tag:status.hotjar.com,2005:/historyHotjar Status - Incident History2024-03-18T23:33:23ZHotjartag:status.hotjar.com,2005:Incident/202184902024-03-11T21:46:18Z2024-03-11T21:48:18ZSome users run into "Something went wrong. please try again later." error<p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>21:46</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved. Thanks for bearing with us!</p><p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>20:19</var> UTC</small><br><strong>Identified</strong> - We've identified the root cause of this incident, and a fix is being developed.<br /><br />We'll post an update to let you know once we move on to monitoring the fix. Thanks again for bearing with us!</p><p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>20:09</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue in Insights where some user accounts run into a "Something went wrong. please try again later." error.<br /><br />Our engineers are working to fix the issue ASAP, we will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us while we look into this!</p>tag:status.hotjar.com,2005:Incident/202136722024-03-11T13:57:31Z2024-03-11T13:57:31ZElevated latency causing slow performance<p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>13:57</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved. Thanks for bearing with us!</p><p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>11:28</var> UTC</small><br><strong>Monitoring</strong> - The database performance has returned to the expected levels. Our engineers will monitor the situation to ensure that everything is back to normal.</p><p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>10:54</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue with elevated latency in our database, which may cause longer load times, slower processing of sessions, and other delays in Hotjar functions.<br /><br />Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/201746092024-03-06T12:12:08Z2024-03-06T12:12:08ZDelays in sampling calculations<p><small>Mar <var data-var='date'> 6</var>, <var data-var='time'>12:12</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved. Thanks for bearing with us!</p><p><small>Mar <var data-var='date'> 6</var>, <var data-var='time'>10:49</var> UTC</small><br><strong>Monitoring</strong> - We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal.</p><p><small>Mar <var data-var='date'> 6</var>, <var data-var='time'>10:08</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue that causes delays in the sampling calculations. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/201677502024-03-05T16:35:44Z2024-03-05T16:35:44Z'Sign in with Google' is unavailable<p><small>Mar <var data-var='date'> 5</var>, <var data-var='time'>16:35</var> UTC</small><br><strong>Resolved</strong> - While Google is yet to share any public update on this incident, our team is now able to sign in to Hotjar using the 'Sign in with Google' option.<br /><br />Thanks for bearing with us while this was happening!</p><p><small>Mar <var data-var='date'> 5</var>, <var data-var='time'>15:54</var> UTC</small><br><strong>Investigating</strong> - Our team has detected an issue on Google's end, where their Single Sign On service is not working at the moment.<br /><br />We're keeping an eye on the situation, and will share updates as Google provides them. Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/201559062024-03-04T10:49:29Z2024-03-04T10:49:29ZDelay in activating Hotjar trials<p><small>Mar <var data-var='date'> 4</var>, <var data-var='time'>10:49</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved. Thanks for bearing with us!</p><p><small>Mar <var data-var='date'> 4</var>, <var data-var='time'>10:28</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue that caused a delay in offering new trials between 02:00 - 11:00 UTC.</p>tag:status.hotjar.com,2005:Incident/200987132024-02-28T17:17:09Z2024-02-28T17:17:09ZCustom colors not working for full-screen surveys<p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>17:17</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved. Thanks for bearing with us!</p><p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>16:32</var> UTC</small><br><strong>Identified</strong> - We've identified the root cause of this incident, and a fix is being developed!<br /><br />We'll post an update to let you know when we're deploying and monitoring the fix. <br /><br />Thanks again for bearing with us!</p><p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>16:31</var> UTC</small><br><strong>Update</strong> - We're investigating an issue with custom colors not working for full-screen surveys in the survey wizard.<br /><br />Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us!</p><p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>16:10</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue with custom colors not working for full-screen surveys.<br /><br />Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/199839072024-02-28T13:33:53Z2024-02-28T13:33:53ZSome users of Microsoft email not receiving registration emails<p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>13:33</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved. Thanks for bearing with us.</p><p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>16:52</var> UTC</small><br><strong>Identified</strong> - We've identified the issue and are working on a fix.<br /><br />For some context, some Microsoft mail servers are discarding emails after accepting their delivery.</p><p><small>Feb <var data-var='date'>14</var>, <var data-var='time'>14:11</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue where some users of Microsoft email (Outlook, etc.) are not receiving registration emails from us.<br /><br />Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/200562382024-02-23T11:20:07Z2024-02-23T11:20:07ZAsk screenshots delayed processing<p><small>Feb <var data-var='date'>23</var>, <var data-var='time'>11:20</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved, the pending screenshots for Feedback responses have been processed.<br /><br />Thank you for bearing with us!</p><p><small>Feb <var data-var='date'>23</var>, <var data-var='time'>11:17</var> UTC</small><br><strong>Monitoring</strong> - We have deployed the fix for this issue, and we are monitoring things to make sure everything is looking good!</p><p><small>Feb <var data-var='date'>23</var>, <var data-var='time'>10:53</var> UTC</small><br><strong>Identified</strong> - We've identified the issue and are working on a fix!</p><p><small>Feb <var data-var='date'>23</var>, <var data-var='time'>10:39</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue where some users may see a delay in Feedback screenshots being processed.<br /><br />Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/200385952024-02-21T14:54:11Z2024-02-21T14:54:11ZThe project creation page in Interviews is not loading properly<p><small>Feb <var data-var='date'>21</var>, <var data-var='time'>14:54</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved, and new project creations in 'Interviews' are loading as expected. Thanks for bearing with us!</p><p><small>Feb <var data-var='date'>21</var>, <var data-var='time'>14:05</var> UTC</small><br><strong>Identified</strong> - We've identified an issue affecting Engage Interviews that is impacting new project creation flows.</p>tag:status.hotjar.com,2005:Incident/200197902024-02-19T12:39:31Z2024-02-19T12:39:31ZPrice preview shows incorrect pricing when moving to yearly<p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>12:39</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved. Thanks for bearing with us!</p><p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>11:23</var> UTC</small><br><strong>Identified</strong> - We’ve identified an incident with price previews when moving to a yearly subscription. <br /><br />Our team is already working on developing a fix and we hope to share more news soon. <br /><br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/199930052024-02-16T09:40:02Z2024-02-16T09:40:02ZAbandon Surveys Not Appearing<p><small>Feb <var data-var='date'>16</var>, <var data-var='time'>09:40</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved. Thanks for bearing with us!</p><p><small>Feb <var data-var='date'>15</var>, <var data-var='time'>16:14</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue with abandon/exit-intent surveys not appearing.<br />Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/199838232024-02-14T16:30:08Z2024-02-14T16:30:08ZSignificant drop in error capture events<p><small>Feb <var data-var='date'>14</var>, <var data-var='time'>16:30</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved. Thanks for bearing with us.<br /><br />To recap the issue, starting on January 22, error capture rates dropped significantly. We discovered this was an incident on February 14 and deployed a fix.<br /><br />We didn't capture error data during that time frame, but you will start seeing error data captured moving forward.</p><p><small>Feb <var data-var='date'>14</var>, <var data-var='time'>15:11</var> UTC</small><br><strong>Monitoring</strong> - We've deployed a fix, error capture is working again, and we're monitoring this closely.</p><p><small>Feb <var data-var='date'>14</var>, <var data-var='time'>14:42</var> UTC</small><br><strong>Identified</strong> - We've identified the issue and are working on a fix.</p><p><small>Feb <var data-var='date'>14</var>, <var data-var='time'>13:59</var> UTC</small><br><strong>Investigating</strong> - We're investigating a drop in error capture events.<br /><br />Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/199823562024-02-14T10:37:32Z2024-02-14T10:37:32ZAsk features unavailable for some users<p><small>Feb <var data-var='date'>14</var>, <var data-var='time'>10:37</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved. Thanks for bearing with us!</p><p><small>Feb <var data-var='date'>14</var>, <var data-var='time'>09:51</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue with Ask features being unavailable for a limited number of users. <br />Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/199748122024-02-14T08:48:57Z2024-02-14T08:48:57ZAntivirus alerts for the Hotjar script<p><small>Feb <var data-var='date'>14</var>, <var data-var='time'>08:48</var> UTC</small><br><strong>Resolved</strong> - The review by the antivirus provider has completed and confirmed this was a false positive. <br /><br />They have updated their definitions, and if you still receive reports, they recommend manually updating your local definitions.<br /><br />Thanks for bearing with us while we got this resolved!</p><p><small>Feb <var data-var='date'>13</var>, <var data-var='time'>13:57</var> UTC</small><br><strong>Identified</strong> - We have concluded our internal review and testing and believe this is a false positive. <br /><br />We have reported this through the portal provided by the antivirus software and will work with them to address any questions.<br /><br />We'll post an update again when we have more information on the status of our request to remove this false positive.<br /><br />Thanks again for bearing with us!</p><p><small>Feb <var data-var='date'>13</var>, <var data-var='time'>13:01</var> UTC</small><br><strong>Investigating</strong> - We are investigating reports of an antivirus alert regarding the Hotjar script.<br /><br />Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/199745772024-02-13T13:32:13Z2024-02-13T13:32:13ZElevated failure rate in sampling value calculations<p><small>Feb <var data-var='date'>13</var>, <var data-var='time'>13:32</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved. Thanks for bearing with us!</p><p><small>Feb <var data-var='date'>13</var>, <var data-var='time'>12:18</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue with sampling not being calculated correctly for up to 2% of sites. <br /><br />Our engineers are working to fix the issue ASAP. Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/199666032024-02-13T08:49:23Z2024-02-13T08:49:23ZRedirect error for anonymous users<p><small>Feb <var data-var='date'>13</var>, <var data-var='time'>08:49</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved. Thanks for bearing with us!</p><p><small>Feb <var data-var='date'>12</var>, <var data-var='time'>13:16</var> UTC</small><br><strong>Identified</strong> - We've identified the root cause of this incident, and a fix is being developed!<br />We'll post an update to let you know when we're deploying and monitoring the fix.</p><p><small>Feb <var data-var='date'>12</var>, <var data-var='time'>13:15</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue where the sign-in page keeps endlessly loading for anonymous users trying to watch a shared recording. <br />Our engineers are working to fix the issue ASAP. <br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/199412712024-02-09T10:02:39Z2024-02-09T10:02:39ZAccounts created in the past 24 hours may not have access to their full list of tools.<p><small>Feb <var data-var='date'> 9</var>, <var data-var='time'>10:02</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved as of 19:45 CET. <br /><br />Thanks for bearing with us!</p><p><small>Feb <var data-var='date'> 8</var>, <var data-var='time'>17:42</var> UTC</small><br><strong>Identified</strong> - We've identified the root cause of this incident, and a fix is being developed!<br /><br />We'll post an update to let you know when we're deploying and monitoring the fix. <br /><br />Thanks again for bearing with us!</p><p><small>Feb <var data-var='date'> 8</var>, <var data-var='time'>17:39</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue with some new Accounts created in the past 24 hours that may not have access to their Site plan's full list of tools.<br /><br />Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/199208302024-02-06T15:20:29Z2024-02-06T15:20:29ZHotjar Insights isn't loading<p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>15:20</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved. Hotjar Insights was unavailable between 11:19 and 11:50 UTC today (Tue Feb 6th). <br /><br />Thank you for bearing with us!</p><p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>12:00</var> UTC</small><br><strong>Monitoring</strong> - We’ve deployed a fix and Insights is now available again, and we're monitoring this closely.<br /><br />We're sorry for the issues here! We'll update you again once the incident is totally resolved.</p><p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>11:46</var> UTC</small><br><strong>Identified</strong> - We're investigating an issue where Hotjar Insights in unavailable. <br /><br />Our engineers are working to fix the issue with critical priority, and will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us and apologies for the interruption in service!</p>tag:status.hotjar.com,2005:Incident/198952602024-02-02T22:43:08Z2024-02-02T22:43:08ZSome customers can't access their paid features<p><small>Feb <var data-var='date'> 2</var>, <var data-var='time'>22:43</var> UTC</small><br><strong>Resolved</strong> - We’ve validated the deployed fix has worked, and we’re closing this incident.<br /><br />Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. <br /><br />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!</p><p><small>Feb <var data-var='date'> 2</var>, <var data-var='time'>21:09</var> UTC</small><br><strong>Monitoring</strong> - We’ve deployed the fix we mentioned earlier - we’re now monitoring the deployment to check it’s resolved the fault! The issue should be fully resolved by 6 am Saturday UTC. <br /><br />We’ll check in again to let you know when the incident’s resolved.</p><p><small>Feb <var data-var='date'> 2</var>, <var data-var='time'>18:12</var> UTC</small><br><strong>Identified</strong> - We're currently having an incident with users not being able to access some of their paid features. We’re working on developing a fix and hope to share more news soon. <br /><br />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.<br /><br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/198841852024-02-01T13:53:05Z2024-02-01T13:53:05ZHighlights snippets not being generated<p><small>Feb <var data-var='date'> 1</var>, <var data-var='time'>13:53</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved. Thanks for bearing with us!</p><p><small>Feb <var data-var='date'> 1</var>, <var data-var='time'>13:51</var> UTC</small><br><strong>Monitoring</strong> - We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal.</p><p><small>Feb <var data-var='date'> 1</var>, <var data-var='time'>12:45</var> UTC</small><br><strong>Update</strong> - This incident is also affecting shared links for Recordings.</p><p><small>Feb <var data-var='date'> 1</var>, <var data-var='time'>12:17</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue with highlights snippets not being generated as expected. <br /><br />Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/198762362024-01-31T16:04:29Z2024-01-31T16:04:29ZProcessing delay in Recordings<p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>16:04</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved. Thanks for bearing with us!</p><p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>15:13</var> UTC</small><br><strong>Monitoring</strong> - We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal.</p><p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>14:40</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue with a delay in processing Recordings, which can cause some extra time for them to appear in Insights. <br /><br />Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br /><br />Thanks for bearing with us!</p>tag:status.hotjar.com,2005:Incident/198687342024-01-30T17:29:20Z2024-01-30T17:29:20ZSign-up verification code email not being received or received with delay for some users<p><small>Jan <var data-var='date'>30</var>, <var data-var='time'>17:29</var> UTC</small><br><strong>Resolved</strong> - We’ve concluded that sign up verification emails for certain providers are delayed causing sign up issues for some customers. The root cause of the issue is with the email provider. We don’t have control over it and we will try to work with them to resolve the issue.</p><p><small>Jan <var data-var='date'>30</var>, <var data-var='time'>17:27</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue with sign-up verification code emails not being received or received with delay for some users.</p>tag:status.hotjar.com,2005:Incident/198328772024-01-26T14:21:59Z2024-01-26T14:21:59ZCustomer emails aren't reaching our Support team<p><small>Jan <var data-var='date'>26</var>, <var data-var='time'>14:21</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved, and our team has recovered any missed messages. Thanks for bearing with us while we fixed this!</p><p><small>Jan <var data-var='date'>26</var>, <var data-var='time'>11:25</var> UTC</small><br><strong>Identified</strong> - Messages sent to our Support email address are now working as expected, however, we are still working towards a resolution for the payments and accounts addresses. Thank you for your patience while we continue work on this.</p><p><small>Jan <var data-var='date'>25</var>, <var data-var='time'>23:35</var> UTC</small><br><strong>Update</strong> - After further testing, messages sent to support@hotjar.com are still not working as expected.<br /><br />Thanks for bearing with us, we'll share further updates as soon as we have them.</p><p><small>Jan <var data-var='date'>25</var>, <var data-var='time'>23:21</var> UTC</small><br><strong>Update</strong> - Our team has restored functionality to support@hotjar.com. Incoming messages should reach us now, for both new and open Support tickets using this email.<br /><br />We're still working on restoring payments@hotjar.com and accounts@hotjar.com, thanks for your patience!</p><p><small>Jan <var data-var='date'>25</var>, <var data-var='time'>21:21</var> UTC</small><br><strong>Investigating</strong> - We're investigating an issue with customer messages sent via email not reaching our Support ticket queue.<br /><br />Any messages sent to the following addresses, including replies to open tickets, are not being received at the moment: support@hotjar.com, payments@hotjar.com, accounts@hotjar.com<br /><br />Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.<br /><br />If you need urgent support, please raise an issue here, bear in mind that replies on your end won't reach us at the moment: https://help.hotjar.com/hc/en-us/requests/new <br /><br />Thanks for bearing with us while we get this solved.</p>tag:status.hotjar.com,2005:Incident/198154442024-01-24T10:25:43Z2024-01-24T10:25:43ZOverview page not loading<p><small>Jan <var data-var='date'>24</var>, <var data-var='time'>10:25</var> UTC</small><br><strong>Resolved</strong> - The incident has been resolved. Thanks for bearing with us!</p><p><small>Jan <var data-var='date'>24</var>, <var data-var='time'>09:26</var> UTC</small><br><strong>Monitoring</strong> - We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal.</p><p><small>Jan <var data-var='date'>24</var>, <var data-var='time'>08:53</var> UTC</small><br><strong>Investigating</strong> - Our engineers are aware of an issue with the Overview page in Insights not loading for some customers. We're working to fix this as soon as possible.</p>tag:status.hotjar.com,2005:Incident/198062362024-01-23T15:45:39Z2024-01-23T15:45:39ZSlack integration temporarily unavailable<p><small>Jan <var data-var='date'>23</var>, <var data-var='time'>15:45</var> UTC</small><br><strong>Resolved</strong> - This incident is now resolved, and our team did not see any signs of data loss. Thanks for bearing with us while we fixed this!</p><p><small>Jan <var data-var='date'>23</var>, <var data-var='time'>14:49</var> UTC</small><br><strong>Monitoring</strong> - We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal.<br /><br />There was a backlog of Slack messages that should have started to be sent now.</p><p><small>Jan <var data-var='date'>23</var>, <var data-var='time'>13:59</var> UTC</small><br><strong>Investigating</strong> - Our engineers are aware of an issue with the Slack integration not working at the moment. We're working to fix this as soon as possible.<br /><br />We will post updates to status.hotjar.com as soon as we have them. Thanks for bearing with us!</p>