So if I understand this correctly, you have a CUCM server on VMWare. You have restored your customer's backup on the CUCM on VMWare. And are now trying to upgrade it but the upgrade fails, correct?
If that is so, make sure that after you restore the backup, you install locale files if any that the customer might have installed. The backup process does not get the locale files. Do the same for device packs as well.
If all that is fine and still upgrade fails, will need to review the full upgrade logs.
Are you getting this error “Installer User Interface Mode Not Supported. The installer cannot run in this UI mode. To specify the interface mode, use the -i command-line option, followed by the UI mode identifier. The value UI mode identifiers...
The below trick might come handy when you have to add a new node to a cluster but you don't have or is unsure of the security password for the publisher. This procedure has been around for ages.
1) Login into the CLI of the Publisher.