SourceTree fails to start or to install - how do I remove it completely to start fresh?

Question

I am having the same issue as many others in this community in which both the SourceTree application and then the installer for a newer version crash on my Windows 7 system with a KernelBase issue.  I have tried pretty much all of the solutions that I've seen here in the community forum, with no luck whatsoever.  User.config wasn't corrupted, removing temp files did no good, etc.

I want to remove every trace of the application from the system so that I can start fresh.  Aside from removing the Atlassian, SourceTree, SourceTree-Settings and SquirrelTemp directories, what else has to go?  Every registry setting that has SourceTree in it?

I'm completely dead in the water here, and would very much appreciate a solution.

Mary Regalbuto · Answer

I am running SourceTreeSetup-2.4.7.0.exe to install. When I run it, the splash screen comes up for a while and then disappears. What follows is the content of three of the Event Log messages that appeared when it failed. There were six messages in all, but second three appear to be duplicates of the first three. I'm also appending the contents of the one dump file that's mentioned in the error messages, C:\Users\XXXX\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_SourceTree.exe_5ee821e8c887d2b0b8d952215948bbdfbf4c18b5_0fa275d6 Event log error message 1 ========================= Log Name: Application Source: .NET Runtime Date: 2/7/2018 2:21:46 PM Event ID: 1026 Task Category: None Level: Error Keywords: Classic User: N/A Computer: XXXXXXXXXXXXXX Description: Application: SourceTree.exe Framework Version: v4.0.30319 Description: The process was terminated due to an unhandled exception. Exception Info: System.Management.ManagementException at System.Management.ThreadDispatch.Start() at System.Management.ManagementScope.Initialize() at System.Management.ManagementObjectSearcher.Initialize() at System.Management.ManagementObjectSearcher.Get() at SourceTree.Utils.WindowsOSHelper.GetWindowsVersion() at SourceTree.App..ctor() at SourceTree.App.Main() Event Xml: 1026 2 0 0x80000000000000 10227979 Application XXXXXXXXXXXXXX Application: SourceTree.exe Framework Version: v4.0.30319 Description: The process was terminated due to an unhandled exception. Exception Info: System.Management.ManagementException at System.Management.ThreadDispatch.Start() at System.Management.ManagementScope.Initialize() at System.Management.ManagementObjectSearcher.Initialize() at System.Management.ManagementObjectSearcher.Get() at SourceTree.Utils.WindowsOSHelper.GetWindowsVersion() at SourceTree.App..ctor() at SourceTree.App.Main() Event log error message 2 ========================= Log Name: Application Source: Application Error Date: 2/7/2018 2:21:47 PM Event ID: 1000 Task Category: (100) Level: Error Keywords: Classic User: N/A Computer: XXXXXXXXXXXXXX Description: Faulting application name: SourceTree.exe, version: 2.4.7.0, time stamp: 0x5a3a5345 Faulting module name: KERNELBASE.dll, version: 6.1.7601.23915, time stamp: 0x59b94f2a Exception code: 0xe0434352 Fault offset: 0x000000000001a06d Faulting process id: 0x4164 Faulting application start time: 0x01d3a048dfc3d8b6 Faulting application path: C:\Users\XXXX\AppData\Local\SourceTree\app-2.4.7\SourceTree.exe Faulting module path: C:\Windows\system32\KERNELBASE.dll Report Id: 2325a641-0c3c-11e8-8163-104a7da009ff Event Xml: 1000 2 100 0x80000000000000 10227980 Application XXXXXXXXXXXXXX/Computer> SourceTree.exe 2.4.7.0 5a3a5345 KERNELBASE.dll 6.1.7601.23915 59b94f2a e0434352 000000000001a06d 4164 01d3a048dfc3d8b6 C:\Users\XXXX\AppData\Local\SourceTree\app-2.4.7\SourceTree.exe C:\Windows\system32\KERNELBASE.dll 2325a641-0c3c-11e8-8163-104a7da009ff Event log information message 1 =============================== Log Name: Application Source: Windows Error Reporting Date: 2/7/2018 2:21:49 PM Event ID: 1001 Task Category: None Level: Information Keywords: Classic User: N/A Computer: XXXXXXXXXXXXXX Description: Fault bucket 66701552, type 342446129 Event Name: CLR20r3 Response: Not available Cab Id: 0 Problem signature: P1: SourceTree.exe P2: 2.4.7.0 P3: 5a3a5345 P4: System.Management P5: 4.7.2114.0 P6: 59a63a11 P7: 8c P8: 3f P9: System.Management.Management P10: Attached files: C:\Users\XXXX\AppData\Local\Temp\WER6F70.tmp.WERInternalMetadata.xml These files may be available here: C:\Users\XXXX\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_SourceTree.exe_5ee821e8c887d2b0b8d952215948bbdfbf4c18b5_0fa275d6 Analysis symbol: Rechecking for solution: 0 Report Id: 2325a641-0c3c-11e8-8163-104a7da009ff Report Status: 0 Event Xml: 1001 4 0 0x80000000000000 10227981 Application XXXXXXXXXXXXXX 66701552 342446129 CLR20r3 Not available 0 SourceTree.exe 2.4.7.0 5a3a5345 System.Management 4.7.2114.0 59a63a11 8c 3f System.Management.Management C:\Users\XXXX\AppData\Local\Temp\WER6F70.tmp.WERInternalMetadata.xml C:\Users\XXXX\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_SourceTree.exe_5ee821e8c887d2b0b8d952215948bbdfbf4c18b5_0fa275d6 0 2325a641-0c3c-11e8-8163-104a7da009ff 0 C:\Users\XXXX\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_SourceTree.exe_5ee821e8c887d2b0b8d952215948bbdfbf4c18b5_0fa275d6 ====================================================== Version=1 EventType=CLR20r3 EventTime=131625049074691047 ReportType=2 Consent=1 UploadTime=131625049075890999 ReportIdentifier=2325a642-0c3c-11e8-8163-104a7da009ff IntegratorReportIdentifier=2325a641-0c3c-11e8-8163-104a7da009ff Response.BucketId=66701552 Response.BucketTable=342446129 Response.type=4 Sig[0].Name=Problem Signature 01 Sig[0].Value=SourceTree.exe Sig[1].Name=Problem Signature 02 Sig[1].Value=2.4.7.0 Sig[2].Name=Problem Signature 03 Sig[2].Value=5a3a5345 Sig[3].Name=Problem Signature 04 Sig[3].Value=System.Management Sig[4].Name=Problem Signature 05 Sig[4].Value=4.7.2114.0 Sig[5].Name=Problem Signature 06 Sig[5].Value=59a63a11 Sig[6].Name=Problem Signature 07 Sig[6].Value=8c Sig[7].Name=Problem Signature 08 Sig[7].Value=3f Sig[8].Name=Problem Signature 09 Sig[8].Value=System.Management.Management DynamicSig[1].Name=OS Version DynamicSig[1].Value=6.1.7601.2.1.0.256.4 DynamicSig[2].Name=Locale ID DynamicSig[2].Value=1033 DynamicSig[22].Name=Additional Information 1 DynamicSig[22].Value=fabf DynamicSig[23].Name=Additional Information 2 DynamicSig[23].Value=fabf1ac4e4f731d7fa1e55f2835fc488 DynamicSig[24].Name=Additional Information 3 DynamicSig[24].Value=4187 DynamicSig[25].Name=Additional Information 4 DynamicSig[25].Value=4187acaeb989e541e6f47f4d443b0d13 UI[2]=C:\Users\XXXX\AppData\Local\SourceTree\app-2.4.7\SourceTree.exe UI[3]=Sourcetree has stopped working UI[4]=Windows can check online for a solution to the problem. UI[5]=Check online for a solution and close the program UI[6]=Check online for a solution later and close the program UI[7]=Close the program LoadedModule[0]=C:\Users\XXXX\AppData\Local\SourceTree\app-2.4.7\SourceTree.exe LoadedModule[1]=C:\Windows\SYSTEM32 tdll.dll LoadedModule[2]=C:\Windows\SYSTEM32\MSCOREE.DLL LoadedModule[3]=C:\Windows\system32\KERNEL32.dll LoadedModule[4]=C:\Windows\system32\KERNELBASE.dll LoadedModule[5]=C:\Windows\system32\ADVAPI32.dll LoadedModule[6]=C:\Windows\system32\msvcrt.dll LoadedModule[7]=C:\Windows\SYSTEM32\sechost.dll LoadedModule[8]=C:\Windows\system32\RPCRT4.dll LoadedModule[9]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\mscoreei.dll LoadedModule[10]=C:\Windows\system32\SHLWAPI.dll LoadedModule[11]=C:\Windows\system32\GDI32.dll LoadedModule[12]=C:\Windows\system32\USER32.dll LoadedModule[13]=C:\Windows\system32\LPK.dll LoadedModule[14]=C:\Windows\system32\USP10.dll LoadedModule[15]=C:\Windows\system32\IMM32.DLL LoadedModule[16]=C:\Windows\system32\MSCTF.dll LoadedModule[17]=C:\Windows\system32 vinitx.dll LoadedModule[18]=C:\Windows\system32\VERSION.dll LoadedModule[19]=C:\Program Files\NVIDIA Corporation\CoProcManager\detoured.dll LoadedModule[20]=C:\Program Files\NVIDIA Corporation\CoProcManager vd3d9wrapx.dll LoadedModule[21]=C:\Windows\system32\SETUPAPI.dll LoadedModule[22]=C:\Windows\system32\CFGMGR32.dll LoadedModule[23]=C:\Windows\system32\OLEAUT32.dll LoadedModule[24]=C:\Windows\system32\ole32.dll LoadedModule[25]=C:\Windows\system32\DEVOBJ.dll LoadedModule[26]=C:\Program Files\NVIDIA Corporation\CoProcManager vdxgiwrapx.dll LoadedModule[27]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clr.dll LoadedModule[28]=C:\Windows\system32\MSVCR120_CLR0400.dll LoadedModule[29]=C:\Windows\assembly\NativeImages_v4.0.30319_64\mscorlib\01f72c20ca7ef7505aa3e474eb475713\mscorlib.ni.dll LoadedModule[30]=C:\Windows\system32\CRYPTBASE.dll LoadedModule[31]=C:\Windows\system32\uxtheme.dll LoadedModule[32]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System\1a573242794478039982639f70fbb5f8\System.ni.dll LoadedModule[33]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Core\f9fd405f39e3029e863b939c936cc012\System.Core.ni.dll LoadedModule[34]=C:\Windows\assembly\NativeImages_v4.0.30319_64\WindowsBase\4b7e9070c7427b922f321bb75bffbc16\WindowsBase.ni.dll LoadedModule[35]=C:\Windows\system32\CRYPTSP.dll LoadedModule[36]=C:\Windows\system32 saenh.dll LoadedModule[37]=C:\Windows\assembly\NativeImages_v4.0.30319_64\PresentationCore\a3734d1e856b24c4ea1d2c99b07bb687\PresentationCore.ni.dll LoadedModule[38]=C:\Windows\assembly\NativeImages_v4.0.30319_64\Presentatio5ae0f00f#\51337cad77da1f6bc3536095d41e6ce5\PresentationFramework.ni.dll LoadedModule[39]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Xaml\690d7455591d62848dd267673104c9b7\System.Xaml.ni.dll LoadedModule[40]=C:\Windows\system32\dwrite.dll LoadedModule[41]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\WPF\wpfgfx_v0400.dll LoadedModule[42]=C:\Windows\system32\MSVCP120_CLR0400.dll LoadedModule[43]=C:\Windows\system32\D3DCOMPILER_47.dll LoadedModule[44]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\WPF\PresentationNative_v0400.dll LoadedModule[45]=C:\Windows\system32\api-ms-win-core-xstate-l2-1-0.dll LoadedModule[46]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\clrjit.dll LoadedModule[47]=C:\Windows\system32\RpcRtRemote.dll LoadedModule[48]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Configuration\4e1585131e65d8789998df06b8546b55\System.Configuration.ni.dll LoadedModule[49]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Xml\ad37b4f934bb0b5ffe41ef35ea98dc23\System.Xml.ni.dll LoadedModule[50]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319 lssorting.dll LoadedModule[51]=C:\Windows\system32\shell32.dll LoadedModule[52]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Compba577418#\5f6e00609b02fd301e69fc8db6fcccca\System.ComponentModel.Composition.ni.dll LoadedModule[53]=C:\Windows\system32\urlmon.dll LoadedModule[54]=C:\Windows\system32\api-ms-win-downlevel-ole32-l1-1-0.dll LoadedModule[55]=C:\Windows\system32\api-ms-win-downlevel-shlwapi-l1-1-0.dll LoadedModule[56]=C:\Windows\system32\api-ms-win-downlevel-advapi32-l1-1-0.dll LoadedModule[57]=C:\Windows\system32\api-ms-win-downlevel-user32-l1-1-0.dll LoadedModule[58]=C:\Windows\system32\api-ms-win-downlevel-version-l1-1-0.dll LoadedModule[59]=C:\Windows\system32\api-ms-win-downlevel-normaliz-l1-1-0.dll LoadedModule[60]=C:\Windows\system32 ormaliz.DLL LoadedModule[61]=C:\Windows\system32\iertutil.dll LoadedModule[62]=C:\Windows\system32\WININET.dll LoadedModule[63]=C:\Windows\system32\USERENV.dll LoadedModule[64]=C:\Windows\system32\profapi.dll LoadedModule[65]=C:\Windows\system32\Secur32.dll LoadedModule[66]=C:\Windows\system32\SSPICLI.DLL LoadedModule[67]=C:\Windows\system32\api-ms-win-downlevel-advapi32-l2-1-0.dll LoadedModule[68]=C:\Windows\system32\WINTRUST.dll LoadedModule[69]=C:\Windows\system32\CRYPT32.dll LoadedModule[70]=C:\Windows\system32\MSASN1.dll LoadedModule[71]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\mscorsecimpl.dll LoadedModule[72]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_5.82.7601.18837_none_a4d981ff711297b6\COMCTL32.dll LoadedModule[73]=C:\Windows\system32\imagehlp.dll LoadedModule[74]=C:\Windows\system32 crypt.dll LoadedModule[75]=C:\Windows\system32\bcrypt.dll LoadedModule[76]=C:\Windows\system32\bcryptprimitives.dll LoadedModule[77]=C:\Windows\system32\GPAPI.dll LoadedModule[78]=C:\Windows\system32\cryptnet.dll LoadedModule[79]=C:\Windows\system32\WLDAP32.dll LoadedModule[80]=C:\Windows\system32\SensApi.dll 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AppPath=C:\Users\XXXX\AppData\Local\SourceTree\app-2.4.7\SourceTree.exe

Ana Retamal · Answer

Hi Mary, can you paste here the error message you're getting? Can you also let us know which Sourcetree version are you trying to install?

Best regards,

Ana

Mary Regalbuto · Answer

I did that, and the install fails with the same error.  Clearly there is some other factor at play here.  Until I can install again, I can't use SourceTree.