Agent Installation Failure: MSI Error 2738: Could not access VBScript runtime for custom action

Version 5

    Verified Product Versions

    Endpoint Manager 9.5Endpoint Manager 9.6Endpoint Manager 2016.x

    Description

     

    Agent installation fails and there is zero or partial component appears in the start menu of the client OS. The following errors appear in the wscfg32.log.

     

    FAILED:  Running application: msiexec /i "C:\Program Files (x86)\LANDesk\LDClient\<Name of Agent Configuraiton>.msi" /L*v "C:\ProgramData\LANDesk\Log\<Name of Agent Configuration>_msi.log"

    FAILED:  bCriticalError is true.  Setting exit code to ERROR_INSTALL_FAILURE

     

    From the MSI log "C:\ProgramData\LANDesk\Log\<Name of Agent Configuration>_msi.log", there is an error like this:

     

    DEBUG: Error 2738: Could not access VBScript runtime for custom action

     

    Cause

     

    Possible Cause #1: The VB Script engine is not correctly registered.

     

    Possible Cause#2: A registry value that calls vbscript.dll by default is modified by third party software to utilize other DLL files, especially antivirus software. After the software is uninstalled, even with a removal tool, the registry key may still remain from the default value.

     

    Solution

     

    Apply the solution below before reinstalling the agent.

     

    For Cause #1:

     

    1. Run Command Prompt as administrator.

    1) Start Menu -> All Programs -> Accessories   

    2) Right click on Command Prompt and select Run as administrator

    2. Navigate to the folder that contains the DLL file.

      • (32bit Windows) Type cd %windir%\system32 into the Command Prompt and press ENTER.
      • (64bit Windows) Type cd %windir%\syswow64 into the Command Prompt and press ENTER.

    3. Register the DLL file.

    Type regsvr32 vbscript.dll into the Command Prompt and press ENTER.

     

    For Cause #2:

     

    1. Run regedit as administrator.

    2. For 64-bit application, navigate to the following key. For 32-bit application, please skip to Step 6.

    HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Classes\CLSID\{B54F3741-5B07-11cf-A4B0-00AA004A55E8}\InprocServer32

    3. Right-click this key and select "Permissions..."

    4. Select the "Administrators" group and click the check-box for Allow "Full Control"

    5. You may see the value is associated with a file from a software vendor other than Microsoft. Edit the "(Default)" key's value and change it to the following:

    C:\Windows\SysWOW64\vbscript.dll

    6. For 32-bit application, navigate to the following key:

    HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{B54F3741-5B07-11cf-A4B0-00AA004A55E8}\InprocServer32

    7. Right-click this key and select "Permissions..."

    8. Select the "Administrators" group and click the check-box for Allow "Full Control"

    9. Edit the "(Default)" key's value and change it to the following:

    C:\Windows\System32\vbscript.dll