Knowledge Base login issue

Incident Report for Hotjar

Postmortem

On June 9th at 11:57UTC our support staff noticed an issue with logging in to the Knowledge Base. The issue was resolved by 13:43 UTC.

What happened?

Hotjar's Knowledge Base uses Single Sign-On to log users into the Knowledge Base. Due to an internal update, the Single Sign-On stopped working.

Why did this issue occur?

The upgrade was to a newer version of the underlying software Hotjar uses. This caused an incompatibility to how we handled the tokens generated and prevented users from logging in.

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

We will hold an internal postmortem and update this report later.

Posted Jun 10, 2020 - 14:21 UTC

Resolved

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

Posted Jun 10, 2020 - 14:20 UTC

Monitoring

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

Posted Jun 10, 2020 - 13:40 UTC

Identified

We’ve identified the issue with the Knowledge Base Login and our engineers are working to resolve it.

Posted Jun 10, 2020 - 12:33 UTC

Investigating

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

Posted Jun 10, 2020 - 12:18 UTC