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BQ24780S: What should BQ24780S work when ACFET short?

Part Number: BQ24780S

Hi Team,

Customer feedback that BQ24780S are not able to charge battery. They found their AFCET was damage.

They saw ACOK and REGN output 6V. It cannot charge battery and turbo boost.

Question: 

1. What should BQ24780S work when ACFET short?

2. What's the condition that BQ24780S are able to charge battery?

Thanks

Shaq.