Player not showing up in initiative?

I am very new to roll20 and learning a lot.  I have been very happy with how easy it has been overall and my players are really enjoying the tool. My issue is one of the players is not showing up under the initiative every time we start combat.  Has been happening for a couple sessions but what can I do or try to get her to show up on the list?  I even see where I can add a customer item so I dont miss her, but I assume I am doing something wrong or I did something wrong.    Any suggestions would be welcome.  Thank you.

Does she have a token selected when the initiative is rolled? Initiative macros (which are inbuilt in many sheets) require a token to be selected when rolled, as only tokens are valid initiative objects.

Another pitfall for new folks is rolling initiative before you’re on the battle map. I fell into this a few times in 2014. The Turn Tracker that shows initiative rolls only show players things on the same map as them. 

Thank you for the suggestion. I will try it in the morning. 

My issue was I created character sheet first and made tokens. From there I precopied the tokens to each map to make my life easier. Character changed her sheet but had the same name.  So that fixed my issue!  Thank you