Problem loading tracks by playing on the screen

This weekend, using version 4.0 I had a problem twice with not being able to load a track playing on the screen, first on deck 4 and then on deck 3, I made several attempts and was unable to do so, only after ejecting the two tracks did I succeed. Unfortunately, in the heat of the moment I didn’t record the time of the events, but if necessary, please give me instructions on how to send the information to track the problem.

Hardware - Prime 4