I think this might be a browser setting Karen. Can you have this user try from a guest session in that browser and let us know if it happens there too? If it doesn't, there is likely a Reset Settings option somewhere in the browser that should correct this. The other possibility would be a pop-up blocker as we do load that as a new window. I hope this helps!

Hey, thanks for the quick feedback! I'll pass that along and see if it helps

Karen

You're very welcome Karen, happy to lend a hand!