Article number
000004503
Affected Versions
7.5
7
8.0
Source Hypervisor
Azure
Target Hypervisor
Azure

Problem With ZCA VRA Service Crash Due to Zerto on a Non-Default Drive and Location

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Summary

This article describes a scenario in which a ZCA VRA continuously crashes due to some files being installed on C: drive when Zerto is installed on a different drive letter.

Root Cause

The ZCA was not installed in the default drive and location: "C:\Program Files\Zerto\Zerto Virtual Replication"
Dependent files gets created on the C: drive and in the default location and if Zerto is installed on a different drive or location, it will not properly reference these dependent files.

Symptoms

  • ZVR is installed on a different drive than the C: drive
  • ZVM may report a disconnection with the VRA
  • VRA service not stay running and ZVM may report as crashed
  • The following assert is also found in VRA logs similar to the following:
2020-08-04 14:43:41.768,Assert,10312,VRA,SSLProxy,loadCredentials, SSLProxy.cpp 64: pkeyFile != nullptr failed. Failed to open private key file. errno=2 keyFileName=Secrets/vra_private_key.pem
2020-08-04 14:43:42.003,Error,10312,NON,,VraUnhandledExceptionFilter,EXCEPTION: code=3221225477 flags=0 addr=00007FFE140F9ECASymInit: Symbol-SearchPath: '.;D:\Program Files\Zerto\Zerto Virtual Replication;D:\Program Files\Zerto\Zerto Virtual Replication;C:\windows;C:\windows\system32;SRV*C:\websymbols*http://msdl.microsoft.com/download/symbols;', symOptions: 530, UserName: 'SYSTEM'
OS-Version: 6.2.9200 () 0x190-0x3
D:\Program Files\Zerto\Zerto Virtual Replication\VraMain.exe:VraMain.exe (00007FF61D360000), size: 8949760 (result: 0), SymType: 'PDB', PDB: 'D:\Program Files\Zerto\Zerto Virtual Replication\VraMain.exe'

Solution

Workaround:
Copy the files from the "C:\Program Files\Zerto\Zerto Virtual Replication" to the current drive and location of the Zerto installation.

Example:
xcopy /E "C:\Program Files\Zerto\Zerto Virtual Replication" "D:\Program Files\Zerto\Zerto Virtual Replication"

Permanent fix:
Upgrade to Zerto version 8.5 or higher