Are you looking in your servers users file, or client? Needs to be server.
Also, if you can run, from server console/rcon/srcds console, preferably while that player is connected, "ulx debuginfo", then paste the contents of that file here, we can look and see if they have access through normal ULX methods.
If they aren't connected when you run it, make sure you provide us the steamid and playername they're using.
Additionally, I've modified your post.
Don't just delete what we ask for.
Though we thank you for searching as the first sentence of our template asks you to do, the other information we ask for is helpful for research and tracking purposes.