Aug <var data-var='date'>13</var>, <var data-var='time'>10:58</var> UTC Resolved - This incident has been resolved.

Growth customers not renewed on 12 Aug for one day

Jul <var data-var='date'>30</var>, <var data-var='time'>22:00</var> UTC Resolved - This incident has been resolved.

Potentially all hotjar accounts with varying degrees of limited service.

Jun <var data-var='date'>10</var>, <var data-var='time'>09:07</var> UTC Resolved - We experienced a temporary issue where some VOC responses may not have been captured between 12:00 UTC and 14:20 UTC on June 10th. System performance has since returned to normal.

Missing VOC Responses

Jan <var data-var='date'>28</var>, <var data-var='time'>13:12</var> UTC Resolved - This incident has been resolved. Jan <var data-var='date'>27</var>, <var data-var='time'>20:53</var> UTC Monitoring - On 22nd January 9.30am UTC we deployed a change that meant users who: - Created a Contentsquare Account - Were then invited to a Hotjar Account Would be unable to login to the Hotjar Account due to a bug on the login process. On 27th January 5pm UTC, we deployed a change to undo the root cause and we are resolving the issue for the mistakenly locked accounts.

Potential login issues to Hotjar

Jan <var data-var='date'>20</var>, <var data-var='time'>09:07</var> UTC Resolved - This incident has been resolved. Jan <var data-var='date'>20</var>, <var data-var='time'>08:07</var> UTC Investigating - We are currently investigating this issue.

Surveys not opening in Hotjar application

Nov <var data-var='date'>17</var>, <var data-var='time'>08:34</var> UTC Resolved - This incident is resolved, and Heatmaps are working as normal. Nov <var data-var='date'>15</var>, <var data-var='time'>20:46</var> UTC Monitoring - We’ve identified the issue and deployed a fix. We’re currently monitoring the results to ensure everything is stable. Nov <var data-var='date'>14</var>, <var data-var='time'>20:46</var> UTC Investigating - We are experiencing loading issues with Heatmaps & Z onings when creating new screenshots or when providing screenshot suggestions. Our team is currently investigating. Manual screenshots can be used as workaround for both Heatmaps and Zonings while we are fixing the issue.

Heatmaps: Issues Generating New Screenshots

Sep <var data-var='date'>19</var>, <var data-var='time'>11:30</var> UTC Resolved - Our website, Hotjar.com was briefly inaccessible, but service has been restored. Thanks for bearing with us, and we apologize for any inconvenience caused.

Hotjar.com Down

Sep <var data-var='date'>18</var>, <var data-var='time'>12:00</var> UTC Resolved - We have identified and resolved the cause of the issue. If you experience any further problems, please contact Support.

VoC issues

Sep <var data-var='date'>15</var>, <var data-var='time'>14:22</var> UTC Resolved - This issue has been resolved. A fix was deployed to ensure interview scheduling now correctly uses the timezone set in the project’s settings. We apologize for the inconvenience. Sep <var data-var='date'>11</var>, <var data-var='time'>11:04</var> UTC Investigating - Investigating - We have identified an issue with Interviews where the selected timezone for a project is not being applied correctly during participant scheduling. Our team is actively investigating the cause and will provide an update as soon as possible.

Investigating Issues with Interview Scheduling Timezones

Aug <var data-var='date'>27</var>, <var data-var='time'>20:50</var> UTC Resolved - We have identified the cause of the issue and resolved it. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you experience any further issues, please raise a ticket through our Help Center. Thanks! Aug <var data-var='date'>26</var>, <var data-var='time'>20:26</var> UTC Investigating - We're currently investigating an issue where User Attributes can't be accessed in Insights Site Settings, as well an “Error when fetching User Attributes” message preventing the use of Session Filters. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!

Error when fetching User Attributes

Apr <var data-var='date'> 8</var>, <var data-var='time'>16:56</var> UTC Resolved - We’ve validated the deployed fix has worked, and we’re closing this incident. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you don’t think the incident is resolved, or you’re still seeing problems on your end please raise a ticket through our Help Center: https://help.hotjar.com/hc/en-us/requests/new Thanks! Apr <var data-var='date'> 8</var>, <var data-var='time'>15:27</var> UTC Identified - We’ve identified the root cause of the incident. We’re working on developing a fix and hope to share more news soon. We’ll post another update to this page once we’ve deployed the fix, and we move on to monitoring it to check it’s resolved the fault. Thanks for bearing with us. Apr <var data-var='date'> 8</var>, <var data-var='time'>15:26</var> UTC Investigating - We’ve declared an incident to investigate reports of Surveys not activating/deactivating, and other changes to the Survey settings not being reflected on customer websites. We’ve formed an incident response team and they’re investigating this together. We’ll post further updates to this incident report when we have them, but in the meantime, we’re sorry for the trouble. Thanks a lot for bearing with us!

Survey changes are not saving correctly

Mar <var data-var='date'>17</var>, <var data-var='time'>14:13</var> UTC Resolved - We've resolved an issue where hotjar.com was down for some users. This did not affect Insights nor data collection. hotjar.com is back up and running. Thank you for your patience! If you’re still seeing problems on your end please raise a ticket through our Help Center: https://help.hotjar.com/hc/en-us/requests/new. Thanks!

Hotjar.com down for some users

Feb <var data-var='date'>28</var>, <var data-var='time'>15:05</var> UTC Resolved - We've resolved an issue! hotjar.com is back up and running. Thank you for your patience! If you’re still seeing problems on your end please raise a ticket through our Help Center: https://help.hotjar.com/hc/en-us/requests/new. Thanks!

Hotjar.com did not capture data for some users on free plans between Jan 22-Feb 28

Feb <var data-var='date'>19</var>, <var data-var='time'>18:01</var> UTC Resolved - We’ve deployed the fix we mentioned earlier, and we’re closing this incident. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you don’t think the incident is resolved, or you’re still seeing problems on your end please raise a ticket through our Help Center (https://help.hotjar.com/hc/en-us/requests/new). Thanks! Feb <var data-var='date'>19</var>, <var data-var='time'>17:38</var> UTC Identified - We’ve identified the root cause for the incident! We’re working on developing a fix and hope to share more news soon. We’ll post another update to this page once we’ve deployed the fix, and we’re monitoring it to check it’s resolved the fault. Thanks for bearing with us! Feb <var data-var='date'>19</var>, <var data-var='time'>16:58</var> UTC Investigating - We’ve declared an incident to investigate reports of surveys not recording the impressions metric, which, in turn, affects the other Overview metrics. We’ve formed an incident response team and they’re investigating this together. We’ll post further updates to this incident report when we have them, but in the meantime, we’re really sorry for the trouble with your stats. Thanks a lot for bearing with us!

Surveys not recording impressions metric

Jan <var data-var='date'>21</var>, <var data-var='time'>15:24</var> UTC Resolved - This incident is now resolved. Thanks for bearing with us! Jan <var data-var='date'>21</var>, <var data-var='time'>11:34</var> UTC Investigating - We're investigating an issue with being unable to verify tag installation. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!

Unable to verify tag installation

Jan <var data-var='date'>21</var>, <var data-var='time'>11:31</var> UTC Resolved - This incident is now resolved. Thanks for bearing with us! Jan <var data-var='date'>20</var>, <var data-var='time'>14:30</var> UTC Monitoring - After further investigation, our team detected the following impact: - Survey screenshots were not captured - User attributes in Survey responses were not captured - Sentiment analysis could not run (it can be re-ran now) - Automated tags did not run (they can be re-ran now) - Surveys' integrations with Slack/MS Teams/Zapier/Webhooks did not run The timeframe for this impact was Jan 20 ~00:00 UTC to Jan 20 ~7:15 UTC. We're really sorry for the trouble. We're monitoring the situation to ensure everything is back to normal. Jan <var data-var='date'>20</var>, <var data-var='time'>09:18</var> UTC Update - We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal. Jan <var data-var='date'>20</var>, <var data-var='time'>07:44</var> UTC Investigating - We've identified an issue that causes the Surveys to be temporarily unavailable. Our engineers are working to fix the issue ASAP. Thanks for bearing with us!

Ask Tools Temporarily Unavailable

Dec <var data-var='date'>12</var>, <var data-var='time'>18:04</var> UTC Resolved - We’ve identified the root cause, deployed, and validated the fix has worked. We’re closing this incident. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you don’t think the incident is resolved, or you’re still seeing problems on your end please raise a ticket through our Help Center. Thanks! Dec <var data-var='date'>12</var>, <var data-var='time'>16:42</var> UTC Investigating - We’ve declared an incident to investigate reports of some users being unable to access survey-specific pages from the survey list. We’ve formed an incident response team and they’re investigating this together. We’ll post further updates to this incident report when we have them, but in the meantime we’re really sorry for the trouble with accessing your survey. Thanks a lot for bearing with us!

Some users can't access the individual survey from the survey list page

Nov <var data-var='date'>28</var>, <var data-var='time'>10:24</var> UTC Resolved - This incident is now resolved. Thanks for bearing with us! Nov <var data-var='date'>28</var>, <var data-var='time'>10:07</var> UTC Monitoring - The external service has recovered and normal operations have returned. We are monitoring the situation to ensure that everything is stable. Nov <var data-var='date'>28</var>, <var data-var='time'>10:05</var> UTC Identified - The external service has recovered and normal operations have returned. We are monitoring the situation to ensure that everything is stable. Nov <var data-var='date'>28</var>, <var data-var='time'>09:48</var> UTC Investigating - We’re investigating an issue with a failing system that is causing sporadic maintenance mode messages to appear. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!

Insights sporadically unavailable

Nov <var data-var='date'>25</var>, <var data-var='time'>12:35</var> UTC Resolved - This incident is now resolved. Thank you for bearing with us! Nov <var data-var='date'>25</var>, <var data-var='time'>11:31</var> UTC Investigating - The Engage product is currently down. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!

Engage is unavailable

Nov <var data-var='date'>15</var>, <var data-var='time'>16:28</var> UTC Resolved - This incident is now resolved. Thanks for bearing with us! Nov <var data-var='date'>14</var>, <var data-var='time'>19:18</var> UTC Update - While working on mitigating this incident, our ingestion pipeline was made to drop all active sessions around 18:00 UTC. We're sorry for the sessions that couldn't be captured. These will be compensated by increasing session capture for the following hours. Nov <var data-var='date'>14</var>, <var data-var='time'>19:13</var> UTC Update - While working on mitigating this incident, our ingestion pipeline was made to drop all active sessions around 18:00 UTC. The lost sessions are compensated by increasing session capture for the following hours. Nov <var data-var='date'>14</var>, <var data-var='time'>19:09</var> UTC Investigating - We're investigating an issue with lagging session ingestion. Sessions may take longer to appear in your account. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!

Session ingestion lag

Sep <var data-var='date'>27</var>, <var data-var='time'>10:41</var> UTC Resolved - We’ve validated the deployed fix has worked, and we’re closing this incident. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you don’t think the incident is resolved, or you’re still seeing problems on your end please raise a ticket through our Help Center. Thanks! Sep <var data-var='date'>27</var>, <var data-var='time'>10:10</var> UTC Monitoring - We’ve deployed the fix we mentioned earlier - we’re now monitoring the deployment to check it’s resolved the fault! We’ll check in again to let you know when the incident’s resolved. Sep <var data-var='date'>27</var>, <var data-var='time'>09:58</var> UTC Update - We’ve identified the root cause for the incident! We’re working on developing a fix and hope to share more news soon. We’ll post another update to this page once we’ve deployed the fix, and we’re monitoring it to check it’s resolved the fault. Thanks for bearing with us! Sep <var data-var='date'>27</var>, <var data-var='time'>09:56</var> UTC Identified - Some users are experiencing issues logging in. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Sep <var data-var='date'>27</var>, <var data-var='time'>09:14</var> UTC Investigating - Some users are experiencing issues logging in. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.

Some users are experiencing issues logging in.

Sep <var data-var='date'>25</var>, <var data-var='time'>11:45</var> UTC Resolved - This incident is now resolved. Thanks for bearing with us! Sep <var data-var='date'>25</var>, <var data-var='time'>11:16</var> UTC Investigating - We're investigating an issue with the Survey templates being temporarily unavailable. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.

Survey Templates Unavailable

Sep <var data-var='date'>12</var>, <var data-var='time'>08:13</var> UTC Resolved - This incident is now resolved. Thanks for bearing with us! Sep <var data-var='date'>11</var>, <var data-var='time'>15:02</var> UTC Monitoring - Our engineering team have deployed a fix and we are now monitoring the issue. Sep <var data-var='date'>11</var>, <var data-var='time'>12:42</var> UTC Investigating - We’re investigating an issue with reactivation for a small number of Hotjar accounts. Our engineers are working to fix the issue. We’ll post a further update once the issue is resolved.

Reactivation issue

Sep <var data-var='date'> 3</var>, <var data-var='time'>13:55</var> UTC Resolved - This incident is resolved. Thanks for bearing with us! Sep <var data-var='date'> 3</var>, <var data-var='time'>13:42</var> UTC Monitoring - A fix has been implemented and the situation is being monitored. Sep <var data-var='date'> 3</var>, <var data-var='time'>11:29</var> UTC Investigating - You may experience some translation issues if you use Hotjar in another language. We're working on a resolution!

Translation issues in Insights

Aug <var data-var='date'>30</var>, <var data-var='time'>10:00</var> UTC Resolved - Our engineers have deployed a fix, and this incident is resolved. Thanks for bearing with us! Aug <var data-var='date'>30</var>, <var data-var='time'>09:20</var> UTC Identified - We're investigating an issue with Survey creation. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!

Is Hotjar down?

Hotjar status is UP

Lastest published events

Growth customers not renewed on 12 Aug for one day

Potentially all hotjar accounts with varying degrees of limited service.

Missing VOC Responses

Hotjar Services, Components and Regions

Recent Hotjar events

Growth customers not renewed on 12 Aug for one day

Potentially all hotjar accounts with varying degrees of limited service.

Missing VOC Responses

Potential login issues to Hotjar

Surveys not opening in Hotjar application

Heatmaps: Issues Generating New Screenshots