If you're using any security software (such as antivirus, firewall), please make sure to follow the instructions given in the Security Software Configuration Guide
to see if that resolves your problems. If the trouble persists then restart PokerTracker 4 using the logging enabled link on your Start Menu, reproduce this problem and then report it via our support system
with the log file. You can find that file by clicking "File --> Show User Data Folder" in the main PokerTracker 4 window - the file we need is the text file called PokerTracker4 that is in that folder.