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SourceTree crashes on startup after 1.9 -> 2.0 popup; 2.0 won't install successfully

I was using SourceTree 1.9.13.7 without incident, then one day I got a pop up informing me that 1.9 would no longer be receiving updates and asking me to go to the download page for 2.0. I clicked "don't remind me about this again" and then it crashed SourceTree. Attempting to reopen resulted in failure; I went into the userconfig file and altered it so I'd get the pop-up again and I could get that far, but no option would allow me to open SourceTree.

I tried uninstalling and reinstalling 1.9.13.7, but the same issue occurred. I completely removed my userconfig file, but no change.

 

I gave up and went to SourceTree 2.x.... but now it fails to install.

 

Any ideas on what to check for either?

 

Using Win7 Enterprise 64bit.

1 answer

0 votes
Ana Retamal Atlassian Team Jun 23, 2017

Hi Evan, can you try the following steps:

  1. Uninstall SourceTree (if it shows on the App&Features list)
  2. Backup then delete the directory below before proceeding with next step
    • Navigate to C:\Users\<UserName>\AppData\Local and delete SourceTree & SourceTree-Settings folder
    • Navigate to C:\Users\<UserName>\AppData\Local\Atlassian and delete all SourceTree Files/Folder.
  3. Download SourceTree from www.sourcetreeapp.com
  4. Install SourceTree with admin rights

If SourceTree is still not working propoerly, please send us the log located at C:\Users\<username>\AppData\Local\Atlassian\SourceTree\sourcetree.log

Regards,

Ana

Still no dice! :(

 

Log:

 

2017-06-21 23:39:39> Program: Starting Squirrel Updater: --install .
2017-06-21 23:39:39> Program: Starting install, writing to C:\Users\downinge1\AppData\Local\SquirrelTemp
2017-06-21 23:39:39> Program: About to install to: C:\Users\downinge1\AppData\Local\SourceTree
2017-06-21 23:39:39> CheckForUpdateImpl: Couldn't write out staging user ID, this user probably shouldn't get beta anything: System.IO.DirectoryNotFoundException: Could not find a part of the path 'C:\Users\downinge1\AppData\Local\SourceTree\packages\.betaId'.
at System.IO.__Error.WinIOError(Int32 errorCode, String maybeFullPath)
at System.IO.FileStream.Init(String path, FileMode mode, FileAccess access, Int32 rights, Boolean useRights, FileShare share, Int32 bufferSize, FileOptions options, SECURITY_ATTRIBUTES secAttrs, String msgPath, Boolean bFromProxy, Boolean useLongPath, Boolean checkHost)
at System.IO.FileStream..ctor(String path, FileMode mode, FileAccess access, FileShare share, Int32 bufferSize, FileOptions options, String msgPath, Boolean bFromProxy, Boolean useLongPath, Boolean checkHost)
at System.IO.StreamWriter.CreateFile(String path, Boolean append, Boolean checkHost)
at System.IO.StreamWriter..ctor(String path, Boolean append, Encoding encoding, Int32 bufferSize, Boolean checkHost)
at System.IO.File.InternalWriteAllText(String path, String contents, Encoding encoding, Boolean checkHost)
at System.IO.File.WriteAllText(String path, String contents, Encoding encoding)
at Squirrel.UpdateManager.CheckForUpdateImpl.getOrCreateStagedUserId()
2017-06-21 23:39:39> CheckForUpdateImpl: Failed to load local releases, starting from scratch: System.IO.DirectoryNotFoundException: Could not find a part of the path 'C:\Users\downinge1\AppData\Local\SourceTree\packages\RELEASES'.
at System.IO.__Error.WinIOError(Int32 errorCode, String maybeFullPath)
at System.IO.FileStream.Init(String path, FileMode mode, FileAccess access, Int32 rights, Boolean useRights, FileShare share, Int32 bufferSize, FileOptions options, SECURITY_ATTRIBUTES secAttrs, String msgPath, Boolean bFromProxy, Boolean useLongPath, Boolean checkHost)
at System.IO.FileStream..ctor(String path, FileMode mode, FileAccess access, FileShare share)
at Squirrel.Utility.LoadLocalReleases(String localReleaseFile)
at Squirrel.UpdateManager.CheckForUpdateImpl.<CheckForUpdate>d__2.MoveNext()
2017-06-21 23:39:39> CheckForUpdateImpl: Reading RELEASES file from C:\Users\downinge1\AppData\Local\SquirrelTemp
2017-06-21 23:39:39> CheckForUpdateImpl: First run or local directory is corrupt, starting from scratch
2017-06-21 23:39:39> ApplyReleasesImpl: Writing files to app directory: C:\Users\downinge1\AppData\Local\SourceTree\app-2.1.2.5
2017-06-21 23:39:41> ApplyReleasesImpl: Squirrel Enabled Apps: []
2017-06-21 23:39:41> ApplyReleasesImpl: No apps are marked as Squirrel-aware! Going to run them all
2017-06-21 23:39:41> ApplyReleasesImpl: About to create shortcuts for SourceTree.exe, rootAppDir C:\Users\downinge1\AppData\Local\SourceTree
2017-06-21 23:39:41> ApplyReleasesImpl: Creating shortcut for SourceTree.exe => C:\Users\downinge1\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Atlassian\SourceTree.lnk
2017-06-21 23:39:41> ApplyReleasesImpl: About to save shortcut: C:\Users\downinge1\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Atlassian\SourceTree.lnk (target C:\Users\downinge1\AppData\Local\SourceTree\Update.exe, workingDir C:\Users\downinge1\AppData\Local\SourceTree\app-2.1.2.5, args --processStart "SourceTree.exe")
2017-06-21 23:39:41> ApplyReleasesImpl: Creating shortcut for SourceTree.exe => C:\Users\downinge1\Desktop\SourceTree.lnk
2017-06-21 23:39:41> ApplyReleasesImpl: About to save shortcut: C:\Users\downinge1\Desktop\SourceTree.lnk (target C:\Users\downinge1\AppData\Local\SourceTree\Update.exe, workingDir C:\Users\downinge1\AppData\Local\SourceTree\app-2.1.2.5, args --processStart "SourceTree.exe")
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Google Chrome (2).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Google Chrome.lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Internet Explorer (2).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Internet Explorer (3).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Internet Explorer (4).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Internet Explorer.lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Tiled2Unity.lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Explorer (2).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Explorer (3).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Explorer (4).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Explorer (5).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Explorer.lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Media Player (2).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Media Player (3).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Media Player.lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Starting fixPinnedExecutables
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Google Chrome (2).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Google Chrome.lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Internet Explorer (2).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Internet Explorer (3).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Internet Explorer (4).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Internet Explorer.lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Tiled2Unity.lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Explorer (2).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Explorer (3).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Explorer (4).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Explorer (5).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Explorer.lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Media Player (2).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Media Player (3).lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Examining Pin: Windows Media Player.lnk
2017-06-21 23:39:41> ApplyReleasesImpl: Fixing up tray icons
2017-06-21 23:39:41> ApplyReleasesImpl: cleanDeadVersions: for version 2.1.2.5
2017-06-21 23:39:41> ApplyReleasesImpl: cleanDeadVersions: exclude folder app-2.1.2.5

Ana Retamal Atlassian Team Jun 27, 2017

Hi Evan! That's a Squirrel installer error rather than a SourceTree error itself. Looking at the log it looks like it's been installed, can you check in %localappdata%\SourceTree\app-{version} ?

We had a user with a similar issue and he said that uninstalling .Net framework 4.6.2, and then installing .Net framework 4.7 worked for him. Can you try that and let us know?

Cheers,

Ana

Thanks -- unfortunately there is no sourcetree.log file.

When trying to install 2.1.2.5 I get this:

 

Open Setup Log gives me the Squirrel installer error shown above.

 

Installing 1.9.13.7 gives me the "this will no longer be updated" pop-up and when I say "don't remind me again" I get a SourceTree Crash report:

 

 

 

To add to this -- I already have .NET framework 4.7, running Win7. :[

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