Unable to authorize control during a presentation


I'm contacting you because I have a user who has a problem when he makes a Teamviewer presentation with another collaborator. When he allows the control during a session, the collaborator can take the hand but he can't click, it doesn't react. Do you have any idea where the problem comes from? 

What I tried to do and it did not work:

- Installing the latest Teamviewer update

- Checking the checked parameters in Teamviewer

- I installed the Windows and Dell updates (Latitude 5520)

- I tried to reinstall Teamviewer completely

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