Cannot see player in list of players when trying to assign a character sheet

In my campaign, I have 4 players and have created 4 character sheets. I have been able to assign three of the sheets, but the fourth one I cannot assign because the player is not in the list. Here an image of all the players in the game (Thava is clearly visible). However, when I try to assign her character sheet to her, she is not in the list of players in the journal section: I tried assigning it to all players, she can then see it, but clicking on it leads to an empty page. I added a fifth player (from a dummy user I created with a different e-mail address), and I can assign it to that dummy user without a problem. Can you check why I cannot assign it to user Thava? Thanks, Gesine

Hi Kallisto, We're sorry to hear that you are experiencing issues with this. Please carefully work through to the first three steps of our guide to Solving Technical Issues: Step 1: Make sure to use the right browser             - Please check if these issues persist when using both Chrome and Firefox. Step 2: Ensure that there are no extensions/addons interfering with Roll20             - Please disable all add-ons/extensions. Step 3: Clear your cache If you are still experiencing issues after working through steps 1-3, please work through step 4 and provide us with that information. 

The list of players outside the game will be their Roll20 handles. Inside the game,the list is built from their display names. Has one of your players changed their display name? You have a Kallisto and a Kallisto M. The Roll20 name is Kallisto M. It looks like Thava might have changed her display name to Kallisto?

1) Browser is always Chrome. 2) No additional extensions are even installed. 3) No, Kallisto M is the dummy user I created to check if there was something wrong. @All: Please check what is wrong with Thava.

Have you tried this? Let your player know you are kicking them from the game briefly. Have them clear their cache after being kicked from the game. Send them a new invite by PM. Have them re-enter the game after accepting the invite. This should resolve the issue because they will be treated as a new player to your game.

Has Thava actually been into the VTT or just accepted the invite? Not 100% but I don't think they are available to assign things to until they have accessed the game, not just the front page of it? Could be wrong though, been a while ;)

Hello Kallisto, The troubleshooting steps given are to help narrow down potential issues that may be causing your issue so that if it can not be solved, the devs have the information needed to help with the issue. As such, can you confirm that you have cleared your cache? Also, please try Firefox and see if the issue persists. Additionally, can you please try the suggestions given by both Pat S. and Ziechael to see if they help any. If none of the above helps, can you also create a new game and invite that player to it and see if you have the same issue with that player? Thanks.