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

[Mary Regalbuto]

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.

[Ana Retamal]

Hi Mary, you can perform a clean uninstall following the steps:

1. Wipe Sourcetree preferences.
2. Uninstall Sourcetree (if it shows on the App&Features list)
3. 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.

If you wish to install it again, you can download it from our website.

Let us know if there's anything else we can help you with!

Cheers,

Ana

[Mary Regalbuto]

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.

[Ana Retamal]

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]

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:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name=".NET Runtime" />
<EventID Qualifiers="0">1026</EventID>
<Level>2</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2018-02-07T19:21:46.000000000Z" />
<EventRecordID>10227979</EventRecordID>
<Channel>Application</Channel>
<Computer>XXXXXXXXXXXXXX</Computer>
<Security />
</System>
<EventData>
<Data>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()

</Data>
</EventData>
</Event>

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:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Level>2</Level>
<Task>100</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2018-02-07T19:21:47.000000000Z" />
<EventRecordID>10227980</EventRecordID>
<Channel>Application</Channel>
<Computer>XXXXXXXXXXXXXX/Computer>
<Security />
</System>
<EventData>
<Data>SourceTree.exe</Data>
<Data>2.4.7.0</Data>
<Data>5a3a5345</Data>
<Data>KERNELBASE.dll</Data>
<Data>6.1.7601.23915</Data>
<Data>59b94f2a</Data>
<Data>e0434352</Data>
<Data>000000000001a06d</Data>
<Data>4164</Data>
<Data>01d3a048dfc3d8b6</Data>
<Data>C:\Users\XXXX\AppData\Local\SourceTree\app-2.4.7\SourceTree.exe</Data>
<Data>C:\Windows\system32\KERNELBASE.dll</Data>
<Data>2325a641-0c3c-11e8-8163-104a7da009ff</Data>
</EventData>
</Event>

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:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Windows Error Reporting" />
<EventID Qualifiers="0">1001</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2018-02-07T19:21:49.000000000Z" />
<EventRecordID>10227981</EventRecordID>
<Channel>Application</Channel>
<Computer>XXXXXXXXXXXXXX</Computer>
<Security />
</System>
<EventData>
<Data>66701552</Data>
<Data>342446129</Data>
<Data>CLR20r3</Data>
<Data>Not available</Data>
<Data>0</Data>
<Data>SourceTree.exe</Data>
<Data>2.4.7.0</Data>
<Data>5a3a5345</Data>
<Data>System.Management</Data>
<Data>4.7.2114.0</Data>
<Data>59a63a11</Data>
<Data>8c</Data>
<Data>3f</Data>
<Data>System.Management.Management</Data>
<Data>
</Data>
<Data>
C:\Users\XXXX\AppData\Local\Temp\WER6F70.tmp.WERInternalMetadata.xml</Data>
<Data>C:\Users\XXXX\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_SourceTree.exe_5ee821e8c887d2b0b8d952215948bbdfbf4c18b5_0fa275d6</Data>
<Data>
</Data>
<Data>0</Data>
<Data>2325a641-0c3c-11e8-8163-104a7da009ff</Data>
<Data>0</Data>
</EventData>
</Event>

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\ntdll.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\nvinitx.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\nvd3d9wrapx.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\nvdxgiwrapx.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\rsaenh.dll
LoadedModule[37]=C:\Windows\assembly\NativeImages_v4.0.30319_64\PresentationCore\a3734d1e856b24c4ea1d2c99b07bb687\PresentationCore.ni.dll
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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\nlssorting.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\normaliz.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\ncrypt.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
LoadedModule[81]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Net.Http\0af7f4b1e38d5366280ab3d68edcdc54\System.Net.Http.ni.dll
LoadedModule[82]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Deployment\85732da6c6eccecaa3269a226640eb77\System.Deployment.ni.dll
LoadedModule[83]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Runteb92aa12#\00f0ca8ddec06744729fb748c27e0a9e\System.Runtime.Serialization.ni.dll
LoadedModule[84]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Data\a120658d96dba6d073a8bcc3efe35131\System.Data.ni.dll
LoadedModule[85]=C:\Windows\Microsoft.Net\assembly\GAC_64\System.Data\v4.0_4.0.0.0__b77a5c561934e089\System.Data.dll
LoadedModule[86]=C:\Windows\system32\WS2_32.dll
LoadedModule[87]=C:\Windows\system32\NSI.dll
LoadedModule[88]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Drawing\72a341a8633b7a94d53c0d1c3c1161ef\System.Drawing.ni.dll
LoadedModule[89]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Windows.Forms\879b553f555b8dd7af4c12bea4235062\System.Windows.Forms.ni.dll
LoadedModule[90]=C:\Windows\assembly\NativeImages_v4.0.30319_64\UIAutomationProvider\fa222c139fb15943983f4d0ed3c58a0a\UIAutomationProvider.ni.dll
LoadedModule[91]=C:\Windows\assembly\NativeImages_v4.0.30319_64\UIAutomationTypes\81606a474068196a6df5b7747a1c47ce\UIAutomationTypes.ni.dll
LoadedModule[92]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Comp46f2b404#\f9de4d6f1d596d7c7a00e9bf18f7ed7e\System.ComponentModel.DataAnnotations.ni.dll
LoadedModule[93]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.ServiceModel\7d71566821d87d42cf52a6273b55d160\System.ServiceModel.ni.dll
LoadedModule[94]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Web\74438e60fae211d94dd754fcae90a31f\System.Web.ni.dll
LoadedModule[95]=C:\Windows\system32\iphlpapi.dll
LoadedModule[96]=C:\Windows\system32\WINNSI.DLL
LoadedModule[97]=C:\Windows\system32\DNSAPI.dll
LoadedModule[98]=C:\Windows\system32\dhcpcsvc.DLL
LoadedModule[99]=C:\Windows\system32\dhcpcsvc6.DLL
LoadedModule[100]=C:\Windows\system32\psapi.dll
LoadedModule[101]=C:\Windows\assembly\NativeImages_v4.0.30319_64\System.Management\3b8d3a22b0c8f8488f4c3155b711ec4e\System.Management.ni.dll
LoadedModule[102]=C:\Windows\system32\CLBCatQ.DLL
LoadedModule[103]=C:\Windows\system32\wbem\wmiutils.dll
LoadedModule[104]=C:\Windows\system32\wbemcomn.dll
LoadedModule[105]=C:\Windows\system32\wbem\wbemprox.dll
LoadedModule[106]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\wminet_utils.dll
LoadedModule[107]=C:\Windows\system32\wbem\wbemsvc.dll
LoadedModule[108]=C:\Windows\Microsoft.NET\Framework64\v4.0.30319\diasymreader.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
State[1].Key=DataRequest
State[1].Value=Bucket=66701552/nBucketTable=342446129/nResponse=1/n
FriendlyEventName=Stopped working
ConsentKey=CLR20r3
AppName=Sourcetree
AppPath=C:\Users\XXXX\AppData\Local\SourceTree\app-2.4.7\SourceTree.exe