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!
Kyle Kerst
Acting IT Manager
SmarterTools Inc.
www.smartertools.com