Acrobat 9.1 standard loupe tool

I have a user whose loupe tool is misbehaving.  She chooses the loupe tool, and when she clicks on her document, it creates the blue box
but never pops up the loupe dialog box with the scroller.  Is this a config I am missing somewhere?
Thanks!

Last UPDATE:
I finally had to delete her entire profile and this problem went away.  I kept trying to delete parts of her profile that seemed Acrobat related, and that never took care of it.  A full profile delete worked.

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