By Iain Mackenzie
Newsbeat US reporter
Microsoft say they're "working towards a solution" to the interface problem
A software update for Microsoft's Xbox 360 may be causing some consoles to stop working properly.
A number of gamers have complained that their machines lose sound after installing the New Xbox Experience (NXE).
The problem appears to affect consoles connected to televisions using a High Definition Multimedia Interface (HDMI) cable.
Online forums and blogs are awash with reports of the bug.
In a statement, Microsoft said: "We are aware that a handful of Xbox LIVE users are experiencing audio issues, and are diligently monitoring this issue and working towards a solution."
NXE was launched on 19 November. Users download the software from the online service Xbox LIVE.
The update replaces the Xbox 360's familiar blades dashboard with a series of floating windows.
It also introduces cartoon-style avatars, similar to Nintendo's Miis.
Owners in the US are able to rent movies online using the Netflix service.
However, some say the audio problem has taken the shine off the long-anticipated launch of NXE.
"I can't believe I've wasted a whole day trying to get this working, and I can't use my 360 until it's sorted, nggh...." wrote blizeH on Eurogamer.tv.
Users claim they have isolated the problem to the Xbox 360's HDMI interface.
The HDMI is an audio/video interconnect used to carry sound and HD video between the console and display.
HDMI has largely replaced the component and SCART systems to become the standard interface on most AV devices.