Please know that the antivirus software, firewalls, and system overloads can sometimes prevent the app from tracking your activity properly. If you believe this has happened you may need to white list the app in your antivirus software and firewall. You can also check your available RAM and CPU and if they are reaching their limits you can try to free up resources by closing other programs.
You can find more information in this help article.
Additionally, one of our team members will reach out to you directly via a support ticket to assist you further. You can access your tickets on this page.