In PokerTracker 4 click "Configure -> Options" and if "Logging Enabled" doesn't have a check mark, click it such that it does. Close/restart PokerTracker 4. With logging enabled all the time as soon as you run into this problem again send us your 'PokerTracker4.log' file, a
screenshot of the final table and the hand history file. You can access the log file by clicking 'File --> Show User Data Folder' in the main PokerTracker 4 window - the file we need is the text file called 'PokerTracker4.log' that is in that folder.