Office 365 doesn't have a product key.

I am an admin for Office365 at my company. We use Office365 with Azure AD. We also pay for a variety of different O365 licences.  One of our E5 licensed users downloads Office from our office site, like all our other employees, but hiis version of office keeps crashing and giving odd errors. 

When I go into the powershell and do 'cscript ospp.vbs /dstatus' it shows up with "No product key" error I have uninstalled and reinstalled, cleared the registry, etc etc. 

Is there maybe something in the users profile that would cause this?

I am out of ideas.