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BQ24172: Battery Charger IC Failure

Part Number: BQ24172
Other Parts Discussed in Thread: BQ40Z50

 I have electrical questions about this battery charge controller BQ24172

We have a charging base with 5 of these controllers that can charge Li-Ion batteries. We are seeing failures in the field, but not sure of the root cause yet. Need to investigate

Our battery packs have a BQ40Z50 IC in them

We are seeing our battery packs shut down and the charger no longer can charge the battery pack. We have also seen the charger controller IC stop charging. Maybe one issue or two (one in the battery pack, and one in the charger base IC)?

Our charging base is powered by a 12VDC adapter (3.3A)

We got an engineering report from the battery pack manufacturer after they evaluated the returned "failed" batteries. They claimed that "All returned batteries have triggered CFETF which is a permanent failure." Which is a Charge FET Permanent Failure.

Report is uploaded for reference: (to be sent privately if there is someone who can help)

Charger Bay Schematics: (to be sent privately if there is someone who can help)

Battery Pack Schematics: (to be sent privately if there is someone who can help)