Supporting details are not accessible from SmartView client

Hi All,
For one of our users Supporting detail functionality is not available using SmartView client. While clicking on Supporting detail option in excel, the bar is showing hour glass but never displaying the supporting detail window. We reinstalled the client but with no success. We are not sure what is causing this issue. Kindly share your thoughts around the possible causes.
P.S - We asked the user to go to planning web for the time being.
Thanks,
Praveen

What versions of software are you on? Smartview / Excel etc
If other users are fine and share common software versions, then this would point to something on the client machine....have a try of disabling all add-ins except Smart View to see if anything is conflicting?
I assume the behaviour is the same whether trying to interact with already existing supporting details or creating own?
JB

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