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 support bundle to a
Support Ticket. The support bundle is created via the 'File -> Create Support Bundle' menu option in PokerTracker 4. If you updated from PokerTracker v4.16 or earlier then also attach a screenshot of your 'Database -> Database Management' window, let us know if you made the recommended backup of your poker data before updating PokerTracker 4 and whether you terminated the database update before it completed.