When a landscape goes down the User / Group models will not be available in the corresponding landscape. The OneClick GUI shows the corresponding landscape in the exclude list. If the landscape comes back before the OneClick server restarts the landscape will be moved back to included list. If the OneClick server restarts while the landscape is down and then the SpectroSERVER comes back then the landscape will still be in the exclude list.
Log in as the Spectrum Super User, manually move the landscape for the excluded list to the included list for the Group.