On Wednesday, 30th May 2018 at 23:30 CEST / 17:30 EST, our engineers identified an issue which resulted in the rating icons not appearing in Incoming Feedback widgets for a small subset of Hotjar accounts. The issue was corrected 45 minutes later – Thursday, 31st May 2018 at 00:15 CEST / 18:15 EST.
Why did this issue occur?
On May 30th 2018 at 14:50 CEST / 08:50 EST, we released a change which allows Hotjar users to use different reaction styles on the Incoming Feedback widget (instead of the default yellow faces) to match their sites' style better.
Whenever a site with the Hotjar script loads, the Hotjar servers instruct that script what to do (for example: what heatmaps to take and what widgets to load). The information sent to the script is cached to ensure it can get to your web visitors' browsers as quickly as possible. When the change mentioned above was made available to our users, the client script cache needed to be invalidated (and reloaded) so that new copies of the script would be served to site visitors which included this new setting. Whilst this normally happens automatically, the cache failed to be refreshed for a number of websites which resulted in the Incoming Feedback widget not properly loading the rating icons for all affected sites.
Our engineers implemented a fix and corrected the issue within 45 minutes of the issue being discovered on Thursday, 31st May 2018 at 00:15 CEST / 18:15 EST.
What effect did this issue have on my site?
If your site was one of the affected ones, your web visitors may have been unable to provide feedback if you had Incoming Feedback set up.
What effect did this issue have on my data?
Data already collected was not affected in any way. If your site was one of the affected ones, no Incoming Feedback data was collected whilst the issue was on-going.