Selecting to open viewable in Creo View - from workspace

For only some users, for a CAD Doc in a workspace or in commonspace, selecting the viewable image from within the browser inside CAD (either Creo Parametric or SolidWorks WGM) results in nothing.  Actions, Open in, Creo View is grayed out.  For other users, this works perfectly.

No help from tech support on what may be causing this difference.

Ideas?

thanks

shown below is on my machine which works - for others, no effect from selecting the image and Open in Creo View is grayed out.