Changes / Box / [Medium] Customers may experience issues with Uploads and Downloads for the UK zone
Box: Major incident: [Medium] Customers may experience issues with Uploads and Downloads for the UK zone
Summary
Box reported a major-impact incident affecting uploads and downloads for Box Zones UK customers, starting 2026-02-25 13:00 UTC and resolving 2026-02-25 14:16 UTC (1 h 16 min). Box reported remediation steps and restored full functionality, but did not specify the underlying cause or fix.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
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After: [Medium] Customers may experience issues with Uploads and Downloads for the UK zone
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After: major
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After: postmortem
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After: 2026-02-25 13:00 UTC
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After: 2026-02-25 14:16 UTC
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After: Box Web Application - Uploads/Downloads, Uploads/Downloads
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After: 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.
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After: Our team has taken steps to remediate this issue and is seeing improvement for the impacted services. We are continuing to monitor for any additional impact.
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After: Our team has taken steps to remediate this issue and is seeing improvement for the impacted services. We are continuing to monitor for any additional impact.
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After: After further monitoring, this incident is now considered resolved. Box services have been restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.
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After: _Notice and disclaimer: Box is providing this preliminary information subject to further review and analysis. To the best of our knowledge, this is the current state and we may update as more information is confirmed._
On February 25, 2026 between 4:45 am PST and 5:40 am PST, some users may have experienced difficulties while working in Box. During this time, customers of Box Zones UK may have had issues with uploading, downloading, and previewing files.
The issue occurred when some instances of a backend service in the impacted region ran into memory pressure. We resolved the issue by temporarily redirecting certain compute processes from the impacted region to the US region. Of note, even during the period of temporary traffic redirection, all Box Zones customer content continued to be stored in the correct Box Zones region.
We are conducting a full engineering postmortem and our overview is subject to change with further analysis. 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
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History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: [Medium] Customers may experience issues with Uploads and Downloads for the UK zone (this change) Box reported a major-impact incident affecting uploads and downloads for Box Zones UK customers, starting 2026-02-25 13:00 UTC and resolving 2026-02-25 14:16 UTC (1 h 16 min). Box reported remediation steps and restored full functionality, but did not specify the underlying cause or fix. | Major incident |