Hi, there may be many issues causing this and you need to say exactly what you do to get a tip on what you are doing wrong. We are not there with you and we cannot see what is not working for you. Try to provide more details, screenshots with samples of roles in excel, screenshots of those roles existing in Qlik NPrinting etc... below first few questions which we need to know.
Does role exist in NPrinting?
Maybe you have misspelled it?
what check-boxes are "ticked" in your user import task?
Are you using excel template for the version of the NPrinting specified?
Also study this (assuming you provided correct software version in Label (June 2019)):