On 28th November 2019 at 16:53 UTC our engineers identified an issue with data collection while scaling our infrastructure.
At 16:53 UTC, while adding additional servers, we identified a routing issue causing our data collection endpoints to not collect any data.
Upon recognizing this issue, our engineers immediately fixed the routing issue which completed at 17:01 UTC. The data collection endpoints then began to recover.
For the time period during this incident, no data could be collected. Your website was not affected by this incident and any data stored in Hotjar was not lost.
Why did this issue occur?
This issue occurred because of an unforeseen problem with our configuration management software which caused requests not to be routed to our servers.
What will we do to prevent this from happening in the future?
We are conducting a postmortem and we will update this incident report if we have any more information to share.