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Use an existing account window is blank

After installing SourceTree and running it for the first time I come to the step where I am required to log in to my Atlassian account.  I click the button for Use and existing account and a blank window opens.  I cannot proceed from there.  Please help.

3 answers

2 accepted

2 votes
Answer accepted
Mikael Sandberg Community Leader Sep 21, 2017

Try this, open Internet Explorer, go to the Advanced options tab, click on Reset your Internet Explorer Settings and check Delete personal settings, that seems to solve it for my users that have had the issue.

Thanks Mikael,

I set this aside for a time to finish loading other programs on my laptop and also installed all of the Windows 10 updates.  After doing that, the login screen appeared normally and I was able to install SourceTree.  It's possible that, in doing the updates, it performed the same action as you described.

please tell me the reason behind this ??

Dear Mikael Snadberg, I followed your method to solve this problem but I failed to solve. are you have another solution?

Dear Mikael Snadberg,Ali Raza,

I m facing the same issue and have tried your given method several it something to do with windows 7 and IE 8 ???Do i need to upgrade my windows to 8 or 8.1 or other ???
please help me 

Mikael Sandberg Community Leader Oct 10, 2017

You would need to upgrade to a supported IE version, I would try with IE 11 and go from there.

Have you resolved this issue?

I have the same issue. Resetting Internet Explorer settings does nothing to fix it.


Current version of IE installed is 11.0.9600.18792

Update Versions: 11.0.46

Hi Mikael

Using Windows 10, I've done as you suggested but failed to make the pop up show any info.

should i set IE as default?
Atm i've tried with both chrome and firefox as default browsers.

Mikael Sandberg Community Leader Dec 11, 2017

The default browser has nothing to do with it, SourceTree is using WPF Web View component which relies on IE. You need to figure out why you cannot get to using IE. Try and turn off compatibility mode in IE and see if that helps. Also try this setting:

Internet Options (or Internet Properties) -> [Advanced] tab
Do not save encrypted pages to disk (uncheck the checkbox).

Hi Michael

I navigated to where you said, the box was already unchecked.

I opened this link with IE and it worked really fine. only cannot access from the installer to continue the installation.

(it stucks on the blank screen even if I logged in with IE to my account)
Any more ideas?

also, is it Microsoft support i should turn to or atlassian's?

Mikael Sandberg Community Leader Dec 18, 2017

There is an issue opened for this, SRCTREEWIN-7244. Someone wrote a workaround tutorial that may work.

that was helpful


thanks, that walkaround seems to work for me

How about Mac machines where we dont have any Internet explorer.

0 votes
Answer accepted

To all those who may miss the talking in the replies:

this walkaround here seemed to work for me


thank you Mikael

we can mark this post as solved

If still won't able to find the solutions, download version 1.1.1 and in it there is no such option and after I update it then problem was resolved.

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