Installing Sophos Anti-Virus on endpoint computer: Internal Error 2738 returned

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  • Updated: 01 May 2014

Issue

When running a local installation of Sophos Anti-Virus for Windows 2000+, on an endpoint computer, you receive Internal Error 2738

First seen in

Sophos Anti-Virus for Windows 2000+

Cause

Required Windows DLL files are not correctly registered.

What To Do

  1. On the endpoint computer that has given the error, log on as a user with full administrative rights.
  2. Back up the registry.
  3. Re-register the vbscript dll and the jscript dll, by following the steps that relate to your operating system:
    • Windows 2000 or XP
      • Click Start|Run, type regsvr32 vbscript.dll and press enter
      • Type regsvr32 jscript.dll and press enter
    • Windows Vista
      • Go to All Programs|Accessories.
      • Right-click on 'Command prompt' and 'Run as administrator'.
      • Type regsvr32 vbscript.dll and press enter.
      • Type regsvr32 jscript.dll and press enter
    • Vista x64 version
      • Go to All Programs|Accessories.
      • Right-click on 'Command prompt' and 'Run as administrator'.
      • Change directory to C:\Windows\syswow64\
      • Type regsvr32 vbscript.dll and press enter.
      • Type regsvr32 jscript.dll and press enter
    • Windows 7 (32-bit)
      • Click on Start | Run | type in regedit and click Ok.
      • Check HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{B54F3741-5B07-11cf-A4B0-00AA004A55E8}\InprocServer32 If this key has not got a data value of C:\Windows\System32\vbscript.dll add it in accordingly.
      • Go to All Programs|Accessories.
      • Right-click on 'Command prompt' and 'Run as administrator'.
      • Type regsvr32 vbscript.dll and press enter.
      • Type regsvr32 jscript.dll and press enter
    • Windows 7 (64-bit)
      • Click on Start | Run | type in Regedit and click OK
      • Check HKEY_LOCAL_MACHINE\SOFTWARE\wow6432node\Classes\CLSID\{B54F3741-5B07-11cf-A4B0-00AA004A55E8}\InprocServer32 If this key has not got a data value of C:\Windows\System32\vbscript.dll add it in accordingly.
      • Go to All Programs|Accessories.
      • Right-click on 'Command prompt' and 'Run as administrator'.
      • Type regsvr32 vbscript.dll and press enter.
      • Type regsvr32 jscript.dll and press enter
  4. Re-run the installation. It should now proceed correctly.
  5. If you are running Windows 7, run the following commands:
    • 32-bit versions
      reg delete "HKCU\SOFTWARE\Classes\CLSID\{B54F3741-5B07-11CF-A4B0-00AA004A55E8}" /f
    • 64-bit versions
      reg delete "HKCU\Software\Classes\Wow6432Node\CLSID\{B54F3741-5B07-11cf-A4B0-00AA004A55E8}" /f

Note: There are occasionally two instances of the registry key that needed deleting. Running the reg delete command twice for your appropriate operating system should take care of situations where this happens.

Background information

SAU MSI log may show it failing to run some vbscript:

CustomActionSchedule(Action=AddCacheToContentIndexScopes,ActionType=1062,Source=dim objISAdmin, objCatAdm, folder, bIsRunning
On Error Resume Next
folder = Session.Property("CustomActionData")
set objISAdmin=CreateObject("Microsoft.ISAdm")
bIsRunning = objISAdmin.IsRunning
If (bIsRunning) Then objISAdmin.Stop()
set objCatAdm = objISAdmin.GetCatalogByName("System")
objCatAdm.AddScope folder, TRUE
If (bIsRunning) Then objISAdmin.Start()
set objCatAdm = Nothing
set obISAdmin = Nothing,,CustomActionData=C:\ProgramData\Sophos\AutoUpdate\Cache\)
DEBUG: Error 2738: Could not access VBScript runtime for custom action
MSI (c) (90:B4) [17:13:29:912]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg
Internal Error 2738.
MSI (s) (80:DC) [17:13:31:956]: Product: Sophos AutoUpdate -- Internal Error 2738.

Manually running some vbscript may work normally.
e.g.

WScript.Echo "script works"

Running process monitor you can see just before msiexec ends it check the above key, and never actually finds the real GUID with inprocserver to find the DLL "vbscript.dll"

 

 
If you need more information or guidance, then please contact technical support.

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