[Medium] Issues with Box Hubs Shared Links

Final update

We recently addressed issues affecting Hubs shared-link access 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. ‌ Between August 27, 2026 at 11:18 PM PDT and August 28, 2026 at 2:48 AM PDT, some customers may have been unable to access Box Hubs using shared links. Other Box functionality, such as file and folder access, was not broadly affected. ‌ The issue occurred as a result of a recent code change in our ongoing effort to improve performance. We were able to resolve the issue by rolling back the change, and traffic returned to the previous behavior. ‌ # Analysis During a routine deployment, a configuration change intended exclusively for a pre-production environment was inadvertently applied to the production environment. The incident highlighted opportunities to strengthen deployment-time configuration validation and pre-deployment checks designed to catch environment-specific configuration differences. # Corrective Actions Box has initiated the following corrective actions: * Improving deployment validation to ensure required environment-specific configuration blocks are pres

1. Postmortem · Sep 6, 22:49 UTC
   We recently addressed issues affecting Hubs shared-link access 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. ‌ Between August 27, 2026 at 11:18 PM PDT and August 28, 2026 at 2:48 AM PDT, some customers may have been unable to access Box Hubs using shared links. Other Box functionality, such as file and folder access, was not broadly affected. ‌ The issue occurred as a result of a recent code change in our ongoing effort to improve performance. We were able to resolve the issue by rolling back the change, and traffic returned to the previous behavior. ‌ # Analysis During a routine deployment, a configuration change intended exclusively for a pre-production environment was inadvertently applied to the production environment. The incident highlighted opportunities to strengthen deployment-time configuration validation and pre-deployment checks designed to catch environment-specific configuration differences. # Corrective Actions Box has initiated the following corrective actions: * Improving deployment validation to ensure required environment-specific configuration blocks are present before release. * Adding end-to-end checks for shared-link resolution that run as part of pre-release and rollout verification. * Enhancing production monitoring and alerts for shared-link failures so regressions are detected and triaged faster. ‌ We are continuously working to improve Box and w
2. Resolved · Aug 28, 10:00 UTC
   After further monitoring, this incident is now considered resolved. Box services have been restored to full functionality. Please contact Box Support at https://support.box.com/ if you continue to experience any issues.
3. Identified · Aug 28, 09:44 UTC
   Box continues remediation efforts to restore full functionality to Box Hubs access via Shared Link. The underlying cause of the issue has been identified and efforts are underway to restore stability.
4. Investigating · Aug 28, 08:20 UTC
   We are investigating an ongoing issue affecting Box Hubs shared links. Users may face issues with accessing Box Hubs using Shared Links. We will provide more information as soon as it is available.