Hi Raylene,

Before moving further, could you please clarify the current situation in detail?

1. What do you mean about "installing Office 365"? Do you mean the issue happens when you install Office Professional Plus?

2. When you said that you have locally installed Office apps? Do you refer to it as Office 2010?

3. If you have typed in your credentials, will the subscription be verified?

Generally, when users first install Office Professional Plus, they are prompted to enter the online credentials created for them by their Office 365 administrators. Once a user’s credentials have been verified, Office Professional Plus will automatically activate.

To have more information about Office Professional Plus, you could download the Office Professional Plus Service Description from the link below:

www.microsoft.com/.../details.aspx

If this is not the case, please provide more information and screen shots about it for us to troubleshoot this issue.

Thanks,
Anna Guo

Hello Raylene,

Did the Anna's reply answer your question? If the information is helpful, please show this thread as answered. So, others may benefit with the information.

Thank you.
Jack Sun

Hi Anna

1. Yes, I followed Step 1. and Installed Office Professional Plus

2. Yes, Office 2010

3. We have logged in, but it still tells us that we have Trial Product and our product requires activation.  Regards, Raylene

Hello Raylene,

Have you assigned "Office Professional Plus" license for user account that used for activation?

To troubleshoot this problem, please try the following steps and check if the issue can be fixed.

1. Make sure you have assigned "Office Professional Plus" license for user account from MOP.

2. Run the command OSAUI.exe /F to reset and re-provision Office Subscription from your client computer. 
    Note: OSAUI.exe is located in %CommonProgramFiles%\microsoft shared\OFFICE14.
3. Login to the "Microsoft Office Subscription" tool with your Office 365 account to active Office Pro Plus application again.

Thank you.
Jack Sun

Hello Raylene,

Just checking to see how things are going on your side. If you need additional information on this problem, feel free to let us know.

Jack Sun

Hello Jack,

James Zhuang was kind enough, on two occasions to complete the 3 x steps you suggest, (using the teamviewer.com remote session), and the fault remains.  

I did not take any notes as to how to run OSAUI.exe on Blair Brown’s laptop, so do not have the confidence to run again this without support.

Regards, Raylene

Hello Raylene,

Thank you for your update.

For this situation, to help to troubleshoot this problem, please post back the following information for further troubleshooting.

1. Capture a screenshot when you asked to verify our subscriptions by signing in with your MS Online Services ID's to allow us to understand the problem in more details.

2. Run the following command and post back the output.

    "%Program Files%\Microsoft Office\Office14\cscript ospp.vbs /dstatus"

Additional Information
===============
Reactivate subscription license by using Osaui.exe
http://office.microsoft.com/en-us/word-help/reactivate-subscription-license-by-using-osaui-exe-HA102053194.aspx

Thank you.
Jack Sun

Hello Raylene,

Any update of the problem? Can things work well now?

Jack Sun

Hi Jack, this remains a serious issue for us. My colleague cannot create a Word/Excel/PowerPoint document in SharePoint. The 'Connect to Explorer' is greyed out and he is missing a lot of functionality, because his Office Professional 2010 still appears as a Trial Subscription.  We have clicked the 'remove trial subscription' button (we opened Word, clicked on File > Help) and it will not remove the trial.

We upgraded his Office to Office Professional Plus 2010.  

We have tried the OAUI command

I have uninstalled Office 2010 and Lync and reinstalled it a number of times.

Can you please advise urgently?  Thank you, Raylene

Hi Raylene,

Have you run the cmdlet "%CommonProgramFiles%\microsoft shared\OFFICE14\OSAUI.exe /F" to reset and re-provision Office Subscription from client computer?

To help to narrow down the problem, please try the steps below and check if the issue can be fixed.

1. Run the "Set up and configure your Office desktop apps" on client computer by clicking Download in MOP at https://portal.microsoftonline.com/.

2. Run the command "OSAUI.exe /R" to reset and reactivates with a valid office 365 credential and check ifthe issue can be fixed.

Thank you.
Jack Sun

Hi Jack,

Last night I deleted MS Office Professional Plus 2010 from the downloads folder.

I closed all programmes and uninstalled MS Office Professional.

I downloaded MS Office Professional Plus, installed it, ran the repair option, configured it. Restarted the laptop.

If I open Word 2010, click File, Help - it still shows:

Professional Plus 2010 is activated, but below those words, there is:

Trial Product

MS Office Professional 2010

I have previously run the OSAUI.exe with James Zhang, (he was good enough to share my screen and run it for me, as I am not confident to do this on my own). It did not work. We tried this command 5-6 times, with no effect.   If you can provide me with clear, step by step instructions on how to do this, I will give it another try.

Your help with this, asap is appreciated. Regards, Raylene

Sorry Jack, I just re-read your message. From memory, I think we ran OSAUI.exe/F and OSAUI.exe/K (I don't believe we tried exe.R)

Hi Raylene,

Thanks for your feedback.

Could you please provide a screen shot of the help page of user’s Word like the following one?

For tips, please click Use rich formatting > Insert image to upload the screen shots in the post manually.
Moreover, does the same issue occur at other computers in the company?

From the feedback, did you raise a service request for support?
If so, to assist you monitor the progress of the service request, I would appreciate if you could provide the service request number in private message. Once getting it, I will check the status and find if any other assistance we can provide from the community side.

To see the private message:
1. Please go to "Your details" section on the right side of the community site.
2. Click Private messages.
3. Click the subject title <Please provide the service request number> of the response to read the message.

Thanks for understanding,
Claud

Hello Raylene,

Any update of the problem? Can the issue be fixed after you re-run deskop setup tool to configure client computer, and osaui.exe command to reactive the Office Pro Plus application?

Just for the information, osauui.exe command will reset the state stored by Office Subscription Agent and re-activate it by prompting user for a new valid Office 365 user account. If you need additional assistance on this problem, feel free to let us know.

Thank you.
Jack Sun