Support Article
Word is launched but fields do not get merged
SA-27597
Summary
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.
Resolution
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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