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'.