Box Shuttle Migration Service Experiences Critical Outage

Box's Shuttle migration tool was unavailable for over 27 hours following a vendor database update.

By The Downtime · Jul 29, 2026 · 10:45 PM

Box reported a critical issue affecting its Shuttle migration service between March 24–25, 2026. Users experienced blank pages, timeouts, and failures when configuring or running migration jobs during the outage window. The service has since been restored to full functionality.

Box is a cloud content management and file-sharing platform widely used by enterprises for document storage and collaboration.

The incident began after a vendor-managed database maintenance update that included operating system and security library changes. The update caused affected database clusters to enter a read-only or degraded state, preventing normal job configuration and history access. Box's team identified the underlying cause and worked with the vendor to revert the change on affected clusters. After the vendor rollback and service restarts, normal operations resumed around 11:40 AM PDT on March 25.

Box has now resolved the incident and announced corrective actions including staged validation of vendor updates, enhanced monitoring for database degradation states, and improved coordination procedures with its database vendor.

🕒 Live updates (19)

postmortem Jul 29, 3:33 PM

We recently addressed issues affecting Shuttle \(migration service\). 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 03/24/2026 08:00 PM PDT and 03/25/2026 11:40 AM PDT on Mar 24–25, 2026 — some users may have experienced difficulties while working in Box. During this time, users reported blank pages, timeouts, and failures when configuring or running migration jobs in the Shuttle interface. ‌ The issue occurred after a vendor-managed database maintenance update that included an operating system and security library change, which caused the affected database clusters to enter a read-only or degraded state and prevented normal job configuration and history access. We were able to resolve the issue after the vendor reverted the change on the affected clusters and our teams restarted the dependent services, after which we verified normal operation. In addition, we will take steps to reduce the likelihood of recurrence by improving coordination and testing for vendor-managed upgrades and strengthening our operational safeguards. ‌ # Analysis ‌ This incident highlighted risks in relying on vendor-managed platform updates without staged validation across environments, and showed gaps in how quickly we could detect and isolate read-only database states. Response required close vendor collaboration to identify and revert the change; internal mitigations \(service restarts and connection management\) were insufficient until the vendor rollback completed. We will improve pre-upgrade controls, monitoring for early signs of degraded database state, and runbook guidance for faster mitigation. ‌ # Corrective Actions Box has initiated the following corrective actions: ‌ * Require staged validation of vendor-managed platform upgrades \(dev → staging → production\) before production rollout. * Establish a coordinated upgrade/runbook with the vendor that defines pre-checks, rollback steps, and escalation pathways. * Enhance monitoring and alerts for read-only database states, failed elections, and connection saturation to detect similar issues earlier. ‌ 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

resolved Mar 25, 10:00 AM

After further monitoring, this incident is now considered resolved. Box Shuttle has been restored to full functionality. If you continue to experience any issues, please contact Box Support at https://support.box.com.

monitoring Mar 25, 9:26 AM

Our team has taken steps to remediate this issue and is seeing improvement for the Box Shuttle service. We are continuing to monitor for any additional impact.

identified Mar 25, 7:54 AM

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.

identified Mar 25, 7:23 AM

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.

investigating Mar 25, 6:24 AM

We are continuing to investigate this issue. We will provide additional updates as they become available.

investigating Mar 25, 5:43 AM

We are continuing to investigate this issue. We will provide additional updates as they become available.

investigating Mar 25, 5:07 AM