Troubleshoot iHeartRadio on Xbox Live


Use the following information to resolve problems with the iHeartRadio app.

iHeartRadio stations don’t play smoothly

If iHeartRadio stations aren’t playing smoothly on your console, try the following:

The iHeartRadio app doesn’t respond

If the iHeartRadio app is not responding, delete and reinstall the app. Here’s how:

  1. On your console, go to Settings, and then select System.
  2. Select Storage.
  3. Select your primary storage device (most likely Hard Drive).
  4. Select Games and Apps.
  5. Find and select any items that refer to iHeartRadio.
  6. Select Delete.
  7. Return to Xbox Home.
  8. Go to Apps, and then select Browse Apps.
  9. Browse or search for “iHeartRadio.”
  10. Select iHeartRadio to download the app.

Error messages

You may get one of the following error messages when you try to use the iHeartRadio app.

  • There was an error playing back your station, check your internet connection and try again.


    If this didn’t resolve your problem, contact Xbox Support. See the “Assistance” section at the bottom of this page for more information. 
  • Sorry, you've reached your maximum number of custom stations. To create new custom stations, please delete some old ones.


You can have a maximum of 150 custom stations set in the iHeartRadio app. To create a new custom station, you have to delete an old one.

  • Can't install the optional media update. Restart the app and try again. If the problem persists, use the Xbox Dashboard to search for and download the Optional Media Update.


This error occurs when the music you’re trying to listen to is stored in the Advanced Audio Coding (AAC) format. You need to download the free Optional Media Update from Xbox Live (see the steps below).

Note The Xbox 360 console can only play AAC files that are not protected by DRM (digital rights management). Protected AAC files will appear grayed out in the Xbox Dashboard.

Download the Optional Media Update

Here’s how:

  1. Go to Bing, and search for "Optional Media Update."
  2. Select Optional Media Update.
  3. Select Optional Media Update again.
  4. Select Confirm Download. (The download is free.)
  5. Once your download is complete, select Continue, and then return to the Xbox Dashboard.
  • We could not play the station because you are not signed into Xbox Live.
  • We could not login to iHeartRadio because you are not signed into Xbox Live.
  • The Upgrade option was selected by a player who is not signed in to Xbox Live. You must be signed in to upgrade your account.


One of the accounts signed in to the console is not a member of Xbox Live. Sign out all accounts except for the Xbox Gold member, and then try again.

Get support

Both iHeartRadio and Microsoft provide support for iHeartRadio on Xbox Live. The following information summarizes the areas covered by each company:

iHeartRadio Support

iHeartRadio is responsible for iHeartRadio subscription issues and the iHeartRadio website. To contact iHeartRadio for support, visit the iHeartRadio Help Center.

Xbox Support

Xbox Support provides help with the following topics:

  • Using the iHeartRadio app
  • Xbox Live account setup
  • Xbox Live billing and service

Was this article helpful?


Thank you for your feedback

Thanks for your feedback!

We're sorry this article didn't solve your problem. We won't give up and neither should you. Try this community option, below.
Get help from the community
Ambassador chat image
Ambassador chat
Chat one on one with a fellow Xbox User who wants to help.

Provide feedback for this topic

255 characters remain.
To protect your privacy, please do not include contact information in your feedback.
Get help from the community
Ambassador chat image
Ambassador chat
Chat one on one with a fellow Xbox User who wants to help.

Contact Us

Would you like to contact Support regarding the "Troubleshoot iHeartRadio on Xbox Live" issue you were reading about or a different issue?