Unable to update/install SourceTree
Asked by Aiko Isselhard:

Hey, i am unable to update/install SourceTree. After executing the installer nothing happens.

I have searched for a while an no solution i found did help. Here are some of things i tried:

* Reinstalling
* Cleaning all temp files (below AppData/Local and C:\\ProgramData)
* Cleaning my registry

After starting the installer, some files are places below AppData/Local/Atlassian/ and SourceTree link is registered in the start menu. Nothing more happens. I am unable to start SourceTree and the Log-files are empty.

Any ideas ho to fix this?

If you need any more information, please ask.

Thanks in advance.

Iqon


Answers:
author: Ana Retamal
body: Hi Aiko, you can try doing a clean install following the steps:

1. [Wipe SourceTree preferences](https://confluence.atlassian.com/sourcetreekb/how-to-wipe-sourcetree-preferences-412484640.html).
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.
4. [Download SourceTree](https://www.sourcetreeapp.com/) and install it.

If you're still unable to install it, please let us know which SourceTree version and OS are you using and from which version were you trying to upgrade.

Best regards!

Ana

comments: author: Aiko Isselhard
body: Thanks for the reply. As stated in my originial answer i tried all of this things (and did now again), but source tree wont start.

So atm i assume it is more a new install, than an update ;).

* SourceTree 2.1.2.5
* Windows 10 Pro (Version 1703 OS Build 15063.413)

Any more info that may help?


author: Aiko Isselhard
body: I found a crash memory dump, if it helps

<https://drive.google.com/file/d/0B_AYlusvC94BNWJHWDd5MmVxZDA/view?usp=sharing>


author: minnsey
body: Hi Aiko  

If the installer has worked SourceTree should be installed into  
%localappdata%\\SourceTree\\app-2.1.2.5  

There should be a launcher exe in %localappdata%\\SourceTree\\ and the actual SourceTree.exe in  
%localappdata%\\SourceTree\\app-2.1.2.5  

Do you have these files?  

If you do, the installer worked, suggestng the problem is with running SourceTree, if not the problem is with the installer.  

If the installer failed, there might be a log file in  
%localappdata%\\SourceTree\\packages that might shed some light on the problem.  

If the installer did work and SourceTree itself isn't starting then SourceTree shoudl create log files in %localappdata%\\Atlassian\\SourceTree\\sourcetree.log  

Finally it is possible that lower level errors are being recorded in the Event Viewer.  

Could you confirm any of these assumptions above, attach any of those log files and the contents of any relevant entires in the Event Viewer when you try and run SourceTree?  

Thanks


author: Aiko Isselhard
body: Hey, thanks for your answer.

* **%localappdata%\\SourceTree\\app-2.1.2.5** contains files.
* **%localappdata%\\SourceTree\\app-2.1.2.5** contains the **SourceTree.exe**, which cannot be started.
* **%localappdata%\\SourceTree\\** does not contain a launcher.
* **%localappdata%\\SourceTree\\packages** does not contain a log file
* The **logfile %localappdata%\\Atlassian\\SourceTree\\sourcetree.log** is empty

But starting the application yields two system error events:

Event 1:

```
<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="2017-07-19T12:21:42.445763000Z" />
?   <EventRecordID>8409</EventRecordID>
?   <Channel>Application</Channel>
?   <Computer>DESKTOP-OU604OS</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: exception code c0000005, exception address 00007FF8E3B0FD0C</Data>
  </EventData>
</Event>
```

Event 2:

```
https://gist.github.com/Iqon/64dfd18b14b378644b6c77b1b4d7ba9c
```

(BTW: your idiotic language filter will not allow me to insert the content of the second error event. So I just inserted the gist link.)


Tags: install