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Box: [Minor] Issue with Admin Reporting

MinorStatus: postmortemeditedStarted Resolved (53 min)4 updatesstspg.io (opens in new tab)
Summary

Box revised its minor Admin Reporting postmortem, extending the reported September 3, 2026 incident window and emphasizing missing or empty AI Unit usage reports that could affect customers’ usage reviews. It removed the preliminary-information disclaimer; the excerpt provides no computed duration or specific cause or fix.

Machine-written from the archived incident (Sol). Check the timeline before relying on it.

Affected components: Box Web Application - Enterprise ReportsEnterprise Reports

Timeline of updates

  1. investigating

    Our team is investigating an issue with Admin Reporting. Users may experience inconsistent data in reports generated after approximately 3:30 PM Pacific Time. We will provide additional information as it becomes available.

  2. identified

    The issue has been identified and a fix is being implemented.

  3. resolved

    This incident is now resolved and Box services have been restored to full functionality. If you generated reports during the impacted period, please re-run those reports. Please contact Box Support at https://support.box.com/ (opens in new tab) if you continue to experience any issues.

  4. postmortemEdited

    We recently addressed issues affecting Admin Reports on AI usage reporting. 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.
    Between 3:30 PM PDT and 7:59 PM PDT on September 3, 2026, ~~—~~ some users may have experienced difficulties while working in Box. During this time, AI Unit usage reports may have shown missing, empty, or otherwise incomplete AI-usage data and related insights.
    The issue occurred because a third‑party data ingestion service experienced elevated error rates that interrupted ingestion into our reporting pipeline. We were able to resolve the issue after the provider deployed a mitigation, and our teams re-ran previously failing ingestion jobs and rebuilt reporting tables to backfill missing data, restoring report availability. In addition, we will pursue follow-up with the provider and take steps to reduce the likelihood of recurrence.
    Analysis
    Upon learning of the incident, coordination with our third‑party provider was required to restore capacity.
    Corrective Actions
    Box has initiated the following corrective actions:
    Obtaining the provider's formal root‑cause analysis.
    Enhancing re-try mechanisms to recover from failures.
    Enhancing alerting mechanisms for failed ingestion jobs error rates and observable signs of data‑quality degradation.
    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

Changes Rewindex caught on this incident

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Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab).

Cite this

Status incident (vendor impact label: minor) posted by Box, started 2026-09-04 02:10 UTC, resolved after 53 min, 4 update(s); edited after publishing.

Title
[Minor] Issue with Admin Reporting
Vendor
Box
Date
URL
https://rewindex.com/company/box/incidents/sy0782slzd2t

Box profileRecent Box incidentsAll outages on September 4, 2026Box in September 2026MarkdownJSON