Article number
000004588
Affected Versions
All
Source Hypervisor
All
Target Hypervisor
All

Error: “Virtual Backup Appliance is disconnected. Your Retention processes for VPGs: {vpg_names} are at risk.”

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Summary

An administrator sees an alert in the Zerto GUI that states the Virtual Backup Appliance is disconnected.

Root Cause

The Zerto Virtual Backup Appliance service is powered off on the ZVM VM.

Symptoms

The following alert will be present in the ZVM GUI:

Virtual Backup Appliance is disconnected. Your Retention processes for VPGs: {vpg_names} are at risk.

Solution

To troubleshoot this issue:

  1. Open an RDP session to the relevant ZVM VM. 

  2. Click the "Start" icon.

  3. Open the "Services" application.

  4. Search for a service named "Zerto Virtual Backup Appliance" and note its status of running or not running. 

  5. If not running, attempt to start the service.

  6. Monitor by refreshing the Services window to ensure the service is stable.

  7. If the service goes back to running, it has crashed. At this point, gather a 1 hour log bundle for the affected site and collect/provide the ZVM's Event Viewer logs. Then, engage Zerto Support for further assistance.

NOTE: If unsure which ZVM is the problematic machine, open any ZVM GUI, go to the "Monitoring" tab, find the alert, and note which sitename generates this error.