Songs Downloaded for offline listening not working

[Zorooooo]

Plan

Premium

Country

USA

Device

Sony MP3 player

My Question or Issue

My son downloaded the songs on two of his playlists for offline listening since he is going to be somewhere without internet for a while. We are in a family premium plan. Everything was fine yesterday and when he went to use it today every song is greyed out. I logged into his account where I am and none of them are greyed out. He is in the same country as I am, just a different state for a little while and without an internet connection or even cell service, they have to landlines to call out. Has anyone had this issue before?

[Joan]

Hi there @Zorooooo,

Thanks for reaching out. We'll gladly help you all keep using the offline music.

It's not exactly clear here what you meant, so we'd like to clarify first. When he downloaded the songs, he did so on the Sony MP3 player in question, correct? But when you say you checked with his account, did you also do it on that device or on a different one? If it was a different one, then maybe you downloaded the songs there instead. The downloading needs to be done on the specific device where you want to listen to offline and is in no way synchronized with other devices. 

Another possible reason is that you need to come online at least once every 30 days in order for download cache to still be active. If he's been offline for more than that or hasn't used the device online for more than that, this might be why the songs are greyed out now.

Let us know how it goes.