Error: “An error has occurred. Contact Zerto Support” when Installing a VRA
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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.
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
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 see 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)
To workaround this issue, follow the steps below:
Edit the supported_updates.txt file on the ZVM within the Zerto installation folder.
Remove the first of the duplicate lines.
Save the file.
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.