So we can investigate this please enable logging in PokerTracker 4 via 'Configure > Options' and then restart it. If you then have any problem then take a screenshot
and send that to us in a Support Ticket
with your log files. You can access the log files by clicking 'File -> Open User Data Folder' in the main PokerTracker 4 window. Go into the 'Logs' folder and compress all the files there (not the Archive folder, just the files) and send them to us with your screenshot.