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BQ34110: BQ34110 SOC Frozen problem

Part Number: BQ34110

Hi All:

I have a question with bq34110,  Customer returns a issue from their storage device, the symptom is even that charge or discharge cycle, SOC% always keep 75%, this system application will not discharge completely to 0% but when charge started and finished, FC bit will set and SOC% still keep 75%,

here is a simple description. I just want to have a idea what reason maybe will causes SOC% frozen but FC bit still will change.

I really need some suggestions or ideas, because as far as I know, this situation should not happen. 

Thanks !