Article number
000003140
Affected Versions
All
Source Hypervisor
VMware
Target Hypervisor
Hyper-V

Error: “An error has occurred. Contact Zerto Support” when Installing a VRA

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Summary

An administrator may experience a VRA install failure where the error is simply to contact Zerto Support. However, some upfront troubleshooting could help resolve the issue without Support intervention.

Root Cause

In this scenario, the supported_updates.txt file on the ZVM, in the Zerto installation folder, contains duplicate lines data. In the example below, two entries for ESX_67 are seen.

\Program Files\Zerto\Zerto Virtual Replication\supported_updates.txt

ESX_41 3
ESX_50 3
ESX_51 3
ESX_55 3
ESX_60 3
ESX_65 3
ESX_67 2
ESX_67 3

HyperV_6.3.9600 0
HyperV_1.0.014393 0

Symptoms

When attempting to install a VRA, the ZVM GUI will throw the following error:

An error has occurred. Contact Zerto Support.

From the ZVM logs you will seeĀ indication that it's processing the supported_updates.txt file and has reached a line in the file that it has already parsed:

,SupportedUpdatesStream,ReadSupportedUpdates,reading from C:\Program Files\Zerto\Zerto Virtual Replication\supported_updates.txt,
.
.
,VisualQueryErrorHandler,ProvideFault,Encountered unhandled exception in service. Final exception to throw: Zerto.Infra.ZertoException: An error has occurred. Contact Zerto support.,"System.ArgumentException Void ThrowArgumentException(System.ExceptionResource) System.ArgumentException: An item with the same key has already been added. at System.ThrowHelper.ThrowArgumentException(ExceptionResource resource)

Solution

To workaround this issue, follow the steps below:

  1. Edit the supported_updates.txt file on the ZVM within the Zerto installation folder.

  2. Remove the first of the duplicate lines.

  3. Save the file.

  4. Retry the VRA installation.

Note: If no duplicate lines are in the file, simply open and save the file without making any changes. Then, retry the installation.