Unable to Install PGP Desktop 9.12 on Windows 7

Article:TECH149677  |  Created: 2009-12-31  |  Updated: 2012-04-27  |  Article URL http://www.symantec.com/docs/TECH149677
Article Type
Technical Solution


After upgrading your operating system to Windows 7 and then attempting to install PGP Desktop 9.12, you receive the error:

Error in custom action. The library C:\Windows\B65463213GHUSP1613132AD7NJ5\WiseCustomCalla2.dll is invalid or could not be found.



This may be resolved by deleting the PGP preference files and then performing a clean installation of PGP Desktop. In some cases the remaining PGP preference files can be corrupted and cause an issue with a new installation after upgrading the operating system.

Use the following steps to perform a clean installation of PGP Desktop.


  1. Uninstall any previous versions of PGP Desktop on the system.
  2. Reboot the system.
  3. Browse to the %appdata% folder:

    Windows XP: C:\Documents and Settings\%username%\Application Data

    Windows 7: C:\Users\%username%\AppData\Roaming

  4. Delete the PGP Corporation folder.
  5. Install PGP Desktop using the installer for your version of Windows (32 or 64-bit).
  6. Reboot the system when prompted.

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Article URL http://www.symantec.com/docs/TECH149677

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