Struck in red is what Box removed; blue is what they added. Muted text is unchanged context.
BeforeAfter
ChangedStatus#1
Before: resolved
After: postmortem
AddedUpdatepostmortem#2
Before: not present
After: We recently addressed issues that affected reporting and Admin Console insights in 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.
From September 29, 2026 to October 3, 2026, customers may have experienced outdated or unavailable data across select reports and Admin Console insights. A performance regression in our cloud-managed data warehouse introduced timeouts in our analytics data pipeline, which impacted data freshness until the provider resolved the underlying issue.
Analysis
Our analytics data pipeline is comprised of several scheduled jobs which maintain data freshness and accuracy. One of these jobs experienced substantially increased latency due to a performance regression introduced within our cloud-managed data warehouse. This led to the job exceeding timeout thresholds and failing to update the latest analytics data. Reporting and Admin Insights thereby became unable to serve this data, and temporarily displayed zeroed, delayed, or partially missing data in customer reports.
On-call engineers manually mitigated these jobs by backfilling data in batches, while we simultaneously partnered with our cloud provider to identify a root cause. The issue was remediated when our cloud provider deployed a performance optimization addressing the underlying issue. Automated jobs resumed processing without timing out, completing a full backfill of all delayed analytics data and continually updating reporting data within typical freshness.
Corrective Actions
Box has initiated the following corrective actions:
Designing and implementing a more scalable data model for our analytics pipeline to improve its overall performance and resilience to regressions in our cloud data warehouse.
Enhancing observability for data analytics jobs and query performance to improve detection and diagnosis of similar incidents in the future.
Partnering with our cloud provider to improve proactive detection and prevention of performance regressions.
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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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.
Cite this
Incident updated: [Medium] Issue with multiple reports on Box’s status page, changed 2026-11-02 00:13 UTC (change 2 of 2).
Title
Incident updated: [Medium] Issue with multiple reports