Hi Customer,
To clarify this issue, could you please let me know the following information?
1. Based on my experience, this issue may occur if Office 2011 for Mac is not activated. So, could you please check if your subscribed plan include Office 365 ProPlus license?
2. Where did you download Office 2011 for Mac? I would like confirm if it is downloaded from Office 365 portal.
Best Regards,
Vincent Wu