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I’m having trouble installing my modem


Try using our online device guide to troubleshoot any problems with mobile broadband. Just select your stick device and follow the instructions. Then you'll be connected to the internet in minutes!

Did you see any of these Windows errors?

Rolling back action

The issue is with Windows – contact Microsoft Ireland on 01 295 3826 or call your computer manufacturer.

You need administration rights

Check Start > Control Panel > Help > About Windows to see which service pack you’re running on your operating system.
This will be something like ‘Windows XP Service Pack 2’.
If you’re running

  • Windows XP Service Pack 1 or older
  • Windows 2000 Service Pack 3 or older

… then you must install a newer service pack.

If you have the correct service pack, you just need to enable administration rights. If you need help, contact Microsoft Ireland on 01 295 3826.

Error 2738. Could not access VBScript run time for custom action

You’ll need to run a check from Command Prompt. This isn’t as hard as it sounds! Just follow these steps:

  1. From the Start Menu go to All Programs then Accessories
  2. Right click on Command Prompt
  3. Select Run as Administrator
  4. This will open the Command Prompt – just type in the below commands

If you are using 32-bit version of Windows*:

  1. Type cd %windir%\\system32 and hit Enter
  2. Type regsvr32 vbscript.dll and hit Enter

If you are using 64-bit version of Windows*:

  1. Type cd %windir%\\syswow64 and hit Enter
  2. Type regsvr32 vbscript.dll and hit Enter

* To find out what version of Windows you’re running, right-click on My Computer and choose Properties

Is the modem inactive, but there’s no error message?

First try these steps:

  1. From your Start menu, choose Computer
  2. If you see an icon market ‘CD Drive: Vodafone’, double click it to start the installation
  3. If you’re on Windows Vista, click Allow on the message that says “An unidentified program is attempting to access your computer”

Still no luck? Read on.

Try using Safe Mode

In Windows, sometimes you can install the modem in ‘Safe Mode’.

  1. First shut down your computer, wait 60 seconds, then restart it while holding down the F8 key.
  2. A menu will appear. Select Safe Mode with Networking and press Enter.
  3. Continue to install your modem as normal and restart your computer again once the modem’s installed.

Did you unplug the modem improperly?

Many issues with the modem are caused by unplugging it before you shut down the modem software, or by unplugging it manually without using the Safely Remove Hardware icon (for PC) or ejecting it properly (for Mac).
To help avoid these issues, follow these steps:

  1. Check that the Vodafone Mobile Connect software has been shut down by clicking File in the top left of the software, then click Exit
  2. When prompted to close the software, click Yes
  3. You can then safely eject or remove the modem

Note: Shutting down your computer safely and then removing the modem should not cause an issue.

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