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TPS54821: Higher than normal fail rate

Part Number: TPS54821

Hi team,

my customer is using this device for a 14VIN, 5VOUT, 400mA nominal output design. 

we are running into an issue whereby some of the devices are failing. 

they noticed that the device did not load the source and did not charge the SS/TR cap. charging the SS/TR cap externally did not work.

they have also measured the failed device's pins (powered and unpowered) and compared to the working devices. no weird differences.

can you please help outline a step-by-step process for debugging this problem?

Thanks,

Kevin