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, and then re-add it and save the change again
Log out of Access Evo, clear the browser cache and cookies, and log back in.
Ensure that the user has a surname configured in Access Evo
Reinstall Citrix
More information on managing roles in the members area can be found in the articles by searching for Manage member roles.
If none of the above resolve the issue, please raise a new case and reference the title of this article.