You can try the steps from the following KB articles
https://support.clarivate.com/Endnote/s/article/EndNote-Issues-with-Track-Changes?language=en_US
If none of the above resolves the issue:
Please contact Technical Support directly
1-800-336-4474 option 4 then 1
or
https://support.clarivate.com/Endnote/s/technicalsupport?language=en_US