Waystin nailed it.
the , , is him. He made it in, but his profile isn't complete. Usually didn't include a name in the players name or in game slot.
He needs to log in and update his profile and it will fill in.
Typically, I end up changing their password, logging in, fixing their profile, logging out and sending them the password so they can log in and change it. Have him contact me directly if this is what I need to do.