Check that policy is enabled for offline days for this particular user
Offline data travels from AM server TCP port 5580 to Windows agent, so make sure that is open on F/W
Windows agent has an RSA Offline Local Service that needs to be running
Latest Windows Agent, 7.3.2[85] or 7.3.2[92] have lots of Offline fixes
When you successfully logon online, there is a kind of token or proof created, and this proof is used to request Offline Day Download for a particular user with a particular serial number, so if you search RSA Link for solutions with keywords such as How to troubleshoot proof, you should find the following
000033697 - How to troubleshoot and fix most invalid proof and failed to send day data errors on the RSA Authentication Agent for Windows
https://community.rsa.com/docs/DOC-58145
Which shows how to enable verbose logging on agent and AM server.
