The most common cause of this is that someone has removed the user from their security profile via the Remove button shown on the members list for the security profile.
When the Remove button is clicked on the members record, FocalPoint does two things -
Removes the user from the security profile
Removes all settings from the user so that they cannot log in or be used at all by FocalPoint
When clicking the Remove button on the members list, a warning will be shown:
Are you sure you want to remove user user name from this security profile? All settings for this user will be lost.
If Yes is clicked at this point, all settings in the tabs for the member will be lost, and the only way to put them back in is into enter the details manually - putting them into a security profile will not replace the settings and the user will be unable to access FocalPoint until the details have been added.
To avoid this issue, when moving a member between security profiles you should:
Log into Focalpoint Admin.
Click System Control, Security Profiles.
Select the profile you wish to move the user in to and click members.
On the right hand side will be a list of all users, find the user in question, select their name and click add.
This process will prevent the information from being removed when changing profiles.
In order to resolve the issue after it has happened, you will need to simply put the user back into a security profile and enter the details manually again.