Username field blank in Technician Console

I saw someone else posted this problem in April of 2021, but they indicated that the hostname was blank even though the screenshot they attached showed that they meant username. There were no replies to that earlier post.

We are seeing the same problem: User calls and doesn’t know their device name, so we scan though the console looking for their username. Username is not in the list of on-line devices. We have the user look up their hostname and locate the device in the console: username field is blank even though the user is definitely logged into Windows.

This is on version 5.3.7