annotating clients shared screen doesn't always work

Hello,

Does anyone else have a problem with not always being able to annotate a client's shared screen?  I use an XP Pen graphics table and of course, when I screen share one of my documents, I can annotate with my graphics table all I want.  But, when a customer shares their document, there is no guarantee the "annotate screen" option appears in which case I can't annotate their screen which is embarassing at times.  I always hold my breath each time a customer has to screen share that I'm actually going to see "annotate screen" on my end on the top.  I have submitted several  Zoom tickets on this and this has still not been resolved.  I was told to supply the zoom code for any sessions I encounter this, which I have several times, but still no resolution.