Thanks, benpaddlejones, for the quick response!
One of our surfaces is pretty glossy (whiteboard-painted wall), but the other surfaces were a laptop screen and a monitor.
I tried with both of our penteractive pens, but neither made a difference.
I was wondering if you could share how you knew these issues might be the cause of the problem. When I do the IR Camera Monitor, none of the circles (1) (2) (3) (4) are anywhere near the pen-tip. Is that a symptom of the same problem?
Thanks again!