Offline mode doesn't work whatever I do

[wul_5-h1hmlaj]

I am using a Galaxy Grand Prime Plus and although I am a premium member  (student discount) in the offline mode I can only play songs for about 20 minutes. I've tried deleting the app and downloading the songs again but nothing seems to work and it's starting to get annoying.

[SergioDavid]

Hey @wul_5-h1hmlaj, welcome to the Community!

Sorry to hear you're having trouble with this. No worries though, we'll definitely be able to help.

How long has this been going on for? Were you able to use this feature without an issue in the past? 

Also, can you give us a bit more info on what exactly happens after listening to your offline tunes for more than 20 minutes? If you're getting an error message, a screenshot of it would be helpful.

Let us know how it goes.

[wul_5-h1hmlaj]

It's been happening for about a month and it only says "this song can't be played" (I don't know its English version I translated myself that from Turkish "Bu şarkı kullanılamıyor."). I am waiting for a solution since I can't listen my music when I am working out at the moment since the time went down from 20 minutes to 10 minutes. I switch the mode to offline before leaving the house while still connected to the wi-fi and after I switch it to offline mode I turn off the wi-fi.

[SergioDavid]

Hey @wul_5-h1hmlaj.

Thanks for getting back to us.

Do you get this error message when the track that's going to play is a local file? Also, have you noticed it happen with the same tracks or is it random?

We'll see what we can suggest next.