Article number
000003140
Affected Versions
All
Source Hypervisor
All
Target Hypervisor
All

VRA Installation Fails with “An error has occurred. Contact Zerto Support” Due to Duplicate Entries in supported_updates.txt

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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.  The ZVM does not handle this scenario.
 
C:Program FilesZertoZerto Virtual Replicationsupported_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 alert:
 
An error has occurred. Contact Zerto Support.

From the ZVM logs you will see indication that it's processing the supported_updates.txt file and has reached a line in the file that it's already parsed:
Example:00000000,00000000,,20-02-26 13:31:44.89,I,83,SupportedUpdatesStream,ReadSupportedUpdates,reading from C:Program FilesZertoZerto Virtual Replicationsupported_updates.txt, 00000000,00000000,,20-02-26 13:31:44.89,D,83,SystemReaderWriterLock,PrintLock,SupportedUpdatesFileLock: Take R, 00000000,00000000,,20-02-26 13:31:44.89,D,83,SystemReaderWriterLock,PrintLock,SupportedUpdatesFileLock: Got R [00:00:00], 00000000,00000000,,20-02-26 13:31:44.89,D,83,SystemReaderWriterLock,PrintLock,SupportedUpdatesFileLock: Exit R [00:00:00], 00000000,00000000,,20-02-26 13:31:44.89,W,83,VisualQueryErrorHandler,HandleError,Encountered unhandled exception in service,"System.ArgumentException Void ThrowArgumentException(System.ExceptionResource) System.ArgumentException: An item with the same key has already been added.
00000000,00000000,,20-02-26 13:31:44.89,I,83,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) 00000000,00000000,,20-02-26 13:31:44.89,W,83,Utils,PreserveExceptionStackTrace,"Exception FaultException`1 (An error has occurred. Contact Zerto support.), cannot be serialized to preserve Stack, skipping. System.ServiceModel.FaultException`1[Zerto.Infra.ZertoException]: An error has occurred. Contact Zerto support. (Fault Detail is equal to Zerto.Infra.ZertoException: An error has occurred. Contact Zerto support.).",

Solution

Option #1 Edit the supported_updates.txt file on the ZVM within the Zerto installation folder. Remove the first of the duplicate lines, save the file, then retry the VRA installation.

<Update:>

Option #2: if no duplicate lines in the file. Simply Open and save the file without making any changes and the communication should restart between VRA and ZVM.


In case <161469>, ZVM 7.0  We performed option 2 and the customer was able to create a new VRA without any issues.