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Support Article

Word is launched but fields do not get merged



Application uses Silverlight (SL) based Word integration. After resolving the SL pre-requisites blocker, Word gets launched, but template fields do not get substituted by content pulled from the Pega server

Error Messages

Not Applicable

Steps to Reproduce

Attempt Word merge.

Root Cause

Browser treated the Pega server URL as belonging to the "Internet" zone.

This means that by default application runs in "Protected Mode"

This in turn forces User Account Control (UAC) Windows security mechanism to treat loaded into the HTML page Pega Silverlight (SL) control as low integrity add-on.

All processes, including Microsoft Word in this case, spun from the low integrity controls are also treated as low integrity processes.

Windows does not grant write access to disk to low integrity processes, which breaks Word integration.



One option is to clear the "Protected Mode" checkbox.

If the user does not have privileges to do this, request IT administrator help.

Another option is to add the Pega server URL to the list of trusted sites.


Published September 13, 2016 - Updated October 8, 2020

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