Login to Hotjar app blocked by onboarding process for some users

Incident Report for Hotjar

Postmortem

On 25.02.2021 at 11:27 UTC our engineers were made aware of an issue with our login and onboarding systems.

What happened?

Some users were erroneously shown the new-user Onboarding UI after login instead of the Hotjar application Dashboard.

Why did this issue occur?

We have recently deployed a change to improve our sign up and onboarding process. The change had an unexpected outcome for our existing users using SSO to log in into Hotjar application.

What will we do to prevent this from happening in the future?

We will hold an internal post mortem for this issue to prevent the problem from reoccurring.

Posted Feb 25, 2021 - 14:56 UTC

Resolved

The issue has been resolved. Thank you for your patience!

Posted Feb 25, 2021 - 14:41 UTC

Monitoring

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

Posted Feb 25, 2021 - 13:03 UTC

Identified

We’ve identified the issue with our logging and onboarding systems and our engineers are working to resolve it.

Posted Feb 25, 2021 - 11:57 UTC

Update

We are continuing to investigate this issue.

Posted Feb 25, 2021 - 11:56 UTC

Investigating

We’re currently investigating an issue with our login and onboarding systems. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!

Posted Feb 25, 2021 - 11:44 UTC

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