Hotjar Service Status


This is Hotjar's status page, where you can get updates on how our systems are doing. If there are interruptions to service, we will post a report here.

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Issue with Hotjar Cookies
Incident Report for Hotjar
Postmortem

Postmortem
On 20/10/2021 at 11:41am UTC our engineers released a version of our tracking script which set invalid cookie values to our customers’ domain. This caused some customer sites to become inaccessible or behave incorrectly for some of their users.

What happened?
The cookie values that were set are considered invalid and insecure by certain firewall and server configurations which inspect request headers and block requests. We released a mitigation and a fix at 3:42pm UTC which should remove these invalid cookies and restore functionality to those behind firewalls as long as the Hotjar client script is still running. If sites are still inaccessible, clearing cookies or deleting the specific cookies prefixed with _hjSession_ and _hjSessionUser_ should restore functionality.

What will we do to prevent this from happening in the future?
We held an internal post-mortem and have identified a number of improvements that we’re working to implement in our process in order to prevent issues like this from happening in the future. These relate to both post-change testing on our end, and improvements to the process that we follow when releasing similar configuration changes. We will update this post-mortem when these actions have taken place with more details of exactly what has changed.

Posted Oct 22, 2021 - 15:07 UTC

Resolved
The issue has been resolved. Thank you for your patience!
Posted Oct 20, 2021 - 16:00 UTC
Monitoring
Our engineers have fixed the issue and are monitoring the situation to make sure everything is working smoothly again.
Posted Oct 20, 2021 - 13:44 UTC
Identified
The issue has been identified and a fix is being implemented.
Posted Oct 20, 2021 - 13:35 UTC
Update
We’ve identified the issue with the cookies and our engineers are working to resolve it.
Posted Oct 20, 2021 - 13:30 UTC
Investigating
We’re currently investigating an issue with the cookies that are a part of our client script. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!
Posted Oct 20, 2021 - 13:05 UTC