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BQ20Z95: Battery electric jump from 36% to 0%?

Part Number: BQ20Z95

Hi, team. This is my first time to use this part, so it maybe some setting that I am not familiar with. Now I met an problem that the BQ20Z95 battery update was not accurate, jumping from 36% to 0%, and 36% lasted for 2 hours. What may cause this problem? Thanks a lot!