Hotjar Interface not working on Internet Explorer

Hotjar Service Status

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Incident Report for Hotjar

Postmortem

On 2019-09-30 at 15:25 CEST / 09:25 EST, our engineers identified an issue which was causing the Hotjar Interface to not work on Internet Explorer.

We traced this back to a change which was introduced on 2019-09-27 at 15:00 CEST / 09:00 EST. We resolved the issue on 2019-09-30 at 17:35 CEST / 11:35 EST.

Why did this issue occur?

This issue occurred due to an update we made that used browser functions that IE11 does not support. This caused users using IE11 to see a white screen when using Insights. We fixed this by changing the update to use browser functions that are supported by IE11.

What effect does this issue have on my site?

The issue did not affect your site.

What effect does this issue have on my data?

The issue did not affect your data.

Posted Oct 15, 2019 - 11:17 UTC

Resolved

The issue has now been resolved. Full incident report here: https://help.hotjar.com/hc/en-us/articles/360036563013-30th-September-2019-Hotjar-Interface-not-working-on-Internet-Explorer.

Posted Sep 30, 2019 - 15:40 UTC

Monitoring

Our engineers have released a fix for this issue and are currently monitoring it.

Posted Sep 30, 2019 - 15:16 UTC

Identified

We’ve identified the issue with the Insights Interface not working on Internet Explorer and our engineers are working to resolve it: https://help.hotjar.com/hc/en-us/articles/360036563013-30th-September-2019-Insights-Interface-not-working-on-Internet-Explorer.

Posted Sep 30, 2019 - 14:03 UTC

Investigating

We are currently investigating an issue with the Insights App on Internet Explorer and our engineers are working to resolve it.

Posted Sep 30, 2019 - 13:41 UTC

This incident affected: Application (insights.hotjar.com).