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How to Perform Basic Troubleshooting Steps When a VRA Upgrade/Installation Fails

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An administrator may encounter a situation where a VRA upgrade / install fails.
This article outlines the troubleshooting steps in case such issue occurs.


To troubleshoot the VRA upgrade/installation failure:

  1. Verify that the ZVM can access the ESXi host over ports 22 and 443.

If needed, temporarily enable SSH on the ESXi host first. Next, RDP to the ZVM server, navigate to C:\Program Files\Zerto\Zerto Virtual Replication, open putty.exe and run the following tests:

User-added image
User-added image
To temporarily enable SSH please follow the VMware documentation:

Enable Access to the ESXi Shell (

  1. Within the ZVM server, open the “Zerto Diagnostics Tool” and select the 4th button “Reconfigure Zerto Virtual Manager”

User-added image
Please make sure that all the vCenter / ZVM details are filled in correctly during the reconfigure process. Please inform Zerto support if the connection to the vCenter server fails.

  1. Confirm that both “userVars.ESXiShellTimeOut” and "ESXiShellInteractiveTimeOut" are set to either 0 (A value of zero disables the idle time) or a value greater than 600 (vSphere Client -> Host -> Configuration -> Advanced Settings -> UserVars -> UserVars.ESXiShellTimeOut/ESXiShellInteractiveTimeOut)


  2. Make sure that the ESXi/hyper-v host version is compatible with the installed Zerto version:
If a new host version is declared as compatible with the installed Zerto version before Zerto upgrade comes out please follow:

How to Update ZVM to Support Zerto-Approved Host Releases Prior to a Full ZVR Update - MyZerto

  1. Verify that the following VRA Installation requirements are met:

    1. 15 GB datastore space

    2. At least 1GB of reserved memory

    3. The ESX/ESXi host version is compatible with the version of Zerto installed

  2. If VMware vDS has been used for the VRA installation, a possible workaround would be to install a VRA from the Zerto GUI using VM network adapter as default (not using the VDS ports) and change the settings later on to vDS.

  3. Confirm that the user used by Zerto has all needed privileges according to:

Zerto Installation Guide VMware vSphere, VAIO and Microsoft Hyper-V Environments

If the datastore used for the VRA installation is part of a datastore cluster, make sure to add the datastore cluster à configure datastore cluster privilege to the Zerto role.
      8. Please confirm that the vCenter server disk space is not full. In case the vCenter disk space is full, please fix the issue and run the reconfigure tool again (see step 2)

Please note that the VRA installation/ upgrade percentage indicates specific steps during the deployment/upgrade:

        For Deployment:

  • 0% “Start Install”

  • 5% “Testing connectivity to host” [on SSH installs (ESXi 4.1/5.0) we verify SSH access to the host]

  • 10% “Creating VRA VM from OVF” [VRA OVF deployment]

  • 50% “Registering to ESX” [loading Zerto driver on the host]

  • 80% “Configuring new VRA” [setting auto power-on, adding disk content, etc]

  • 90% “Waiting for VRA to start” [waiting for VRA to boot and obtain IP address]

  • 100% “Installation completed”

       For Upgrade:

  • 0-10% power VRA off

  • 10-30% update VRA OS disk if needed.

  • 30-50% update VRA binaries.

  • 50-90% upgrade Zerto driver (changing driver image, changing driver configuration files)

  • 90-100% writing the change to ZVM DB