If you downloaded the roster from the Rosters pane in the Web Terminal, the problem could be in the Volunteers section of the roster settings.
You can use the Ministries section to specify who should be included in the roster on a by-ministry basis. For example, if we only want our roster to include volunteers who are EMs, we would click "Include only these ministries" and select the "Extraordinary Minister" ministry. Then, leave the Volunteers section set to "Include all volunteers", as this will refer to all volunteers in the ministry or ministries selected above.
The Rosterizer pane in the MSP desktop software functions the same way, but these sections will instead be called the Included Ministries section and the Included Volunteers section, respectively.