Outage in Hotjar

Survey responses missing data

Resolved Minor
August 25, 2023 - Started almost 2 years ago - Lasted about 2 hours
Official incident page

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Outage Details

We've identified an issue where the majority of Survey responses are missing visitor data. Our engineers have found the root cause and a fix is being developed! We'll post an update when we're deploying and monitoring the fix. Thanks for bearing with us!
Components affected
Hotjar Identify API Hotjar insights.hotjar.com
Latest Updates ( sorted recent to last )
RESOLVED almost 2 years ago - at 08/25/2023 03:34PM

The issue started around the 18th of July and caused some Survey responses to be missing visitor data. Hotjar wasn't able to save if the visitor to the site agreed to process their personal data (consent) or not, which affected the collection of User Attributes and attaching Recordings to the Survey responses. The actual text of responses wasn't affected.

As less data was collected, GDPR-related policies aren't affected.

We've deployed a fix and this incident is now resolved. Thanks for bearing with us!

INVESTIGATING almost 2 years ago - at 08/25/2023 02:03PM

We've identified an issue where the majority of Survey responses are missing visitor data. Our engineers have found the root cause and a fix is being developed!

We'll post an update when we're deploying and monitoring the fix. Thanks for bearing with us!

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