Hello Kathleen and welcome to justanswer, my name is ***** ***** i will be assisting you today,
I'm sorry about the issue, what is your operating system (windows or mac) and version? also what is the name of the program?
Would you like me to set up a remote session (NO extra charge), which will allow me to connect directly to your screen and check this for you?
are you there please?
Please download Teamviewer from : www.teamviewer.com once you install it please run it. It will give you an ID and a password. Please tell me the ID and the password ***** i can check this for you.
Important : Do not close teamviewer
You can also right-click on windows logo, then Use the search box to type office, hit enter
On the search results page, click your office program.
let me know the results please