Major issue with Box Services - Latency + Timeouts

Hi David,

Welcome to the Box Community! I'm happy to help.

Please follow these steps:
1. Go to https://www.box.com/settings
2. Select the "General" tab
3. Under the "Connection Diagnostics" section click the "Begin Test" button

This will run a connection test and let me know your current upload/download speeds, your latency, to our multiple data centers.

Hope this helps.

Best,

Thank you.  Please see below.

Current user time: 1659642565
User ID: 16520273400
Server time for page load: 1659642563
=========================================================================
PART 1 of 3: Testing ping to different Box hostnames...
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Checking ping to "https://app.box.com":
Pings: 114, 97, 99ms.
Minimum ping: 97 milliseconds. Maximum ping: 114ms. Average ping: 103ms.
All requests to the hostname "https://app.box.com" succeeded.
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Checking ping to "https://app.boxenterprise.net":
Pings: 483, 162, 139ms.
Minimum ping: 139 milliseconds. Maximum ping: 483ms. Average ping: 261ms.
All requests to the hostname "https://app.boxenterprise.net" succeeded.
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Checking ping to "https://app.boxcn.net":
Pings: 607, 135, 147ms.
Minimum ping: 135 milliseconds. Maximum ping: 607ms. Average ping: 296ms.
All requests to the hostname "https://app.boxcn.net" succeeded.
=========================================================================
PART 2 of 3: Testing download throughput of connections to different Box hostnames...
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Checking download throughput to "https://app.box.com"...
The 10KB file loaded in 112ms (739kbps).
The 34KB file loaded in 127ms (2126kbps).
The 73KB file loaded in 183ms (3178kbps).
The 258KB file loaded in 350ms (5903kbps).
The 1164KB file loaded in 642ms (14504kbps).
The 4552KB file loaded in 513ms (70988kbps).
6 out of 6 requests to "https://app.box.com" succeeded.
Latency: 112 milliseconds.
Peak Download (accounting for latency): 90815 kbps.
-------------------------------------------------------------------------
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Checking download throughput to "https://app.boxenterprise.net"...
The 10KB file loaded in 267ms (310kbps).
The 34KB file loaded in 195ms (1385kbps).
The 73KB file loaded in 227ms (2562kbps).
The 258KB file loaded in 295ms (7004kbps).
The 1164KB file loaded in 674ms (13815kbps).
The 4552KB file loaded in 1438ms (25325kbps).
6 out of 6 requests to "https://app.boxenterprise.net" succeeded.
Latency: 195 milliseconds.
Peak Download (accounting for latency): 29297 kbps.
-------------------------------------------------------------------------
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Checking download throughput to "https://app.boxcn.net"...
The 10KB file loaded in 244ms (339kbps).
The 34KB file loaded in 201ms (1344kbps).
The 73KB file loaded in 261ms (2229kbps).
The 258KB file loaded in 387ms (5339kbps).
The 1164KB file loaded in 725ms (12843kbps).
The 4552KB file loaded in 1119ms (32544kbps).
6 out of 6 requests to "https://app.boxcn.net" succeeded.
Latency: 201 milliseconds.
Peak Download (accounting for latency): 39669 kbps.
-------------------------------------------------------------------------
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Checking download throughput to "https://dl.boxcloud.com"...
The 10KB file loaded in 393ms (211kbps).
The 34KB file loaded in 205ms (1317kbps).
The 73KB file loaded in 244ms (2384kbps).
The 258KB file loaded in 333ms (6205kbps).
The 1164KB file loaded in 690ms (13495kbps).
The 4552KB file loaded in 1130ms (32227kbps).
6 out of 6 requests to "https://dl.boxcloud.com" succeeded.
Latency: 205 milliseconds.
Peak Download (accounting for latency): 39369 kbps.
-------------------------------------------------------------------------
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Checking download throughput to "https://dl.boxenterprise.net"...
Failed to load the initial test image.
The connection to "https://dl.boxenterprise.net" timed out, aborting the rest of the tests.
-------------------------------------------------------------------------
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Checking download throughput to "https://dl.boxcn.net"...
Failed to load the initial test image.
The connection to "https://dl.boxcn.net" timed out, aborting the rest of the tests.
-------------------------------------------------------------------------
-------------------------------------------------------------------------
Checking download throughput to "https://dl.app.box.com"...
The 10KB file loaded in 404ms (205kbps).
The 34KB file loaded in 185ms (1460kbps).
The 73KB file loaded in 183ms (3178kbps).
The 258KB file loaded in 354ms (5837kbps).
The 1164KB file loaded in 287ms (32444kbps).
The 4552KB file loaded in 1597ms (22803kbps).
6 out of 6 requests to "https://dl.app.box.com" succeeded.
Latency: 183 milliseconds.
Peak Download (accounting for latency): 25754 kbps.
-------------------------------------------------------------------------
=========================================================================
PART 3 of 3: Testing upload to different Box hostnames...
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Checking upload to "https://app.box.com":
The 9.8kb upload completed in 107ms (748kbps)
The 97.7kb upload completed in 146ms (5479kbps)
The 976.6kb upload completed in 205ms (39024kbps)
The 9.5mb upload completed in 654ms (122324kbps)
4 out of 4 requests to "https://app.box.com" succeeded.
Upload: 122324 kbps.
-------------------------------------------------------------------------
-------------------------------------------------------------------------
Checking upload to "https://app.boxenterprise.net":
The 9.8kb upload completed in 128ms (625kbps)
The 97.7kb upload completed in 255ms (3137kbps)
The 976.6kb upload completed in 885ms (9040kbps)
The 9.5mb upload completed in 4827ms (16573kbps)
4 out of 4 requests to "https://app.boxenterprise.net" succeeded.
Upload: 16573 kbps.
-------------------------------------------------------------------------
-------------------------------------------------------------------------
Checking upload to "https://app.boxcn.net":
The 9.8kb upload completed in 130ms (615kbps)
The 97.7kb upload completed in 204ms (3922kbps)
The 976.6kb upload completed in 779ms (10270kbps)
The 9.5mb upload completed in 4919ms (16263kbps)
4 out of 4 requests to "https://app.boxcn.net" succeeded.
Upload: 16263 kbps.
-------------------------------------------------------------------------
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Checking upload to "https://fupload1.box.com":
Initial connection timeout to https://fupload1.box.com (10s, 1000b)
Because the first test failed, aborting the rest of the tests.
-------------------------------------------------------------------------
-------------------------------------------------------------------------
Checking upload to "https://cloud.app.box.com":
The 9.8kb upload completed in 121ms (661kbps)
The 97.7kb upload completed in 186ms (4301kbps)
The 976.6kb upload completed in 202ms (39604kbps)
The 9.5mb upload completed in 745ms (107383kbps)
4 out of 4 requests to "https://cloud.app.box.com" succeeded.
Upload: 107382 kbps.
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Final user time: 1659642612

This issue occurs, with one specific folder, which won't open and is continuously loading.  I can access all other shared folders.