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Can't install Powerchute Personal Edition 3 - Error Code 2738

APC UPS for Home and Office Forum

Schneider Electric support forum for our APC offers including Home Office UPS, Surge Protectors, UTS, software and services and associated products designed to share knowledge, installation, and configuration.

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DavidMiller_apc
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Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 11/12/2010


When trying to upgrade from version 2.2 to version 3 I get the following error message "The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2738".

Running Windows 7 Home Edition 32 bit (upgraded from Vista).

I am told that the problem may be related to the Microsoft .NET Framework services, according to a .NET verification program I have the following versions installed:-
.NET 2 SP2
.NET 3.5 SP1

Powerchute Personal Edition 2.2 is running fine but I just wanted to access the new features of version 3.

Any suggestions?

Thanks, Dave


Accepted Solutions
Prova_apc
Crewman
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 12/22/2014


I solved the problem thanks to this thread. However, I want to share some notes about fixing it on Windows XP Home 32bit.

First, I didn't have that registry key, so I didn't need to remove anything.

Then, I attempted to registerVBScript. Since XP doesn't haveUAC and my account has administrator privileges, I thought that a normal console would work. But it didn't.

  • So I used runas to run regsvr32 as "Administrador" (it's the Spanish name of the admin account):

runas /noprofile /user:Administrador "regsvr32 vbscript.dll"

  • Alternatively, you can right-click a shortcut to the console, chose "Run as...", and choose the admin account.

Note the two methods above require the admin account to have a non empty password. But the admin account has no password by default. If your admin account has no password, you can:

  • Type control userpasswords2 in the console
  • Choose the admin account
  • Click "Reset password"
  • Type a new, non empty password

Then, VBScript was registered successfully. However, the installer still didn't work. But running it from the console which registered VBScript did the trick. Maybe a reboot would have worked too.

See Answer In Context

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34 Replies 34
BillP
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This reply was originally posted by fear on APC forums on 5/22/2011


Many thx JonPro, "regsvr32 vbscript.dll" worked on Windows XP SP3 🙂

DavidMiller_apc
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 11/20/2010


Running Norton 360 V4. Turning this off makes no difference, the Powerchute installation program still hangs at the directory selection point.

DavidMiller_apc
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1847

Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 11/12/2010


When trying to upgrade from version 2.2 to version 3 I get the following error message "The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2738".

Running Windows 7 Home Edition 32 bit (upgraded from Vista).

I am told that the problem may be related to the Microsoft .NET Framework services, according to a .NET verification program I have the following versions installed:-
.NET 2 SP2
.NET 3.5 SP1

Powerchute Personal Edition 2.2 is running fine but I just wanted to access the new features of version 3.

Any suggestions?

Thanks, Dave

BrianG_Simi_apc
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1847

Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 11/3/2011


dahrsoft wrote:
Hallelujah!

I had the same problem when installing the 3.0.0.1 update. I somehow managed installing the 3.0 version about a year ago (and I don't remember any problem), now, when the update came out, I was not able to update (error code 2738). I tried the hints with registering the vbscript.dll, but it did not work. So I uninstalled the APC PPE 3 completely, and then was not able to install any version (no possible to move through the Destination Folder screen).

Then I noticed a typo in the above listed hints - the reg delete command is missing a backslash after CLSID - should be:

*reg delete "HKCU\SOFTWARE\Classes\CLSID\\{B54F3741-5B07-11CF-A4B0-00AA004A55E8}" /f*

I deleted the appropriate registry manually and then ran:

*c:\windows\system32egsvr32 vbscript.dll*

Registration succeeded as usually, but now I CAN install APC PPE 3!

D.

Windows 7 32-bit Professional
Thanks! I'm using Win 7 64-bit pro - had to run the "reg delete" and didn't notice the missing slash until you pointed it out. Install just completed!

Spaldo_apc
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 9/29/2012


Hello,

I just wanted to say I finally found this thread after many goes at trying to Install Powerchute Personal Edition 3.

Firstly, thank you for getting me to work out how to install it...

I have a Back-UPS RS 1500 and am running Windows 7 64. Here is what I did:

Run CMD in Administrator mode, then paste this:

reg delete "HKCU\SOFTWARE\Classes\Wow6432Node\CLSID\{B54F3741-5B07-11CF-A4B0-00AA004A55E8}" /f

Then paste this:

c:\windows\syswow64egsvr32 vbscript.dll

Then reboot and try to install. It worked fine.

Hopefully this helps anyone else trying to install this software.

God knows why APC don't mention this prior to installing or even just fix the issue!

BillP
Administrator Administrator
Administrator
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1847

Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This reply was originally posted by Joseph on APC forums on 11/15/2011


The problem though- is that many if not most people who want to use APC's software are not going to be comfortable deleting items from the registry. I suggest again that APC prepare software that will do this for us- if the software installed with the program won't do it correctly.
Joe

BillP
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This reply was originally posted by Richard on APC forums on 10/12/2011


I'm having the same problem with my 32 bit Vista Pro. I have tried all the suggested solutions and none are working. I can only use v2.2 on Vista will not take version 3.0 gets stuck at the next prompt to create directory. This the only program on this OS that I have experienced that refuses to install.

I have tried:
Turing off all antivirus, anti malware etc programs.
Registering the dll...its says successful, reboot same problem.
Looking for the key to delete...response ..key does not exist in the registry.
Creating a new user with admin priv also to see if that works...no success.
Cleaning the registry with UniBlue Registry Cleaner.
Going in to the registry and verifying that no APC keys exist in the registry.
Running the program as Admin when installing.
Running the program as Win XP comp mode.
I have all the Microsoft Net software installed and have verified that they installed.

I have installed Ver 3.0 successfully on two separate drives that have Win XP Pro and Windows 7 32 bit OS's without a problem.

Richard

BillP
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This reply was originally posted by Angela on APC forums on 10/12/2011


i read all of the items you checked but just incase, did you do every single step and check the microsoft link on APC's kbase?

http://nam-en.apc.com/app/answers/detail/a_id/11205

this is the only fix i am aware of but just wanted to make sure you definitely checked all of the specific points in the kbase and take a look at the microsoft article.

also - its definitely 2738, right? some others have seen *2753* which i know i looked quick and thought it was the same - i was googling here and saw this one day -> http://msdn.microsoft.com/en-us/library/windows/desktop/aa372835%28v=vs.85%29.aspx

BillP
Administrator Administrator
Administrator
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This reply was originally posted by Richard on APC forums on 10/14/2011


Here you go...

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Windows\system32>reg delete "HKCU\SOFTWARE\Classes\CLSID{B54F3741-5B07-11CF-A
4B0-00AA004A55E8}" /f
ERROR: The system was unable to find the specified registry key or value.

C:\Windows\system32>

There are no keys to delete in the HKCU registry. So that's not the issue it seems.

Also I tried this fix:
http://blogs.technet.com/b/fixit4me/archive/2009/03/31/error-code-2738-when-running-a-microsoft-fix-...

And this:
http://www.instant-registry-fixes.org/how-to-resolve-error-2738/

I am having this problem with Skype software as well. I get the Error 2738 when trying to install the plug-ins for Skype. This is not an issue as the software installs and runs normally anyway. Both of the dll's register without a problem, but its still does not correct the problem. I goggled 2738 all over and the solution is the same. Delete the keys and then register and reboot.

Update: It seems that this is a problem with Vista due to it's design security. These keys should be under HKLM, not under HKCU. It appears that the command to create the keys for vbscript.dll fails to create these same keys under HKLM, that is why you don't resolve this problem in all cases.

BillP
Administrator Administrator
Administrator
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This reply was originally posted by Joseph on APC forums on 10/22/2011


I had a similar installation problem- the old version did not property unistall. I spent a lot of time on the phone with an APC tech who guided me through the process of deleting lines in the registry- something I was NOT happy doing- but it did work- however, now, everytime I reboot to install MS updates, the APC program fails to launch- but if I boot again, it will.

I suggested to the tech that APC should release a program specifically to really clean out the registry. Other software firms do this when their uninstall program fails.

I'm using Vista- I notice somebody else mentioned a special problem with Vista.

I really like APC's units, but I'm now wary of their software.
Joe

dahrsoft_apc
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 10/30/2011


Hallelujah!

I had the same problem when installing the 3.0.0.1 update. I somehow managed installing the 3.0 version about a year ago (and I don't remember any problem), now, when the update came out, I was not able to update (error code 2738). I tried the hints with registering the vbscript.dll, but it did not work. So I uninstalled the APC PPE 3 completely, and then was not able to install any version (no possible to move through the Destination Folder screen).

Then I noticed a typo in the above listed hints - the reg delete command is missing a backslash after CLSID - should be:

*reg delete "HKCU\SOFTWARE\Classes\CLSID\\{B54F3741-5B07-11CF-A4B0-00AA004A55E8}" /f*

I deleted the appropriate registry manually and then ran:

*c:\windows\system32egsvr32 vbscript.dll*

Registration succeeded as usually, but now I CAN install APC PPE 3!

D.

Windows 7 32-bit Professional

BillP
Administrator Administrator
Administrator
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This reply was originally posted by Jonathan on APC forums on 10/31/2011


Thanks for letting us know about it David, we have updated the KBase already.

DavidMiller_apc
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 11/17/2010


Thanks for the tips but unfortunately for me they don't solve the issue described.

I also tried to uninstall version 2.2 with the intent of doing a clean install of version 3 but get the same 2738 error, leaving me with version 2.2 on the PC. Interestingly I can install version 2.2 with no problems.

Has anybody else had problems with this error?

BillP
Administrator Administrator
Administrator
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This reply was originally posted by Angela on APC forums on 11/15/2010


personally, i have never seen this issue. but if it were me, and you have verified your .NET framework is present, i may try to uninstall 2.2 and do a clean install of 3.0. i cannot guarantee thats the solution but what i would try if it were me. we can always get you 2.2 if for some reason that does not work. [click here for 2.2 download|http://www.apc.com/tools/download/software_comp.cfm?sw_sku=SFPCPE22&id=129&family=&part_num=&swfam=1...]

not sure if anyone else here has any ideas?

[i found this link|http://discussions.apple.com/thread.jspa?messageID=3098435&] but just a disclaimer to not try any of that mentioned on that link if you arent comfortable doing so. [here is some more info|http://blogs.msdn.com/b/charlie/archive/2007/05/01/may-ctp-install-problems-on-vista-vb-script-error...] but again, please review at your own risk.

DavidMiller_apc
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 11/18/2010


Thanks Rob for the tips which I followed .

Now when I try to install version 3 I get as far as the default directory for installation, however when I click on next nothing happens. Just to be sure that the PC is not doing something in the background I have left it and return 30 mins later but I still have the dialogue box with the default directory displayed.

I also no longer get the upgrade option (which seems right to me).

Can you confirm which version of .NET the installer is expecting to see?

The PC is running Windows 7 Home Edition

Many Thanks

DavidMiller_apc
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 11/18/2010


Microsoft .NET Framework 3.5.1 (and all subfolders) installed and turned on.

DavidMiller_apc
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 11/21/2010


Have now removed all versions of .NET Frameworks except V2 SP2 and V3.5.1 (with Windows 7) but still no joy!!

Looks like its version 2.2 for me or nothing or am I missing something obvious?

tcapc_apc
Crewman
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 11/21/2010


I'm having the same problem with the install program hanging at the directory selection step. Windows XP. Will post back if I can find an answer...

Can not get PowerChute 3.0 to install on Windows Vista x86 - it hangs at the "select directory" screen, you can pick "next" but it doesn't move on from there. Have tried install with AV and firewall off (Norton). I am on the administrator account. At one point, it was actually creating directories.

When the UPS was plugged in, Windows installed drivers for "APC Battery BackUP"/Version 1.0 under Computer+Bateries and "American Power Conversion USB UPS" / Version 6.1.6002.18005 under Computer+Human Interface Devices. Have tried to install PowerChute with these drivers installed and enable and with these drivers uninstalled. PowerChute install fails either way.

Message was edited by: clarkson

tcapc_apc
Crewman
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 11/25/2010


Powerchute Personal Edition 3 was not an upgrade install. There was no uninstall to perform. I don't leave much hanging when I log off this PC, so the auto shutdown feature isn't that important to me.

dzthings_apc
Crewman
Crewman
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 12/18/2010


I too am stuck at the install screen. Pressing Next does nothing. Is there an answer to this? I'm on Windows 7 Ultimate 64 bit.

tcapc_apc
Crewman
Crewman
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 12/19/2010


dz - prolly not - lol. it's apc ware.

even if it did install, it probably wouldn't work - not trying to be smart or anything. been this way since 95'/NT and serial ports. works or it doesn't.

bugmenot20080812_apc
Lieutenant JG
Lieutenant JG
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 12/21/2010


I have the same issue as well. I cannot proceed with installation after the choose installation screen. Anyone find the solution?

MDRM_apc
Cadet
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 12/23/2011


Thanks for pointing this out. I fall into that category of not feeling comfortable making registry changes. I have not been able to install my UPS to a 64-bit Windows 7 system.
I suppose it will not get installed until APC makes updates so the software will take care of this problem. Thanks to this forum, at least I know what the real issue is.

DavidMiller_apc
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 12/21/2010


Rob

Info as requested:

Windows 7 32bit Home Edition (upgraded from Vista)

.NET Framework 2.0 SP2
.NET Framework 3.0 SP2
.NET Framework 3.5 SP1
.NET Framework 4 Client

All validated by .NET Framework Setup Verification Utility

UPS is BE550G (ES 550)

Hope this helps?

Regards, Dave

tcapc_apc
Crewman
Crewman
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 12/22/2010


OK.

Windows Vista Home Premium - SP2.

Microsoft .NET Framework 1.1
Microsoft .NET Framework 3.5 SP1
Microsoft .NET Framework 4 Client Profile

Also, ran some tool from the Microsoft website to verify .Net installs.

UPS BN1250G

Just curious - are there any windows/networking/etc. features that would need to be be turned on for the install to complete? Shot in the dark - not wanting to try all the permutations...

Message was edited by: tcapc

BillP
Administrator Administrator
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This reply was originally posted by Jonathan on APC forums on 12/22/2010


Please try the following steps:

* Open a command prompt and make sure that you use/select "Run as Administrator".
* Once you have a command prompt window open change the directory to C:\Windows\System32.
* Type regsvr32 vbscript.dll and hit enter
* A message box would appear that would tell you that the DLL has been registered.
* Run the installer again.
Let me know what comes up.

tcapc_apc
Crewman
Crewman
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 12/22/2010


This seems to have worked for Windows Vista user. (Install completed anyway!)

Make sure that you run the command prompt as administrator - oddly enough, you can be on a Administrator account, but the command prompt won't be run with high enough privilages to complete the .dll registration.

If you're slow like me - there is some info here on the command prompt:

http://www.mydigitallife.info/2007/02/17/how-to-open-elevated-command-prompt-with-administrator-priv...

Heh, heh, heh. The software opens and is showing me the status of the UPS. Now, to test the shutdown feature!

:) 🙂 🙂

Message was edited by: tcapc

Message was edited by: tcapc

DavidMiller_apc
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 12/22/2010


Didn't work for me using Windows 7 Home Edition, installation still hangs at the directory selection point.

DavidMiller_apc
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 12/22/2010


Success at last!!

APC technical support suggested the following which has worked for me (Windows 7 32-bit Home Edition).

For a 32-bit operating system

Open a command line window as Administrator, by clicking Start, typing cmd in the search box, then right-clicking on the cmd.exe program and choosing Run as Administrator. Next paste the following in the command line and hit enter.

reg delete "HKCU\SOFTWARE\Classes\CLSID\{B54F3741-5B07-11CF-A4B0-00AA004A55E8}" /f

That previous command removes the incorrect entry for VBScript support on 32-bit Windows 7. Next you need to make sure VBScript is properly registered by typing:

c:\windows\system32egsvr32 vbscript.dll

For a 64-bit operating system

Open a command line window as Administrator, which requires clicking Start typing cmd in the search box, then right-clicking
on the cmd.exe program and choosing Run as Administrator. Next paste the following in the command line and hit enter.

reg delete "HKCU\SOFTWARE\Classes\Wow6432Node\CLSID\{B54F3741-5B07-11CF-A4B0-00AA004A55E8}" /f

That previous command removes the incorrect entry for VBScript support on 64-bit Windows 7. Next you need to make sure VBScript is properly registered by typing:

c:\windows\syswow64egsvr32 vbscript.dll

More details can be found at http://www.jakeludington.com/windows_7/20091115_error_2738_could_not_access_vbscript_run_time_for_cu...

Hope this helps the many frustrated APC users out there?

Regards, Dave

BillP
Administrator Administrator
Administrator
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This reply was originally posted by Aeron on APC forums on 9/22/2011


I tried this thing but it did'nt work, what i did is i tried to create another profile on my computer and log-in on that new account and try to install the pcpe and it did work fine..

Something is blocking the installation on my original profile....

criceto2_apc
Cadet
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 1/28/2011


Trying to upgrade my Powerchute Personal edition v2.2 to 3.0 but invane.

I've tried all solutions against code 2738 (I had it) and "Next" button during installation that does nothing after choosing destination folder... (I had also this problem) and also I had problem about USB connection recognition...
vbscript, uninstalled 2.2, went to registry, kicked all APC items ... and so on...


Back-UPS CS BK500-IT
Windows 7 Home Premium 32 bit

any help or advise?

Regards
Rob

BillP
Administrator Administrator
Administrator
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This reply was originally posted by Jonathan on APC forums on 1/28/2011


Hi Rob,

I assumed that you have already tried restarting the PC. Have you also used a registry cleaner i.e. CCleaner?

criceto2_apc
Cadet
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 1/29/2011


Yes, several PC restarts (after procedures) and manual registry cleaning + CCleaner too but invane.
Now I am running again with Powerchute v2.2....

Prova_apc
Crewman
Crewman
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Re: Can't install Powerchute Personal Edition 3 - Error Code 2738

This was originally posted on APC forums on 12/22/2014


I solved the problem thanks to this thread. However, I want to share some notes about fixing it on Windows XP Home 32bit.

First, I didn't have that registry key, so I didn't need to remove anything.

Then, I attempted to registerVBScript. Since XP doesn't haveUAC and my account has administrator privileges, I thought that a normal console would work. But it didn't.

  • So I used runas to run regsvr32 as "Administrador" (it's the Spanish name of the admin account):

runas /noprofile /user:Administrador "regsvr32 vbscript.dll"

  • Alternatively, you can right-click a shortcut to the console, chose "Run as...", and choose the admin account.

Note the two methods above require the admin account to have a non empty password. But the admin account has no password by default. If your admin account has no password, you can:

  • Type control userpasswords2 in the console
  • Choose the admin account
  • Click "Reset password"
  • Type a new, non empty password

Then, VBScript was registered successfully. However, the installer still didn't work. But running it from the console which registered VBScript did the trick. Maybe a reboot would have worked too.

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