Chromebook Spin 511- N20Q10 not charging we've checked USB-C ports for damage, Batteries brand new

We bought 500 Acer Spin 511 Chromebooks Model N20Q10 this summer. We've gotten about 30 "returns" from the school saying the CBs aren't charging even when plugged in over night and with different chargers. We usually plug them in here in the shop and they charge fine immediately. Occasionally we have to powerwash them first but usually they just start charging.

This is affecting multiple teachers and classrooms - it's not "user error" but it does waste LOTS of time.

Any tips? We've tried multiple chargers, we've checked USB-C ports for damage. Batteries are all brand new in brand new chromebooks. Typical battery health is 97%, 3 or 4 cycles at most and all pass charge/discharge tests.

[Edited the thread to add issue detail]

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billsey

So the N20Q10 number doesn't have a cross reference to actual model numbers. Your full model number is usually on the same sticker as your serial number, it should look something like CP511-xxx-xxxx. They are new enough they support USB-C charging, but that doesn't pin it down even to a year… I'd lean toward something on the charger side of things, I assume you have asked them to provide the charger with the laptop so you can test them in concert with each other? Are there issues with the line current at the school?

SchoolUser99

Thanks for the correction re: model numbers. Let's try this - sample serial number and model number as follows: S/N: NXKEAAA0013XXX, Model: XXX. Manufactures 2023/03/21. Truly the label says Acer Chromebook Spin 511, then MODEL NO: N20Q10.

We've tried dozens of different chargers and, as I mentioned, we deployed 500 of these in September and have gotten about 30 back - they continue to come back to the tech office every week with the same complaint: "Won't turn on or charge even with different cords [chargers]." So I think we've eliminated faulty chargers since teachers are testing several before sending them to us. On our end we have 5 or 6 different USB-C chargers. The "fix" is to plug them in and watch them charge in most cases. I did notice that the lower right corner "tray" battery icon will show Battery Full but, when I look at the diagnostics page <Ctrl><Search><esc> the battery will be completely drained. After a few minutes the "tray" battery icon will also show 1% charged and charging.

And thanks also for your quick response.

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billsey

OK, a Google search on NX.KEAAA.001 (the part number for your SKU based on the first digits of your SNID) says your model number is R756T-C822. The R756T models were new this year and this is what defines your models:

Pretty confusing? :) But basically a touchscreen 2 in 1 laptop without stylus support, chipset based graphics, 4GB of memory, a 32GB eMMC drive, WiFi 6E with Bluetooth 5.2 and HDMI out in a black case. They use a 45W USB-C adapter for charging and support charging using 5V/3A, 9V/3A, 12V/3A, 15V/3A and 20V/2.25A. Note that only the 15V and 20V options are full current charging, the others will either be really slow or actually losing charge if the laptop is turned on. If the charger they are using are typical phone chargers they won't meet spec for the 45W, since most are more like 15W or less and don't do the higher voltages.

In your case I'd look seriously as what they are using for chargers. Since the laptops charge correctly in your environment and don't in the teacher's the difference almost has to be the chargers themselves. A less likely culprit would be the line voltage where they plug the chargers in, if it fluctuates or is steady but low you don't know what the state of the power going through the charger to the laptop is.

SchoolUser99

Thanks for your persistence and help!

I think we're still looking at slightly different machines. Our 500 new Chromebooks have no HDMI output for example. R756T-C822 is a correct number on the sticker - it's just above the serial number and to the left of the manufactured date 2023/03/20.

All the teachers (and their charging carts) have the exact same chargers that we're using here in the shop - the 45 watt chargers shipped with the Chromebooks.

I WILL check line voltage - I remember calling a user crazy years ago when she said her Mac+ restarted itself. It worked fine in my office so I returned it to her and, as I walked out, it rebooted spontaneously. Turns out she had 90 (NINETY!) VAC out of the wall. Seems her bay was the last in long chain of underpowered cubicles sharing a couple printers, various coffee makers not to mention a dozen PCs;) I'll check in the building where we're having the most issues.

Thanks again.

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