I can confirm what is said above by vjvale.  The current stable build USB recovery image from Recovery Tool would not fix the problem as it installed R60.  However, after doing a bit of URL guessing I was able to download 9460.73.0 (R59) image and manually create a recovery USB.  I did a USB recovery to R59 and the problem went away.  I charged the battery and it went to 100%.  Just upgraded to R62 and for now it is charging to 100%.  We will see if it lasts.  However, it is absolutely a software/firmware issue.  Can we please get an update on the current resolution path?  I am glad to test if it is helpful.  If this is going to be fixed I would love to not return three R11's.

Re comment 39 : Can you provide a link to the repository where you found the R59 image?

It has been reported today that over 350 cyan chromebooks have an issue with the battery not full charging to 100%.

The issue seems to come from a EC FW update in R60 which provides a mechanism to protect the battery from being over charged (https://chromium-review.googlesource.com/479177)

What's the status of this (what seems to be) a regression?
Is anybody working on it?

Just chiming in that I, too, have this issue on a nearly new Chromebook.  Mine charges to somewhere between 88% and 92%.  Hoping there's a fix soon and that this bug doesn't do any premature aging to the battery.

After 4 days on R62 my battery only charges to 96% vs 100% four days ago(on R59).  Reverting back to R59 provides only a temporary fix.  It is happening on all three R11's in my house.  Any help is appreciated.

re: Comment 44--I'd settle for powerwashing every few days, if I knew where to get an image of R59...

Are there any known cases of an Acer R11 successfully updating beyond R59 without succumbing to the battery charging problem?

Following is the URL I used to get R59.

https://dl.google.com/dl/edgedl/chromeos/recovery/chromeos_9460.73.0_cyan_recovery_stable-channel_mp-v3.bin.zip

Install R59.  Let the battery charge to 100% before updating to R62. 

Per a post above, you can enter recovery mode (esc-refresh-power) and just let it sit there on the recovery screen while plugged in and it charge to 100%.  After its done, power off and reboot as normal.

You don't need to actually downgrade or put in any media, just leave it on the recovery screen.

I just tried the recovery mode method.  It charged all the way (light turned blue).  When I booted back up normally it showed the battery at 96% and didn't show a time remaining to full.  I guess 96% is the new 100%.  As an aside, I was only getting to 88% previously (was going to 94% when I first noticed the issue a few weeks ago).

As as addition to my previous post...after booting normally I left my R11 plugged in and have not unplugged it while using it.  Battery is now showing 93% (was 96% when first booting), so it appears like it is draining even though it shows it is plugged in and charging.  I really hope this isn't damaging the battery.

Thank you. My R11 charged fully with the recovery mode method. Hopefully they fix this so it can charge again normally, but this will work for now.  

After charging to 100% using the recovery method, does it stay at 100% after booting normally?  On my last try, my battery said fully charged when I first booted normally, and then slowly dropped to 90% where it now seems to be staying, even while plugged in.  I'm going to try it with another one of the R11's I got for gifts to see if it has the same behavior.

New data point.  I found out last night that if I leave the charger plugged in while using the R11 (last night I was watching Amazon Prime Video) then It will finish charging to full.  I repeated the experiment today (while watching a VIMEO video this time) and it worked again.  Maybe that piece of information can help someone solve the problem.

re: the recovery mode method, I've discovered that I can put the R11 into recovery mode and plug it in, but instead of leaving the recovery screen on, I can shut the lid, and the battery will still charge to 100%.

 Issue 797601  has been merged into this issue.

I don't know how or why, but I came home from work today to find the battery light on my R11 blue which it hasn't done in quite some time.  I hovered over it and it said it was fully charged.  I unplugged it and it immediately dropped to 97%.  I plugged it back in and the light turned blue again but now it is saying the battery is at 97% with 3+ hours until full.  I'm on the stable channel, Version 62.0.3202.97, if that means anything to anyone working on this issue.

We're continuing to work with our partners to fix this issue and will provide updates here when they're available.

Following.  My Acer R11 is at 63.0.3239.116 and will not charge past 47-48% now.

I can confirm the Recovery method worked to charge the Battery to 100%. 

Per Comment 48 by jibberja...@gmail.com, Dec 22 

"Per a post above, you can enter recovery mode (esc-refresh-power) and just let it sit there on the recovery screen while plugged in and it charge to 100%.  After its done, power off and reboot as normal.

You don't need to actually downgrade or put in any media, just leave it on the recovery screen."

I'm experiencing same trouble using version 63.0.3239.140 on my CB5-571.
max. Battery  level is now stucked to 66% during charge.
battery_test says 94% health for a 18months year old Chromebook

I've tried to :
powerwash -> same trouble, keeping version to 63.0.3239.140
Go to beta channel (auron_yuna_63.01.59.116)
being impatient, I'm now trying the full charge under recovery mode...

keep you informed of final result of that.

is the method through recovery mode back to v59_stable + full charge + update to lastest version of chromeOS working ?

I confirm that CB5-571 Chromebook can be totally recharged putting the CB in recovery mode and let the battery charge a couple of hours...back to 100% !!!

I'll switch back to stable version as soon as possible.

Latest update 64. (beta channel) managed to finally charge the R11 to 100%
without recovery mode on.
Going to test it out tonight again.

re: Comment 62: I am also on beta channel, update 64.0.3282.79 (from 1/7/2018), but I did not get a 100% charge. Overnight charge yielded 95%. 

I'm on the latest stable release.  I've found that if I leave it plugged in while using it, then it will usually (but not always) charge all the way up to 100%.  If I'm not using it and just plug it in to charge, it still tops out in the mid 90% range.

My chromebook was charging to at most 39%. After reverting back to 59 my chromebook has constantly charged to 100%. I turn off the auto update service and do not shut down my chromebook. For the past several weeks I have had no charging issues.

Same issue here. Took a very long time to figure out what was going on.

Recovery works for recharging, but explaining that to the parent-in-laws is a little embarrassing after recommending a chromebook.

Hope this gets fixed soon, but I'm glad it's just a software issue.

After charging mine up to 100% using recovery procedure, with ChromeOS 63.0.3239.140 installed, it seems that full discharge and recharge when less than 10% life-battery, leads to get 2-3 days of work on battery only.
No more trouble with no-full-recharge... up to now...
keep you informed of future trouble on that issue

I was stuck at 40% battery.

Fixed it by fully recharging(100%) in recovery mode, then power wash while at 100% battery charge. 

I have tried all three channels. I started observing the battery status not exceeding beyond 94%. Last week it was 83% and today it seems the battery percentage is 80%. Tried to switch channels, but still the percentage stops at 80. If this bug is not fixed, this would come down. Even though it is a calibration issue, it drives users panic unnecessarily.

Stuck at 14%, haven't tried the recovery method.
Raised a support case with Acer after reading this
https://us.answers.acer.com/app/answers/detail/a_id/51932
"If the indicator icon shows a value below 85%, please contact Acer support."

Won't charge past 63%. Just had update, going to install and see what happens....

We are a school and are having this same problem with the R11's that we purchased over the summer. Right now testing out the "enter recovery mode (esc-refresh-power) and just let it sit there on the recovery screen while plugged in and it charge to 100%.  After its done, power off and reboot as normal" theory of getting these things to charge. 

I tested one for about 20 minutes and it has risen 3%... Hoping for the best. However doing this to 500 of these bad boys isn't high on my list of efficient modes of handling an issue! 

Is there any way to get feedback or notification when this issue is ACTUALLY fixed? 

Yes, click the star icon near the upper-left corner of the page. This report will be updated when the bug is fixed.

Really hope this gets fixed soon. Mine won't charge past 62%, I am on the latest stable release. Battery life is one of the big plus's for a chromebook, having that taken away is pretty bad. I would think this would be high priority to get resolved. Acer is willing to do a repair case and would likely replace the battery but that is pointless given this is a firmware issue.

I just unboxed a brand new Acer Chromebook R 11 today with this issue.. won't charge past 90% the first day I own it. Will be extremely disappointed if the problem gets worse from here, as I really love the chromebook otherwise.

Hope this is a priority .. It really should be

Same here, brand new Acer R11 with the same issue.

Yep same issue for me too. Absolutely love my chromebook otherwise but this is not really good enough is it? I take excellent care of it and otherwise am totally happy, but having to now and then put the chromebook into restore mode and leave to charge... for what seems a VERY long time. But it does charge fully when I do this. Then when I reboot though and use up the battery, doesn't recharge fully - say to maybe 90 - 80%, then next charge it goes down again to say 60% - 50%, and so on. Put it into restore mode and it charges fully. So obviously not a battery issue. As this has been ongoing since Oct last year I really hope it is resolved soon! Haven't noticed anything different from other users who have commented here, just adding another vote to say same issue for me too. Please fix as not practical to be putting into restore mode to charge all the time!

Mine has been doing the same thing since last month, January. I have had multiple OS updates, and just had another one tonight and I am not charging past 85%-95%. Most recent update was to 64.0.3282.144. Just wanting to add my name to the pile of people with the same issue.

The following revision refers to this bug:
  https://chromium.googlesource.com/chromiumos/platform/ec/+/c3321a10f83651f9a12e2b36e438852accd5671e

commit c3321a10f83651f9a12e2b36e438852accd5671e
Author: david.huang <david.huang@quantatw.com>
Date: Sat Feb 10 01:44:43 2018

Cyan: Change charge voltage for battery

Change battery charge voltage based on Cycle Count or State of Health
for different battery.

BRANCH=cyan
BUG=b:68012423, b:37484779,  chromium:774428 
TEST=Use console command "charger" to check charge voltage with different
battery.
Signed-off-by: David Huang <David.Huang@quantatw.com>

Change-Id: Ib8ee577bd795b784b8c69ab1d48b3eef4ef95fd9
Reviewed-on: https://chromium-review.googlesource.com/859136
Commit-Queue: David Huang <David.Huang@quantatw.com>
Tested-by: David Huang <David.Huang@quantatw.com>
Reviewed-by: Vincent Wang <vwang@chromium.org>
Reviewed-by: YH Lin <yueherngl@chromium.org>
Reviewed-by: Todd Broch <tbroch@chromium.org>

[modify] https://crrev.com/c3321a10f83651f9a12e2b36e438852accd5671e/board/cyan/bq24773.c

This is an issue for us also affecting approximately 70% of our fleet. Please address this as a priority.

We have several hundred R11's in an EDU environment.  This is affecting about half of them.  These devices are expected to last all day and some won't charge beyond 30%.  We have been able to reset the batteries by charging in restore but the fix seems to be temporary.  It's become a serious problem.

@Brett

We are in the same position, plus we have some in cabinets which aren't being used because they haven't been issued yet. I have read that they will replace the batteries so we're having Acer replace the batteries in our whole fleet while we're on spring break. 

I've had Acer replace both the battery and the mother board and I'm still experiencing the same issue.  Battery replacement did not fix this. 

That's because this is a firmware issue, introduced in R60 at the end of last summer. It's so frustrating that Acer is blaming hardware after so many months.

I'd like to see an official response from Acer on this board.  I see several acer.com emails on the CC'd list.

My Acer R11 Chromebook was purchased used from eBay, with a known 'bad battery'.  I replaced it with a new one, which encounters the same problem as everyone else here -- so I can confirm that a new battery doesn't get around this problem.

I called twice to customer service telling me that it was to be repaired by an update. Now more than 3 months after purchase nothing has been fixed.
Recalled the customer service now they tell me that I have to ship it to get it repaired but fix what. After reading several blog users know more than the company about the problem it looks like hiding things or they just dont care. It always comes back since the update of Chrome OS. Acer should do a lot more to solve the problem known for a long time. Now I am stock with a chromebook that does not fully charge if i want to smile I go in recovery mode at least I have a blue light to comfort me. Sad R11 user

My device isn't quite as bad as some, but I agree that 4 months in, it would be nice to see some sort of update.  I'm pretty sure it's not an Acer issue at this point.  Acer owns the hardware, which seems to be fine.  Google owns the Chrome OS, so since this is a software issue, I think it needs to be fixed by the Chrome OS team.  I understand that any fix is going to need to be released in the next OS update, but it would be nice to see some sort of status.  

Has a fixed been identified and just not released quite yet because it's waiting for the next OS drop?

Is anyone actually working this issue?

There have been 4 OS updates since this bug was introduced, 5 if you count beta, which is not fixed yet, either. I have no confidence that anyone is actually going to address this anytime soon.

Been having the same issues on my Acer R11 and took it back to the store, where they refunded my money. 
Bought a new one which was on OS54 out of the box and running fine, just updated itself to OS64 whilst rebooting (I didn't approve),hope this problem doesn't recur.

Still have the same issue....Very frustrating!

Hi! Is there any update on this? Which build should have this fix? Thanks!

No update, no fix.  We're all still screwed.

Add my 6 to the total.  One can charge to 100%, Two can charge to 34% (or so), Two can charge to 26% and the last one can't charge past 9%.  


I have 32 CB3-111s that are three+ years old.  No problems.  

Anything from Acer on this?  

Still, no perm fix yet that I've heard. However, going into recovery mode has been a temp fix for us so give it a try so you can at least use your Chromebooks.

Enter recovery mode by holding ESC - Refresh - Power button at the same time, Screen will go black and then you'll get a page with a big yellow exclamation point in the center. At this time you can close the Chromebook and allow it to charge. Give it a few hours open up the Chromebook and power up as normal. You should have a 100% charge.

This has worked so far with cb's that were not previously charging correctly. Unfortunately, at this time I don't know if any that we've done this with is going into that mode of not charting again.  

I have been successfully using the recovery method (outlined in Comment 99) to get to a full charge. Last night I forgot, and so this morning I threw my charger in my bag on the way to work. When I plugged it in at my desk at around 8am (EST), I was at about 45% charge. I've left it powered on since I've been using it periodically through the morning, and a few minutes ago (11:45am EST) I noticed the charge indicator light was blue and the taskbar indicates "battery full". I am running on the beta channel, Version 65.0.3325.89 (Official Build) beta (64-bit).

https://bugs.chromium.org/u/4238627842/ - What is the "Power" button on the CB3-131?  As far as I can tell there isn't one, the unit is turned on by opening the Chromebook and turned off from the screen.  

The power button is on the right side of the case beside the headphone jack. It is white and recessed into the case.

Mine randomly charged all the way night before last. I did the most recent update a few days before. I don't know if something automatically updated while I wasn't using it or not, but I suddenly have a full charge.

My R11 was updated to version 64 yesterday.  Tried charging last night and the bug still seems to be there in version 64.

I have 3 of these with the charging issue. One will randomly charge to 100% every now and then but I can't figure out what is different about it when it does. It belongs to my 6 year old who tends to not close apps such as Netflix before just closing the lid but, but even when I try that on mine it still doesn't go to 100%. They are all on 63 official.

I found this issue when I discovered my R11 would no longer charge past about 53%. I tried the workaround and got it back to 100% without issue. It seems this caused some behavioral change because normal charging gets me 94+% now, as opposed to be limited to just over 50%. I can live with this FOR NOW, so long as I can get over 90% reliably. My battery's health is noted as 93.70% so it does not appear to be a battery health issue. I'm current on updates and tried the beta channel to no avail.

This is the latest update that I have gotten directly from Acer. The only difference in what I was posting before is that they want us to leave the CB's open to charge as opposed to closing.

Their instructions:

Please see the instructions below to resolve the battery issue for now.

 

This is a recalibration technique that should allow the battery to report the correct time remaining after completion.

On evaluation units, after we have calibrated the battery it will show Full Charge or 95% charge after completion and the Battery time remaining was correct.

 

Please see the below steps.

 

1.    Unplug the ac adapter from the unit and shutdown.

2.    Press the Escape + Refresh + Power keys to enter recovery mode. (with Yellow Exclamation point.)



3.    Plug in the Ac Adapter and leave the chromebook on the same screen (do not shutdown or close the lid).

4.    Leave the unit plugged in for 6 hours (to fully allow the system to charge and recalibrate the battery).

5.    Leave the unit plugged in and press power button to shutdown unit.

6.    Leave the unit plugged in and power the system on.

7.    At this point in the Chrome OS the battery icon should show full charge or 95% charge.

8.    Now unplug the ac adapter, the battery life indicator should correctly show the time remaining and correct battery percentage. (95% or full charge in the taskbar) 

This is the workaround I mentioned. It's just a workaround. It will not fix the problem. It will, however, help if the problem worsens to the point where it won't charge past a very low level (ie: mine kept stopping at 53%).

Mine still does not charge past about 94% or so.

My R11 received another minor update, and since then, it seems to charge to full as long as I power it down and close it up before plugging it in.  I can live with that.

I'm on the dev channel and just ran up the latest updates. There were a few days where it would go to full, but it stopped doing that again. This is where I stand:

Battery is discharging (91.59% left)
Battery health: 93.70%

It's plugged in. The status bar indicator shows 94% and stopping there.

I would be willing to say "I can live with that" on this as well, but with the caveat that this actually gets fixed at some point.

My R11 has had a few more incremental updates, and is now back to the same behavior.  It occasionally charges to full, but it's not often and I can't pinpoint why.  Still waiting on a permanent fix.

Ugh. Just bought an r11 and didnt know of this before hand. Mine will not charge beyond 80%. 

I'm now on version 65.0.3325.184 and it will no longer charge to full, now stopping at around 95%.  6 months and still no fix.

With the latest Beta of 66.0.3359.79, I'm not able to recreate the battery issue. Usually happens the most when I partially let it discharge and then charge it again. all 3 times I tried it went to fully charged. I'll invoke a famous line by Harvey Keitel from Pulp Fiction.

Anyone else on Beta still having an issue?

Beta here. No issues charging to 100% for the past week or so.

Beta channel as well. Haven't had an issue with charging to 100% for about 1.5 weeks so far.

Re comment 114-116, beta channel here as well, charging to 100% from powered down state, on standby and during use. Time to full accurately calculated, so far so good 

Is this issue actually being worked on? I ask because I don't understand why it's taking so long to resolve. I've been getting updates for a while now hoping they will resolve this charging issue, but none have as of yet. Thinking of getting a different Chromebook because of this.

Chris,

Are you on the Beta channel? If not, try it - it does appear that Acer/Google has FINALLY resolved the issue with the latest Beta. I've been on it for about 2 weeks now and I haven't had a single charging issue.

I agree with the last comment. Switch to Beta channel, and it should all be
set and ready to charge fully. I haven't had any issues with battery
performance in the past 2 weeks or so. Good luck.

Finally after all my useless attempts and 6 months of waiting they fixed the problem in the beta 66 wow

I have not tried switching over to the beta channel yet, but I will give it a try. Thank you all for the suggestion.

We have moved ~60 devices to beta and it has worked to solve the battery
issues.

*Shane Hannant* • IT Officer - Systems
p: 07 4132 7554 <0741327554>  • w: www.stlukes.qld.edu.au
4 Mezger Street • Bundaberg Qld 4670

I've been giving mine numerous charges before commenting here as I'd seen it have a batch of charges go to full and then stop again. So far, it's going to full every time. It'd be nice if we could find out if this is intended to be fixed now.

With today's release, Version 66.0.3359.137 (Official Build) (64-bit), my R11 seems to be charging to 100%.

2 of mine are still stuck at 1% after the update.....Wont charge at all.

My R11 is charging fully after the update! 

I can also confirm that my 3 R11's are also fully charging after the update....finally!

If you're at 1%, then I would suspect a hardware problem (like the batteries being disconnected or damaged).  

I don't know exactly what the charger circuit is, but even when I've had laptops in the past go completely flat, they pick up pretty quickly to at least 5%.  

Sorry, probably not the responses you want to get.

I'm happy (and quite a bit shocked) to report that going to build (66) as outlined in this thread actually fixed this issue for two R11 Acer Chromebooks. I was skeptical that it would work after many calls to Acer Support who only offered to take my money to fix the problem.

Here's what I went through to get to this point.

I have two Acer R11's for my grade school kids. One charges to 80% and the other around wouldn't go past 11%. I bought them over 2 years ago and since they stay plugged in at the kids desks and they rarely remove them, I never noticed that the battery never got to 100% until about a month ago when we tried using them around the house.

I saw some reviews and feedback about others who can't get the battery to fully charge and I called Acer figuring that it was a known issue. The first agent had me reset, put the Chromebook into developer mode and then asked me to call back after about 20 minutes to let them know whether it was charging or not. She said that it would be fixed for free if it didn't charge and since myChromebooks are out of warranty, it seemed like they were fixing some sort of known hardware issue for me regardless.

The Chromebooks didn't charge and a call back forwarded me to a 3rd party "out of warranty" support number instead of Acer support. No matter what I did, no matter what buttons I pressed to try to get to Acer support, it was useless. It was impossible for me to get back to the Acer support people I originally spoke with.

Fortunately, I had a second, unregistered R11, and used that serial number to get myself back into Acer Support. I was then able to give them my previous case number and they pulled it up. They insisted that I would have to pay for the repair. I then asked to speak to the manager who also admitted that this is (or was) an issue with some of the R11's and suggested that I download the recovery software and apply it via USB. I told her that I didn't think it would work since I was not previously offered this option. She said that if it didn't work, my only other option was to pay $150 per Chromebook (I bought them for $270 each) to fix the problem. At this point, it didn't seem worth investing so much money into a 2 year old Chromebook, even though it otherwise works great.

I wasn't surprised when the system restore did not work. Back to the web for more research and determined to get more info, led me to this thread and the tip about switching to the beta build. Fortunately for me, the beta build that is supposed to address this issue was released a few days prior.

With much relief, I found that the beta build (66.x) did in fact work. A few hours later and the two R11's were fully charged!

Thanks again to everybody here who posted this option and to those that confirmed that it worked for them. I'm adding my two R11's as a success story for this build as well. I plan to call Acer back once more and tell them the solution that worked for me.

cyan: battery not charging to 100%

The battery is still not completely charging on r11. A few people have said that it's been fixed but that's not the case for me. Anyone else still experiencing this issue?

Hi Acer members,

How are you? Can you help to have a look to see if you can help Comment 132 and 133?

Thanks.

Hi, 
How are you? Can you show us system BIOS image version to check battery can't be charge to 100% problem?  

Thanks,

Not fixed for me, either. 
Chrome 65.0.3325.184 Official
Revision 0
Firmware Version Google_Cyan.7287.57.145
Battery health at 87.97%

This issue was tracked by an internal bug (b/68012423) and fixed with M66, which is available on the Stable channel.

Please make sure you're running Chrome OS 66.0.3359.158 or later.