Hi Lmoreau,
Sorry for the inconvenience caused by the issue.
From your description, I would like to confirm the following information:
1. Do you mean that just one user cannot set up his Office 365 account in Outlook 2011?
2. Could you please capture screenshots of the error message for further troubleshooting?
Based on the current situation, I recommend you refer to the following steps to troubleshoot the issue:
1. Make sure the user has installed updates for Office for Mac 2011. Please refer to the link below: http://onlinehelp.microsoft.com/en-in/office365-smallbusinesses/gg192873.aspx#bkmk_UpdatesOffice2011
2. Check if the user has registered his account through Outlook Web App (OWA). To register it, he needs to sign in to OWA and then sign out.
Moreover, I have noticed that you have submitted a service request. Could you please provide the service request number for me? I can check the status of the issue from my side.
To request the service request number, I have sent a private message with a subject of <Service Request Number> to you.
To access the private message:
-Go to the Your details section on the right side of the community site.
-Click Private messages.
-Click the subject title of the response to read the message.
Reference
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Set Up Outlook for Mac 2011 for Your E-Mail Account: http://help.outlook.com/en-us/140/gg471164.aspx
Adding an Office 365 Exchange Online account in Outlook 2011 for Mac results in error Account cannot be add: http://support.microsoft.com/kb/2576096
Best Regards,
Anna Shi
