Silverlight Screen not Opening Some Users Dynamics CRM 2011

Paul Nieuwelaar, 23 October 2012

We built a custom Silverlight screen for one of our customers, which automatically opens when a record is opened. For some users however, the Silverlight screen would not open. The form loads fine, but the Silverlight just wouldn’t pop up. We tried reproducing this on our own computers, but could not achieve the same result. Even after checking the IE Pop-up Blocker, we could not produce the same issue.

 

After some investigation, we discovered that the Google Toolbar in IE has a pop-up blocker of its own that is preventing the Silverlight screen from opening. As you can see in the screenshot above, it mentions at the top that there was a Pop-up blocked by Google Toolbar, however this message is not displayed for long, and so it can be difficult to notice. There is another message at the bottom of the page: “Pop-ups were blocked on this page. Press the “Ctrl key when clicking to allow pop-ups.” – however doing this doesn’t actually seem to help.

Once we confirmed it was the Google toolbar, it was fairly simple to disable the pop-up blocker.

1. Open IE.
2. On the Google Toolbar, click 'More'.
3. Select Pop-up Blocker, and then click Pop-up Blocker again from the menu.

 

4. Note: If Pop-up Blocker is not available under the 'More' menu, it is probably already being displayed on the toolbar.
5. The pop-up blocker icon should appear on the toolbar, and should look like the icon below.

 

6. Note: If the icon looks like this:  (meaning pop-ups are being blocked), click the icon to allow pop-ups.

When we open our record now, the Silverlight screen pops up correctly.

If there are still problems we can disable the Google toolbar completely by clicking the ‘X’ on the left side of the Google toolbar.

If you ever have the same problem where CRM screens are not opening for some users, check their add-ins/toolbars for IE, as there are other toolbars (such as yahoo) which have built in pop-up blockers as well.