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 affecting File Requests 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.
On October 1, 2026 between 2:50 AM and 3:30 AM PT, some customers may have experienced File Requests upload pages rendering as garbled text and unavailable File Request links, preventing users from accessing File Requests upload pages and File Request links. Service was restored at 3:30 AM PT.
# Analysis
The issue was caused by a change to how File Requests upload pages are packaged for production, which made them incompatible with the service that delivers them. As a result, the pages displayed as garbled text. Rolling back to the previous release restored the pages, and we have since configured our deployments to keep using the compatible format.
# Corrective Actions
Box has initiated the following corrective actions:
* Correcting the deployment configuration for File Requests upload pages so they are always packaged in a format the delivering service can read.
* Adding a mandatory pre-release check that automatically stops a rollout if File Requests and Forms pages fail validation in production.
* Strengthening monitoring of File Requests upload pages so rendering issues are detected and addressed before customers are affected.
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
Rewindex commits each version of an incident it captures to a daily checkpoint, chains it to the day before, and has the checkpoint timestamped by FreeTSA and DigiCert. That proves these records existed by then and have not been changed since, by anyone, Rewindex included.
Box reported a major incident affecting File Requests, now resolved with no current impact. The recorded start is 2026-10-02 03:43 UTC and resolution is 2026-10-01 10:00 UTC; these timestamps conflict, and the computed duration is unknown.
Cite this
Incident updated: [Medium] Issue with File Requests on Box’s status page, changed 2026-10-21 19:03 UTC (change 2 of 2).
Title
Incident updated: [Medium] Issue with File Requests