Please turn on 'Enable Logging' in PokerTracker 4 via 'Configure -> Options' and then restart PokerTracker 4. Next reproduce this issue you've described and then attach your log file to a
Support Ticket so we can see what's going on here and advise you accordingly:
C:\Users\{Windows Login}\AppData\Local\PokerTracker 4\Logs\PokerTracker4.logTo access the log file open File Explorer in Windows and enter the following in the address bar:
%localappdata%\PokerTracker 4\LogsThe file we need will be the text file called 'PokerTracker4' or 'PokerTracker4.log' that is in that folder. Also every time you close/restart PokerTracker 4 it will begin a new log so you'll want to save/send that PokerTracker4.log file before starting PokerTracker 4 again.