Answer

PROBLEM

Installing or upgrading of MailEssentials fails with the following error:  Error 2738: 'Could not access VBScript run time for custom action'.

ENVIRONMENT

• GFI MailEssentials
• All supported environments

SOLUTION

STEP 1 - CHECK THE REGISTRY

Start regedit.exe and check the following keys:

• 32bit OS:
  • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{B54F3741-5B07-11cf-A4B0-00AA004A55E8}: The ImprocServer32 subkey should point to C:\Windows\system32\vbscript.dll
• 64bit OS:
  • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{B54F3741-5B07-11cf-A4B0-00AA004A55E8}: The ImprocServer32 subkey should point to C:\Windows\system32\vbscript.dll
  • HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Wow6432Node\CLSID\{B54F3741-5B07-11cf-A4B0-00AA004A55E8}: The ImprocServer32 subkey should point to C:\Windows\SysWOW64\vbscript.dll

If these subkeys point to other files (e.g. dll-files from anti-virus software) it indicates that the software hooked into the VB script engine.

STEP 2 - POSSIBLE SOLUTIONS

1. Uninstall the anti-virus software
2. Reregister Windows' own VB script engine: IMPORTANT: Ensure to create a system backup before making any changes.
3. Start regedit.exe
4. Export the registry keys listed above into a reg-file
5. Delete the registry keys listed above
6. Hit the keys <WINDOWS>-R and run the following commands depending on the bitness of the OS:

• 32bit OS:
  • %WINDIR%\system32\cmd.exe
  • regsvr32.exe vbscript.dll
• 64bit OS:
  • %WINDIR%\SysWOW64\cmd.exe
  • regsvr32.exe vbscript.dll

7.    Run the MailEssentials installer again.

CAUSE

The installer fails to run VB scripts as the VB script engine is not working properly. The most likely cause is anti-virus software hooking into the VB script engine or it being corrupted.