Doubleclick to sign problem

Hello, I have been using Echosign for a couple of years now but with one major problem. SInce the pen with my Surface Pro 3 decided it no longer wanted to work I have had to use an aftermarket pen to get clients to sign documents. At first this was working ok but now it doesnt. When someone needs to sign a document it requires them to doubleclick the pen on the screen before they can sign.

To explain in detail. Someone needs to press on the screen once, lift the pen up, then quickly press the pen down again (without lifting it off this time) and sign their name. This is causing me untold problems and I have even had our IT company look at it and try and fix but they cant. Is there a setting that has changed? Please can someone guide me through how I can get rid of this problem.

Please note, this also works the same if someone is signing with their finger; you have to doubleclick with your finger too! Help!