On 2018-11-03 at 18:46 CET, our engineers identified an issue where the Hotjar script was not being loaded for a number of visitors to our users’ sites.
Why did this issue occur?
During maintenance there was a temporary issue with serving the Hotjar script from our servers. Due to a misconfiguration with our CDN these failures were cached, resulting in continued failures with script loading even after the initial issue was resolved. Our performance alerts were affected by the maintenance, which meant we were not immediately made aware of the issue.
What effect did this issue have on my site?
There was no impact on Hotjar users' sites.
What effect did this issue have on my data?
The Hotjar tracking script was not loaded for some sites/users between 04:00-20:00 CET on 2018-11-03. Roughly half of users visiting your site during this time will not be reflected in your recordings, heatmaps or feedback tools. There was no effect on existing data retention.
What are we doing to ensure it doesn’t happen again?
We will review our processes to resolve the identified issues with maintenance and performance alerts.