Losing Click on a Mac

Hello:

I tried Zoho last night, as I'm evaluating remote customer support tools. I helped a client with a Quicken Mac 2015 issue. I noticed several key issues during our 45-minute session.

(1) On irregular intervals, left mouse clicking would become inactive. I was no longer able to select anything on the user's computer. Having the user click on their screen seemed to return clicking control to me.

(2) Similarly, I went to Finder to search for a file. When I returned to Quicken by clicking on its window, the menu selections did not update from Finder to Quicken, rendering the session useless. Only when the user clicked the Quicken window did was the Finder menu updated to Quicken. Oddly, enough, I was able to scroll in Quicken, but the menus did not update, as if my click only half-activated Quicken.

(3) Response times were randomly slow. There were times when I clicked checkboxes, etc. on the remote computer, but there was a log of about 3-4 seconds before the screen would update.

Can you let me know what might be behind these issues? At this point, it will be challenging to continue with Zoho Assist as my remote assistance tool.

Many thanks,

Steven