On the 21st November 2019 at 09:52 UTC our engineers identified that the performance of both the Hotjar App and Tracking code was degraded.

What happened?

An issue with our Content Delivery Network (CDN) provider caused increased latency on Hotjar infrastructure. This meant that the Hotjar App and Tracking Code might have loaded slowly or timed out (failed to load). We believe this only affected a small percentage of users in the EMEA region.

Upon recognizing this issue, our engineers immediately reached out to the CDN provider to work on restoring service for those affected users.

For the duration of this incident, affected visitors to your sites may have experienced increased loading times. Additionally, you may have experienced issues when using the Hotjar App.

Why did this issue occur?

We are working with our CDN provider to determine the root cause of this incident and will update with further information once we have conducted an internal postmortem with our provider.