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This could be the environment issue or a product issue. I would highly recommend you contact Track-it! technical support. In case you have a support case registered already; do share the same so we can review the details and possible solutions.
We are having the same "disconnect' issue with TrackIt! 2018 R3 even. We will be addressing this issue and "others" with tech support shortly.
Please log a case with support to further investigate this issue. As Manish mentioned, it could be environmental or product defect.