# Box: Incident updated: [Medium] Issue with File Requests

> Incident updated: [Medium] Issue with File Requests. Detected 2026-10-21 by Rewindex: what changed on Box’s status page, with the before/after diff.

Canonical: https://rewindex.com/change/rd011ed76d698e2
Last updated: 2026-10-21T19:03:11Z

**Summary:** _summary pending_
- Kind: Incident update · Label: Normal progress (rule)
- Changed: 2026-10-21 19:03 UTC · Detected: 2026-10-21 19:03 UTC
- [Source: https://stspg.io/bg9l10zsjf57](https://stspg.io/bg9l10zsjf57)
- [Company: Box](https://rewindex.com/company/box.md)
- Versions: before incident\_version:93/9zt2kt0r08xy@3807c073c0d6 → after incident\_version:93/9zt2kt0r08xy@63e92342c982
- Change 2 of 2 for this incident

Incident page (full timeline): [\[Medium\] Issue with File Requests](https://rewindex.com/company/box/incidents/9zt2kt0r08xy.md)
## What changed

**1. Changed: Status**

```diff
- resolved
+ postmortem
```

**2. Added: Update** (postmortem) · 2026-10-21 19:01 UTC

```diff
+ 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
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-10-02 03:43 UTC | [Major incident: \[Medium\] Issue with File Requests](https://rewindex.com/change/ie210144627e882.md) | outage |
| 2026-10-21 19:03 UTC | Incident updated: \[Medium\] Issue with File Requests (this change) | Normal progress |

Previous: [change](https://rewindex.com/change/ie210144627e882.md) · 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._

## 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).

- Canonical URL: https://rewindex.com/change/rd011ed76d698e2
- Citation: Box, “Incident updated: [Medium] Issue with File Requests” (2026-10-21 19:03 UTC). Archived by Rewindex: https://rewindex.com/change/rd011ed76d698e2 (CC BY 4.0).
- Markdown link: `[Box: Incident updated: Medium Issue with File Requests (2026-10-21)](https://rewindex.com/change/rd011ed76d698e2)`


---
Canonical: https://rewindex.com/change/rd011ed76d698e2 · Markdown: https://rewindex.com/change/rd011ed76d698e2.md · JSON: https://rewindex.com/api/v1/changes/rd011ed76d698e2 · Data licensed CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/) · Generated 2026-11-11T04:20:48.375Z