Labels not showing up in office installed on clients

Hi,

We have a case where we published labels to a customer from Purview. The labels are visible in the online Office applications, but they do not appear in the desktop client. The labels were published several weeks ago.

The CLP folder on-premises exists, and when we open the file, we can see that it connects to Purview—the label names are visible in the XML file.

Does anyone have any idea what we should check? What could be causing this issue? Why are the labels not showing up?

We have an ongoing ticket with Microsoft, but it’s taking time.