. Added: Update** (monitoring) · 2026-09-30 22:17 UTC ```diff + Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ``` **13. Added: Update** (monitoring) · 2026-10-01 00:02 UTC ```diff + Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ``` **14. Added: Update** (monitoring) · 2026-10-01 04:03 UTC ```diff + Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ``` **15. Added: Update** (monitoring) · 2026-10-01 07:11 UTC ```diff + Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ``` **16. Added: Update** (monitoring) · 2026-10-01 09:11 UTC ```diff + Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ``` **17. Added: Update** (monitoring) · 2026-10-01 11:13 UTC ```diff + Data recovery continues to progress. User Engagement Reports and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We are continuing to monitor recovery. ``` **18. Added: Update** (monitoring) · 2026-10-01 13:26 UTC ```diff + Many report types (including User Engagement and Folders & Files reports) and collaboration-related insights may continue to contain missing or outdated data while processing catches up. We will provide our next update when the status changes. ``` **19. Added: Update** (identified) · 2026-10-01 14:44 UTC ```diff + The issue has been identified and a fix is being implemented. ``` **20. Added: Update** (identified) · 2026-10-01 21:28 UTC ```diff + We continue working to restore current data across affected reports and collaboration-related insights. Some customers may see missing or outdated values in their reporting. Recovery work remains in progress. ``` **21. Added: Update** (monitoring) · 2026-10-02 10:03 UTC ```diff + Recovery work remains in progress. We will provide our next update when the status changes. ``` **22. Added: Update** (identified) · 2026-10-02 16:58 UTC ```diff + We continue working to restore current data across affected reports and Admin Console insights. Currently identified affected reports include Bandwidth Usage by Files and Folders, Classification, Collaborations, Disposition, Folders & Files, Legal Hold Content, Legal Hold Custodians, Outbound Collaboration, Retention, Shared Links, User Engagement, Folder Collaborations, and Folder Shared Links. Storage and Content Growth insights are also affected. These reports and insights may show missing or outdated values. User Engagement Reports may show values of zero. ``` **23. Added: Update** (resolved) · 2026-10-05 14:09 UTC ```diff + After further monitoring, this incident is now considered resolved. The Report Service has been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com. ``` ## History of this incident | When (UTC) | Change | Label | | --- | --- | --- | | 2026-09-30 18:08 UTC | Major incident: \[Medium\] Issue with multiple reports (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._ --- Canonical: https://rewindex.com/change/ia99a59cb93ca71 · Markdown: https://rewindex.com/change/ia99a59cb93ca71.md · JSON: https://rewindex.com/api/v1/changes/ia99a59cb93ca71 · Generated 2026-10-18T01:30:04.582Z