If there is one, an Access Control Integration (IE CCure, OpenPath, Kantech, Etc) will try to sync on an existing visitor account instead of making a new user account. This will make it appear as though a staff user is not syncing in, but the access control integration sees them as already synced in.
This can occur if you have a user who visited your site and was added as a visitor before becoming a staff user within your organization, for example, if they came in as a visitor for an interview before being hired on as staff. If this happens, you can go into Workplace to delete the older Visitor record, so that you can then sync their staff account with their credentials.
To fix the issue, you can find and remove this visitor record under the disabled user list. Please follow these steps:
1. Log in to Workplace Web Browser
2. Click Admin
3. Click Users
4. Click the filter button (See picture)
5. Set User Type to Visitor and check the ‘Show Disabled Users’
6. Search for the user via their name
7. Delete the visitor record