Hotjar had 25 outages in the last 2 years totaling 287h 45m of downtime — averaging 1 incident per month.
There were 25 Hotjar outages since July 17, 2024 totaling 287h 45m of downtime. Each is summarised below — incident details, duration, and resolution information.
We experienced a temporary issue where some VOC responses may not have been captured between 12:00 UTC and 14:20 UTC on June 10th. System performance has since returned to normal.
On 22nd January 9.30am UTC we deployed a change that meant users who: - Created a Contentsquare Account - Were then invited to a Hotjar Account Would be unable to login to the Hotjar Account due to a bug on the login process. On 27th January 5pm UTC, we deployed a change to undo the root cause and we are resolving the issue for the mistakenly locked accounts.
This incident has been resolved.
We are currently investigating this issue.
This incident has been resolved.
We are experiencing loading issues with Heatmaps & Z onings when creating new screenshots or when providing screenshot suggestions. Our team is currently investigating. Manual screenshots can be used as workaround for both Heatmaps and Zonings while we are fixing the issue.
We’ve identified the issue and deployed a fix. We’re currently monitoring the results to ensure everything is stable.
This incident is resolved, and Heatmaps are working as normal.
Our website, Hotjar.com was briefly inaccessible, but service has been restored. Thanks for bearing with us, and we apologize for any inconvenience caused.
We have identified and resolved the cause of the issue. If you experience any further problems, please contact Support.
Investigating - We have identified an issue with Interviews where the selected timezone for a project is not being applied correctly during participant scheduling. Our team is actively investigating the cause and will provide an update as soon as possible.
This issue has been resolved. A fix was deployed to ensure interview scheduling now correctly uses the timezone set in the project’s settings. We apologize for the inconvenience.
We're currently investigating an issue where User Attributes can't be accessed in Insights Site Settings, as well an “Error when fetching User Attributes” message preventing the use of Session Filters. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
We have identified the cause of the issue and resolved it. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you experience any further issues, please raise a ticket through our Help Center. Thanks!
We’ve declared an incident to investigate reports of Surveys not activating/deactivating, and other changes to the Survey settings not being reflected on customer websites. We’ve formed an incident response team and they’re investigating this together. We’ll post further updates to this incident report when we have them, but in the meantime, we’re sorry for the trouble. Thanks a lot for bearing with us!
We’ve identified the root cause of the incident. We’re working on developing a fix and hope to share more news soon. We’ll post another update to this page once we’ve deployed the fix, and we move on to monitoring it to check it’s resolved the fault. Thanks for bearing with us.
We’ve validated the deployed fix has worked, and we’re closing this incident. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you don’t think the incident is resolved, or you’re still seeing problems on your end please raise a ticket through our Help Center: https://help.hotjar.com/hc/en-us/requests/new Thanks!
We've resolved an issue where hotjar.com was down for some users. This did not affect Insights nor data collection. hotjar.com is back up and running. Thank you for your patience! If you’re still seeing problems on your end please raise a ticket through our Help Center: https://help.hotjar.com/hc/en-us/requests/new. Thanks!
We've resolved an issue! hotjar.com is back up and running. Thank you for your patience! If you’re still seeing problems on your end please raise a ticket through our Help Center: https://help.hotjar.com/hc/en-us/requests/new. Thanks!
We’ve declared an incident to investigate reports of surveys not recording the impressions metric, which, in turn, affects the other Overview metrics. We’ve formed an incident response team and they’re investigating this together. We’ll post further updates to this incident report when we have them, but in the meantime, we’re really sorry for the trouble with your stats. Thanks a lot for bearing with us!
We’ve identified the root cause for the incident! We’re working on developing a fix and hope to share more news soon. We’ll post another update to this page once we’ve deployed the fix, and we’re monitoring it to check it’s resolved the fault. Thanks for bearing with us!
We’ve deployed the fix we mentioned earlier, and we’re closing this incident. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you don’t think the incident is resolved, or you’re still seeing problems on your end please raise a ticket through our Help Center (https://help.hotjar.com/hc/en-us/requests/new). Thanks!
We're investigating an issue with being unable to verify tag installation. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
This incident is now resolved. Thanks for bearing with us!
We've identified an issue that causes the Surveys to be temporarily unavailable. Our engineers are working to fix the issue ASAP. Thanks for bearing with us!
We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal.
After further investigation, our team detected the following impact: - Survey screenshots were not captured - User attributes in Survey responses were not captured - Sentiment analysis could not run (it can be re-ran now) - Automated tags did not run (they can be re-ran now) - Surveys' integrations with Slack/MS Teams/Zapier/Webhooks did not run The timeframe for this impact was Jan 20 ~00:00 UTC to Jan 20 ~7:15 UTC. We're really sorry for the trouble. We're monitoring the situation to ensure everything is back to normal.
This incident is now resolved. Thanks for bearing with us!
We’ve declared an incident to investigate reports of some users being unable to access survey-specific pages from the survey list. We’ve formed an incident response team and they’re investigating this together. We’ll post further updates to this incident report when we have them, but in the meantime we’re really sorry for the trouble with accessing your survey. Thanks a lot for bearing with us!
We’ve identified the root cause, deployed, and validated the fix has worked. We’re closing this incident. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you don’t think the incident is resolved, or you’re still seeing problems on your end please raise a ticket through our Help Center. Thanks!
We’re investigating an issue with a failing system that is causing sporadic maintenance mode messages to appear. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
The external service has recovered and normal operations have returned. We are monitoring the situation to ensure that everything is stable.
The external service has recovered and normal operations have returned. We are monitoring the situation to ensure that everything is stable.
This incident is now resolved. Thanks for bearing with us!
The Engage product is currently down. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
This incident is now resolved. Thank you for bearing with us!
We're investigating an issue with lagging session ingestion. Sessions may take longer to appear in your account. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
While working on mitigating this incident, our ingestion pipeline was made to drop all active sessions around 18:00 UTC. The lost sessions are compensated by increasing session capture for the following hours.
While working on mitigating this incident, our ingestion pipeline was made to drop all active sessions around 18:00 UTC. We're sorry for the sessions that couldn't be captured. These will be compensated by increasing session capture for the following hours.
This incident is now resolved. Thanks for bearing with us!
Some users are experiencing issues logging in. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.
Some users are experiencing issues logging in. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.
We’ve identified the root cause for the incident! We’re working on developing a fix and hope to share more news soon. We’ll post another update to this page once we’ve deployed the fix, and we’re monitoring it to check it’s resolved the fault. Thanks for bearing with us!
We’ve deployed the fix we mentioned earlier - we’re now monitoring the deployment to check it’s resolved the fault! We’ll check in again to let you know when the incident’s resolved.
We’ve validated the deployed fix has worked, and we’re closing this incident. Thanks so much for bearing with us while we investigated and resolved this! We’re sorry for the trouble as well. If you don’t think the incident is resolved, or you’re still seeing problems on your end please raise a ticket through our Help Center. Thanks!
We're investigating an issue with the Survey templates being temporarily unavailable. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com.
This incident is now resolved. Thanks for bearing with us!
We’re investigating an issue with reactivation for a small number of Hotjar accounts. Our engineers are working to fix the issue. We’ll post a further update once the issue is resolved.
Our engineering team have deployed a fix and we are now monitoring the issue.
This incident is now resolved. Thanks for bearing with us!
You may experience some translation issues if you use Hotjar in another language. We're working on a resolution!
A fix has been implemented and the situation is being monitored.
This incident is resolved. Thanks for bearing with us!
We're investigating an issue with Survey creation. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Our engineers have deployed a fix, and this incident is resolved. Thanks for bearing with us!
We've received reports that customers are unable to modify their subscription. Our team is investigating this issue and plan to get this resolved as soon as possible.
Our engineers have identified the issue and are working on a fix.
Our engineers have implemented a fix for this issue and customers should now be able to manage their subscriptions without error. We will continue to monitor this situation to confirm that the fix was successful.
This incident is resolved. Thanks for bearing with us!
Our engineers have identified an issue that means you may see an error when trying to access your Insights account. We have identified the source of the issue and are working on a fix. Thanks for bearing with us!
We've deployed a fix for this issue and are monitoring the situation to ensure everything is back to normal.
This incident is now resolved. Thanks for bearing with us!