Hi Luke,
We can
imagine all the inconveniences the issue has brought. We’re sincerely sorry for
that. In the current situation, would you please be patient enough and give us
some time to try troubleshooting the issue?
We
understand you encounter the error “Sorry,
there was a problem while trying to connect to your account" when you try
activating Office 2011 for Mac with an Office 365 account. Feel free to correct
me here if I have misunderstood anything. And if that’s the situation, to find
out the root causes, we need to collect some specific information and involve
you to go through some troubleshooting steps.
Firstly, you
mentioned you have tried creating different accounts and all work on other
machines. Then have you ever tried logging into the apps on your computer with
those accounts? Do they still fail? If it’s convenient, we also suggest logging
in with your account to the Office 2011 for Mac apps which are installed on other
computers, and check if that works. These tests could help us check whether the
issue is related to your tenant or the Mac you’re using.
If all
work well when logging in with your Office 365 account on another computer,
please follow the further troubleshooting steps below and let’s find out which
factor in your Mac causes the issue:
1. Restart
the computer in safe mode. Then start any Office for Mac 2011 application, and
try activating it with your account again. This step can determine whether
background programs are interfering with Office application.
2. After
some research, I find many users once encountered a similar issue when
activating the Office for Mac application. And they finally resolved it by
changing Region. Therefore, we also
recommend you to change the Region
field, and check if that helps.
For the
detailed configurations, you can refer to this thread:
If the
issue persists after the above troubleshooting steps, please post back and offer
us all the test results. With this information, we can try narrowing down the root
causes of the issue, thus finding out some solutions or workarounds
correspondingly. We’ll also appreciate it if you could capture some screenshots
of the scenario and post them here. To upload the screenshots, click Use rich Formatting in this thread
and then select Insert Image.
On the
other hand, if you can reproduce the issue on other computers, please let us
know here. We will collect further information about your tenant, and do some
checking from our side to see if anything has stuck at the backend.
All your
time and patience are highly appreciated. Look forward to your response.
Best
Regards,
Ella Huang