Chromebook 11 3180 / 3189: Systems May Not Be Able to Charge the Battery or the Battery Charge Level May Get Stuck at 1%

Chromebook 11 3180 / 3189: Systems May Not Be Able to Charge the Battery or the Battery Charge Level May Get Stuck at 1%





Summary: "Chromebook 11 3180 / 3189 systems may not be able to charge the battery or the battery charge level may get stuck at 1%. This issue is most commonly seen after system has been in long term storage".


Battery Unable to Charge or Stuck at 1%

Chromebook 11 3180 / 3189 systems may not be able to charge the battery or the battery charge level may get stuck at 1%. This issue is most commonly seen after long term storage.

There are several possible solutions to this situation.

  1. Make sure that the AC adapter is plugged into a working outlet and is providing power to the Chromebook.
  2. Determine if the battery is in pre-charge mode or is not charging at all.

    A battery in pre-charge mode will typically show 1% charge level but will also show a time duration until full (scenario A). Batteries in this state could take up to 30 minutes to exit pre-charge mode once then Chromebook has been plugged in. After the battery completes pre-charge, it should begin to charge at a normal rate. To avoid pre-charge mode, Dell recommends charging devices before storing them. Batteries will continue to slowly discharge even when a system is turned off. See BATTERY STORAGE for more information.

    Batteries that are not charging will remain at the 1% charge level, even if left plugged in indefinitely (scenario B). (Figure 1.)

    Battery time until charging is complete versions A or B
    Figure 1. - Battery time until charging is complete versions A or B
  3. If a battery is still in pre-charge mode or is not charging after 30 minutes, check to make sure you have updated to the latest version of the Chrome Operating System (OS). An updated system firmware was incorporated into version R61 (9765.81.0, Kefka 7287.371.0) starting October 11, 2017. To update to the latest version of the operating system, see the steps below labeled OS UPDATE. Versions after R61 will also include this updated system firmware.
  4. Try charging battery for 25 minutes before attempting to power the Dell Chromebook system on.
  5. If the battery still won’t charge, attempt to reset the EC.
    1. To do this, first shut the unit down and then press and hold the 3-key combination of ESC+ROUND ARROW+POWER.
    2. If the system then boots to an ! OS missing error, press and hold the ROUND ARROW + POWER to reboot.
    3. Perform Step 2 above to determine if the battery is charging.
  6. Try reseating the internal battery connector.
    1. Remove back cover, disconnect the battery connector, press and hold the power button for 10 seconds to drain flea power, reconnect the battery connector.
    2. Perform Step 2 above to determine if the battery charging.
      • For steps on reseating this connector, please refer to the manual for your specific Dell Chromebook model at Dell's Support Website.
  7. If the battery still won’t charge, replace the battery in the unit.

BATTERY STORAGE

Recommended steps for Chromebook storage can be found in the following article: Preparing Chromebooks for Storage


OS UPDATE:

To check for updates:

  1. In the Chrome Browser, click the options menu in the upper right corner and choose Settings.
  2. Click Settings.
  3. In the upper left, Click Menu > About Chrome OS.
  4. Under "Google Chrome OS," click Check for and apply updates. (Figure 2.)
    Chrome Browser Settings
    Figure 2. - Chrome Browser Settings

    If your Chromebook finds a software update, it will start to download automatically. (Figures 3-6)

    Selecting Restart for the Google update process
    Figure 3. - Selecting Restart for the Google update process.


    Installation of the update
    Figure 4. - Installation of the update.


    Chromebook is up to date
    Figure 5. - Chromebook is up to date.


    Verification that the update is installed
    Figure 6. - Verification that the update is installed.

If you have further questions about this process, please contact Dell Technical Support to discuss this matter.



Article ID: SLN307926

Last Date Modified: 01/23/2019 12:47 PM


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