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 your log file to a
Support Ticket:
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. One thing to note is that 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.
In the meantime you can try creating a new database but if that doesn't help go to 'Configure -> Sites & Import Options -> Site Configuration' and disable the 'Get Hands From Site While Playing' option for all poker sites you have configured. Next enable the option for one site at a time and try getting hands as you enable each one and you may find it is a specific site/setting causing the issue.