Continuous Heatmaps failing to load

Incident Report for Hotjar

Postmortem

On August 16 at 09:43 AM UTC our engineers identified an issue with Continuous Heatmaps.

What happened?
We've identified an issue with some users not being able to generate Continuous Heatmaps. When trying to generate a heatmap, it would fail to load and only show a blank screen. This issue only affected users who are a part of our Highlights Beta feature.
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Why did this issue occur?
The issue occurred when introducing some changes to the Highlights feature.

What will we do to prevent this from happening in the future?
We will hold an internal postmortem to establish any relevant follow-up actions.

Posted Aug 17, 2021 - 08:08 UTC

Resolved

The issue has been resolved. Thank you for your patience while we worked on this!

Posted Aug 16, 2021 - 10:16 UTC

Monitoring

Our engineers have fixed the issue and are monitoring the situation to make sure everything is working smoothly again.

Posted Aug 16, 2021 - 10:06 UTC

Update

We've identified the issue with Continuous Heatmaps and our engineers are working to resolve it. Thanks for hanging in there with us!

Posted Aug 16, 2021 - 10:05 UTC

Investigating

We're currently investigating an issue with some Continuous Heatmaps failing to load for some users. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.

Posted Aug 16, 2021 - 09:54 UTC