This issue can often be resolved by one or more of the following:
Check that the user has access to the FocalPoint role.
Remove the FocalPoint role via the members area, save the change, then re-add it and save again.
Log out of Access Evo, clear the browser cache and cookies, and log back in.
Ensure the user has a surname configured in Access Evo.
Reinstall Citrix.
More information on managing roles in the members area can be found by searching for 'Manage member roles'. If none of the above resolve the issue, contact support.