38192: Acronis vmProtect: "Task 'ACEP' failed"

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Applies to:

    Delete the ACEP task in Windows Agent or Virtual Appliance

    This article applies to:

    • Acronis Backup for VMware 9 (Acronis vmProtect 9)
    • Acronis vmProtect 8

    Symptoms

    1. When installing Acronis Windows Agent or Virtual Appliance you activate Acronis Customer Experience Program (ACEP);
    2. Once activated, you receive the following error in the logs:

      Task 'ACEP' failed: 'Failed to send Acronis CEP information.
      Additional info:
      Error code: 9
      Module: 429
      LineInfo: 62c02c3d9d5ae857
      Fields:
      Message: Failed to send Acronis CEP information.
      Error code: 24
      Module: 429
      LineInfo: a05ad9e7ba2a7801
      Fields:
      Message: Failed to get task with id '77A5C810-E14B-405B-B44A-58CE28862116'.

    Cause

    At the moment when ACEP is attempting to send information to Acronis servers there is limited or missing Internet access from Acronis agent (either Virtual Appliance or Windows Agent).

    Solution

    If you would like to get rid of these errors you can disable ACEP:

    If you installed Windows Agent:

    1. Run Acronis Scheduler Manager on the machine that gives the error. See Acronis Scheduler Manager;
    2. Issue the following command:

      get list

    3. The program will display the list of the tasks. In the list of displayed tasks, note the number of the script that has the same name as the one that produces error entries in the log:

       

      For example: 1-12

    4. Issue the following commands to delete the task:

      task [script number]
      task delete

      For example:

      task 1-12
      task delete

    If you installed Virtual Appliance:

    1. Switch to the Virtual Appliance console (Press Ctrl-Shift-Alt-Space-F1, then Alt-F2);
    2. Issue the following command:

      rm -rf var/lib/Acronis/Scheduler/tasks/user1/1/

    3. Press Alt-F1 to switch back to Virtual Appliance GUI and press the Reboot button to restart the Virtual Appliance.

    More information

    The issue has been fixed in Update 1 (build 10007), please update the product.

    See also Acronis Customer Experience Program (ACEP).

     

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