about USMLEWorld

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This section contains answers to the most frequently asked questions received at the USMLEWorld website. Click on the question to display associated response, clicking on the question again will hide the associated response.

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  • Subscription

  • Content

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  • Installing Software
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Payments

How do I purchase a subscription from the website?

Any of our product offerings can be purchased from our website with payment due in full at time of purchase via a credit or debit card with American Express/Discover/MasterCard or Visa logo.

You will need to register for an account in order to purchase any of our products. Once you have registered for an account or if you already have an account:

  • Sign-in with your login credentials
  • Click on the 'View Cart' link on the top of the screen and verify it is empty, once verified click on 'Continue Shopping' button
  • You will be presented with option to view subscription options for Step 1, Step 2 or Step 3. Based on your selection a list of ALL available course offerings and their associated rates will be displayed (you may need to scroll down on that page to locate your preferred subscription)
  • Click on the 'Buy It' button next to the corresponding subscription you wish to purchase (You will see an error message prohibiting you from purchasing a subscription if it is currently available in your account, in that case register for a new account using a different username on our website to make your purchase.)
  • On the next page verify the content of your cart and click on 'Checkout' button to confirm your order and proceed further by providing your payment details and submitting the transaction
  • A confirmation page will be displayed prior to the subscription being added to your account. Make sure to review all of the information presented there and notify us immediately if there is an issue.

What form of payment(s) do you accept?

You can subscribe to any of our online courses/services using a credit or debit card with a Visa, MasterCard, Discover or American Express logo. Your subscription will be available for activation immediately or can be activated later from your account on our website after successful payment.

You can also subscribe via personal check, money order, or demand drafts taken in U.S. dollars. These types of payments should be mailed to us and should include the name of the subscription, the duration you wish to subscribe, along with the details that have been asked in the registration form. We will setup your account as soon as we receive your payment and notify you via email of your access credentials. All direct-mail payments must be in U.S. dollars and made payable to "USMLEWorld, LLC". Please send the payment(s) to the address in contact us form.

What is your refund policy?

All refunds are evaluated on a case-by-case basis. One case has no bearing on another. Refund amounts determined by USMLEWorld LLC are final.

Step 2 CS, Step 3 CCS, Self-Assessment Exam (SimExam) and Subject Review: These subscriptions are non-refundable, non-transferable, and cannot be converted into another subscription.

Step 1, Step 2 CK, Step 3 Qbank, and IM Qbank: No refunds are allowed for the first 30-day duration of any subscription, unless the subscription has not been activated. Refunds are considered for subscriptions with more than 30-day duration. Refund amounts are based on the number of days elapsed since the subscription start date or the amount of questions used, whichever amounts to a higher deductible.

Example Scenario: An individual purchases a 180-day Qbank subscription and generates a few test blocks equal to 20% of the questions in the Qbank. After 45 days, he/she request for a refund. As the elapsed duration is greater than the percentage of questions used, the refund amount will be based on a subscription converted to the closest duration (60 days) by deducting applicable 60-days subscription fee from the refund. Additionally, in the same scenario if the individual had used 85% of the questions, the refund would be 15% of the subscription fee paid.

Note 1: A processing fee of 10% (with minimum of $10 and maximum of $25) will be applied to all refund amounts.

Note 2: The subscriber must notify USMLEWorld of their intent of a refund before activating their subscription (or) during the active duration. If the reset option is used or all of the questions are used, no refund will be allowed (see "I want to reset/delete my Qbank test history (or) start all over again, is this possible?" below for further details).

Note 3: For combo package purchases, individual subscription fee will be applied when calculating the refund.

Note 4: While access to Qbanks via certain mobile devices is provided as an additional feature, it is not intended to be a replacement for computer access, and no refunds or cancellations will be honored due to a user's inability to install and/or use the provided software on any mobile device (regardless of whether or not the device meets the minimum system requirements).

Why am I getting a "Blocked IP Address" message when attempting to subscribe?

You will encounter this message when the IP address that is currently assigned to your computer by your internet service provider has been blocked. There might have been fraudulent transactions from a similar IP or an IP within a close range in the past. This does not imply that you have made any fraudulent transactions. It is just a security measure that we have adopted to avoid fraud on our website

In order to properly subscribe, you will need to fax your information to 972-887-3296:

  • Your full name, address, phone #, email address, and username (if you created an account on our website)
  • Course name(s) and duration you prefer to subscribe
  • Payment information (credit card number, billing address, CVV code, expiration date, etc)

Once we receive the requested information we will process it and notify you at the email address your specified with your account details. Upon subscription, access to your course material will not be blocked even though you received a "Blocked IP Address" message initially. Your submitted details will be held in strict confidentiality and will only be used to setup the subscription. Due to insecure nature of email communication, do not submit payment details (card number, expiration date, security code) via email.

Do you offer any discounts for students? Professionals? Institutions?

Unfortunately, we do not offer discounts to individual subscribers for purchase of a new subscription based on affiliation(s). We offer group discounts on qbank products with subscription duration lasting 3/6/12 months only with a minimum purchase of 50 subscriptions by individuals from the same school/program. To inquire more about group discounts, please contact us with all of the details below.

  • Number of users in group (guaranteed enrollments)
  • Desired USMLE Step (Step 1 or Step 2)
  • Desired subscription package(s) from those outlined on our Purchase page
  • Payment responsibility (School/Program / Individual group member)
  • Group coordinator Name, Email address, Tele #

Card/Transaction Declined (or) Transaction Error message when attempting to subscribe

Card declined/General Transaction Failure: When you encounter this message during the subscription process, it means that your subscription payment transaction did not go through. Your card-issuing bank has declined the transaction as it may not match your online transaction pattern, it exceeds your purchase limit, or there was an incorrect entry of subscriber information, including card number, card code, expiration date, name on card, etc. Please contact the card-issuing bank to resolve the problem and then try the operation again. If you prefer, you can also use a different card or payment means as mentioned above. Your account is still created when a payment has been declined/rejected but the subscription will be added only after a successful transaction has been made. Click Register and log-in with the username & password then subscribe to your desired course.

Incorrect CVV2 Code: When any code mismatch occurs, you will encounter this message. Because this is a security-related issue, you will not be charged for this transaction even though your card-issuing bank may approve authorization. Please enter the correct card code (CVV2 number), credit card number, and expiration date. The card code or Card Validation Code (CVC) or Card Verification Value 2 Code (CVV2) is the three-digit code located next on the back signature strip of Visa, MasterCard and the four digit code located on the front of all American Express cards (see an example here for more information and then try the operation again).

Subscription

When does a New purchase/Renewal begin?

New Purchase: All subscriptions go into effect from the time they are activated and not the time of setup/purchase. It can be activated immediately or anytime thereafter. If your initial purchase consists of multiple courses (qbank, self-assessment exam, CCS, etc.), each of them can be activated individually and independently via your account on our website as preferred. This process of activating a subscription after purchase allows you flexibility of starting a subscription when you are truly ready to utilize it.

Our self-assessment exam subscription is independent of other subscription duration. It can be activated via your account on our website and will stay active for 2-weeks from the time of activation. You can activate it before, during or after your other subscribed course material.

We recommend that all subscription be activated within 180 days of setup/purchase. Once a subscription is activated, it cannot be paused or suspended for any reason and will run continuously for the duration of said course material.

Renewal: A renewal is basically an extension of time to continue access to an previously activated subscription. Since a renewal is an extension to an already active subscription, it is effective from the existing expiration date, NOT from the day of purchase and cannot be deferred to start at a later date/time.

Note: All of our subscriptions are based according to the Eastern Time Zone (GMT/UTC -5 hours or New York Time), which may be different than your local time zone.

How can I renew/extend my subscription?

A renewal is basically an extension of time to continue access to an active subscription. Since a renewal is an extension to an already active subscription, it is effective from the existing expiration date, NOT from the day of purchase and cannot be deferred to start at a later date/time.

All renewals are effective from the existing expiration time, NOT from the time of purchase and cannot be deferred to start at a later time. To qualify for renewal, you will need to renew the course before it expires. Renewals are not offered for expired subscriptions, and you will have to purchase a new subscription at regular price directly from our website.

Please log-in to your account and click on "Renew" button. This option provides a list of available "renewal durations and their prices" for the selected course. You can select and renew your existing course for a desired duration of time.

Note: All of our subscriptions are based according to the Eastern Time Zone (GMT/UTC -5 hours or New York Time), which may be different than your local time zone.

Note: If your initial purchase was a combination package, you will need to renew each active subscription individually. You do not need to renew a course that has not been activated.

Can I temporarily suspend my active subscription?

Once activated, all subscriptions run continuously for the subscribed duration without any intermediate breaks. Subscriptions cannot be suspended temporarily and/or reactivated at a later time.

Can I use my subscription from multiple location(s)/device(s)?

You are allowed to access your account and use your subscription(s) 24/7, regardless of your location as long as the device/network being utilized meets the system requirements as outlined here. However, there are certain regulations that apply. The registered subscriber is the only individual who is allowed to access their account and subscription(s), and access can only occur on ONE device at any given time (e.g. You can use your subscription from 9AM - 5PM from your work location and resume 6PM - 11PM at home, but there cannot be any overlap). All log-ins are diligently monitored and if a single account has been used from multiple devices at the same time, it will be immediately terminated without any explanation or refund.

What is the shortest duration of a new subscription purchase?

The minimum duration of a new subscription purchase (qbank(s), Step 2 CS or Step 3 CCS) is 30-days and are not available in any other shorter or custom durations. Subscribers whose active subscription(s) have not expired can purchase renewals for before their active subscription expires. Please refer to the respective course description page for renewal options.

Note: All of our subscriptions are based according to the Eastern Time Zone (GMT/UTC -5 hours or New York Time), which may be different than your local time zone.

No course is available in my account upon logging in

This could happen for two reasons:

  • Multiple accounts in our system: You may have created multiple accounts on our system and are most likely using an incorrect account. Please check the latest receipt of your subscription purchase for the userid# associated with your latest subscription and try again
  • Expired subscriptions: All of our subscriptions are based according to the Eastern Time Zone (GMT/UTC -5 hours or New York Time), which may be different than your local time zone. Some users may assume the date and time associated with their subscription reflects their current local time zone, when in fact, it does not

How can I change my account profile and password?

It is critical you keep this information updated as all communications related to your subscription rely on the accuracy of your profile details. To update your contact details:

  • Please log-in to your account
  • Click on "Change Profile" or "Change Password" link on the left hand-side navigation pane

Note: For security reasons, we do not discuss account/subscription related concerns via a non-registered email address (basically the email address being used to communicate with us MUST match the one in profile details).

Content

I want to reset/delete my Qbank test history (or) start all over again, is this possible?

Please keep in mind that reset eligibility is based on the concurrent duration of your currently active subscription and does not take into account previous subscription(s). A reset is basically a permanent and irreversible purge (delete) of all of your test and performance data from our system. This option is available in only two scenarios outlined below:

  • Purchase of a new subscription: You purchased a brand new subscription (i.e. your previous subscription has expired and you did not renew) and still have the old information in your Qbank
  • Continuous subscription for 6-months or more without a reset: For users who have continuously subscribed to a particular course for 6 months or more and whose subscription has never been reset, we provide a one-time only opportunity to reset your test information/Qbank
    • If you purchased a 180-day or more subscription outright (6 months or greater duration when you purchased your active subscription) you can perform a reset yourself by accessing "Utilities" -> "Reset" section of your Java based qbank interface
    • If you have held your active subscription continuously for 6 or more months without any intermediate breaks and it has not been reset previously, please email us your reset request including your username so we can make the reset option available via the Java based qbank interface

Renewal of an active subscription does NOT qualify as a new subscription. Qbank test information cannot be deleted or reset in the middle of a subscription except in above two scenarios.

Can I get a guest account or a free trial offer to test your software?

Step 1 Qbank, Step 2 CK Qbank, Step 3 Qbank or self-assessment exam: We do not offer guest/trial accounts to test our software. However, you can view a non-interactive demo of our software from each of the product pages. You will need to have Adobe Flash Player installed on your system to view the demo.

Step 2 CS or Step 3 CCS:
Step 2 CS demo is available here.
Step 3 CCS demo is available here.

How frequently is the course material updated/added?

All of our products have a finite set of questions/cases and we routinely review and update them based on new research, changes in diagnostic and patient management practices. Question containing older or non-relevant material are replaced with updated question content.

  • Questions for Step 1 do not change that often as they are based on core scientific principals
  • Questions for Step 2 are added and/or changed based on new diagnostic procedure and medical research (this occurs quite frequently)
  • Questions for Step 3 are changed also based on new protocols in patient management (not as frequently as Step 2)
  • Questions in our Self-assessment exams, Subject Review are changed only if the question/concept is obsolete
  • Step 2 CS and Step 3 CCS cases are updated based on new protocols in patient handling/management

Once a new question/case is added or an existing question/case is updated, it is automatically made available to all users with an active subscription to that particular course (regardless of their course subscription duration).

I accidentally closed a test instead of suspending it (or) I want to delete a test

Once a test is generated, it cannot be deleted or adjustment made to the used/unused/incorrect/marked question pool. Please use "Resume" option associated with the test in question from "Previous Test" section to suspend it or complete it so as to prevent it from adversely affecting your cumulative performance metrics.

If you are accessing our Step 3 Qbank via a web browser based interface contact us with your username and the test ID number(s) that you would like suspended.

How do I use the Step 3 CCS interactive Software?

It is highly recommended that you use and review the documentation provided with Primum Computer-Based Case Simulations offered for free by USMLE on their "Practice Materials" page prior to subscribing or using our Step 3 CCS interactive software. As part of the freely available material by USMLE, you will learn how to efficiently use the interface, write orders, advance the clock and perform basic patient management tasks via a very detailed presentation.

Our offering assumes that you have used Primum Computer-Based Case Simulations offered by USMLE prior to using our interactive software.

Can I save my subscription content to my hard disk or print the material?

QBanks: Printing, saving, copying, screen capture, etc. of USMLEWorld Qbank materials is strictly prohibited. Attempts to use system commands or third party utilities to capture/print/save/copy our content is considered copyright infringement and breach of Terms and Conditions. We monitor all user activity diligently and repeated attempts to circumvent this may lead to account suspension, termination without refund, and/or legal action.

Step 2 CS & Step 3 CCS: Certain portions of the Step 2 CS and Step 3 CCS cases are allowed for printing.

Technical

What type of device/network can I use?

You have to use a USMLEWorld recommended version of operating system, Internet browser and any other required softwares to access the licensed materials. Our system requirements are available for review here.

Can the Qbank services be used from a mobile device?

Access to Qbanks via certain mobile devices is provided as an additional feature, but it is not intended to be a replacement for computer access. We currently provide a Qbank Mobile app for select iOS based devices (iPad, iPhone, and iPod Touch) and Android based devices (phones or tablets), which can be found in each of their respective app stores. In order for users to install and use the app, their mobile devices must meet our system requirements. Not all products are available to access via mobile devices.

Our developers are aware of request for mobile access on other devices/platforms and are reviewing potential options and implementation scenarios however, an exact time frame (of if or when a solution will be available) is not currently known. Once an app is ready, it will be announced directly on our website.

Installing Java on Windows & launching Qbank/Self-Assessment/CCS Interactive software

Installing Java on Macintosh & launching Qbank/Self-Assessment/CCS Interactive software

For users of OS X 10.6.x or lower: Java is a core component and is automatically installed with the operating system. To ensure you have the latest updates and security patches, please run Software Update by clicking on the Apple menu and selecting Software Update. Launch your Qbank/Self-Assessment/CCS Interactive software via applicable link below.

For users of OS X 10.7.x or higher (10.8.x, 10.9.x):

  • Click here to start downloading Java
  • When prompted, choose to save the file and select your desktop as the destination. Then wait for the download to finish
  • Once the download is completed, close all open web browser windows and return to your desktop
  • Double-click the .dmg file to launch it
  • Double-click on the package icon to launch install Wizard and follow prompts to finish the installation process
  • Once installation is complete, you may need to enable Java plug-in when your web browser is launched. If you do not receive such a prompt, you may need to manually configure your browser per applicable instructions outlined here
  • Once Java is installed and configured properly, download your Qbank/Self-Assessment/CCS Interactive software via applicable link below
  • Download Qbank (Step 1, Step 2 CK, Step 3 or IM Qbank), or
  • Download Step 3 CCS Interactive software, or
  • Download Self-Assessment Exam (SimExam)
  • When prompted, choose to save the file and select your desktop as the destination. Then wait for the download to finish
  • Once the download is completed, close all open web browser windows and return to your desktop
  • Update settings as outlined below:
    - Using Spotlight (looking glass icon on upper right-hand corner), search for System Preferences and launch it
    - Click on 'Security & Privacy' and click on 'General' tab
    - Change settings for 'Allow applications downloaded from' to 'Anywhere' or or 'Mac App Store and identified developers'
    - If you select 'Anywhere', in the resulting confirmation prompt click on 'Allow From Anywhere'
  • Double-click the .dmg file to launch it
  • It should open an installer screen. Drag the QBank app icon in to the "Applications" icon. This should install the application. If you need a shortcut in your dock, drag the application icon from "Applications" in to your dock.

Installing QBank companion app on compatible Mobile device

Access via mobile devices is provided as an additional feature, but it is not intended to be a replacement for computer access.

Android Based Device(s): (review system requirements here)

  • Search for USMLEWorld in the applicable device Market place (Google Play, Amazon Appstore, etc.)
  • Locate the USMLEWorld Qbank app and click on the "Install" option

iOS Based Device(s): (review system requirements here)

  • Launch "App Store" from the home screen and Sign In if not currently signed into App Store
  • Search for USMLEWorld in "App Store"
  • Locate the USMLEWorld Qbank app and click on the "Install" icon (you will need to sign into your app store account if you see "Free" option instead of "Install")
  • Click on the "Install" option
  • For iOS versions < 6.0: Enable "Location Services" on your device if not already enabled, to enable "Location Services":
    • Click on the "Home" button on your device
    • Click on "Settings" option on the home screen
    • Click on "Location Services" and slide it to "On" position
  • For iOS version 6.0 or later: Our app needs access to "Photos" as all screen captures go to Photos section automatically. We respect the privacy of our users and DO NOT access your private pictures or related data at any time. Under no circumstances are any pictures transmitted or sent to our servers. We monitor "Photos" section exclusively for screen captures related to our content only. Verify that the USMLEWorld Qbank App has access to photos by doing the following:

    • Click on the "Home" button on your device
    • Click on "Settings option on the home screen
    • Click on "Privacy" -> "Photos" and verify that the setting for our app is turned On (if not already set to "On" position)

Other Mobile Device(s): Our developers are aware of request for mobile access on other devices/platforms and are reviewing potential options and implementation scenarios however, an exact time frame (of if or when a solution will be available) is not currently known. Once an app is ready, it will be announced directly on our website.

Note: ONLY the QBank app is available via iOS App Store or Android Market/Play Store.

Resolving "Unable to launch the application" message

This is typically caused when users frequently change their internet connection provider (Work, Library, Personal, Public Wi-Fi etc.), or if the software does not properly update (which should occur automatically without prompting). It can also occur when your Anti-Virus, Anti-Spyware, or cache management software removes portions of the Java cache necessary for our program to properly function.

If you find yourself switching internet access point on a frequent basis, always launch your web browser to verify you have direct internet access before launching our course material via desktop shortcut to avoid future cache corruption. If connecting via Wi-Fi, we also recommend that you make sure that your computer always has the best signal possible after verifying internet access via web browser.

Click here if using Mac

Macintosh OS X 10.7.x or higher (10.8.x, 10.9.x) or

  • Delete the desktop/dock shortcut icon for ALL USMLEWorld application you may have (even unrelated ones, doing this will NOT result in loss of any of your previous test/performance data)
  • Using Spotlight (looking glass icon on upper right-hand corner), search for System Preferences and launch it
  • Click on 'Java' icon under 'Other' section to open Java Control Panel. (If you do not see Java in this location, you maybe using an older version of Java or OS X. In such case please follow instructions outlined under 'Macintosh OS X 10.5.x upto 10.7.3' section below)
  • Under 'General' Tab locate, 'Temporary Internet Files' sub-section and click 'Settings' -> 'Delete Files'. Make sure all boxes are checked and Click 'OK'
  • Under 'General' Tab locate, 'Network Settings' sub-section and click 'Network Settings...'
  • In the resulting dialog box, select 'Direct Connection' and press OK
  • Exit from Java Control Panel and System Preferences
  • Log-in to your account and follow follow the appropriate link to launch the software

Macintosh OS X 10.6.x upto 10.7.3 or

  • Delete the desktop/dock shortcut icon for ALL USMLEWorld application you may have (even unrelated ones, doing this will NOT result in loss of any of your previous test/performance data)
  • Using Spotlight (looking glass icon on upper right-hand corner), search for Java Preferences (application) and launch it
  • The Java Preferences window will open. Click on 'Delete Files...' button (the location of this option can be under any of the tabs)
  • The Delete Temporary Files window will open. Make sure all boxes are checked. Select OK
  • Log-in to your account and follow follow the appropriate link to launch the software

Click here if using Windows

Click here if using Windows XP or higher (Vista, 7, 8, etc.)

  • Delete the desktop shortcut icon for ALL USMLEWorld application you may have (even unrelated ones, doing this will NOT result in loss of any of your previous test/performance data)
  • Click on the Start menu and go to the Control Panel
  • For users of Windows XP or Vista: If the "Show Classic View" option is available in the upper-left corner, click it
  • For users of Windows 7: Select "Large icons" in the 'View by:' drop-down box shown at the near top of the control panel (right hand-side)
  • Double click on the Java icon (If Java icon is not present in your control panel, search your entire computer for an application named javacpl and continue with rest of the instructions)
  • Under 'General' Tab locate, 'Temporary Internet Files' sub-section and click 'Settings' -> 'Delete Files'. Make sure all boxes are checked and Click 'OK'
  • Under 'General' Tab locate, 'Network Settings' sub-section and click 'Network Settings...'
  • In the resulting dialog box, select 'Direct Connection' and press OK
  • Click OK once again and close the Java control panel
  • Log-in to your account and follow the appropriate link to launch the software

If the issue persists, please provide details that are provided on the error message dialog box (specifically information from the "Details" section for "Exception")? You can send us a screen shot of that specific section instead of typing all of the details being displayed. You can use instructions outlined on this page on how to capture the error message screenshot.

Resolving "Unable to connect / Connection or Operation timed out / Connection Refused or Reset" message

There are few possible reasons for this issue:

  • Personal Firewall: There may be a firewall on your computer and/or network that is preventing download of necessary components. You may need to completely turn off any internet security or firewall software on your computer, as many common security software (i.e. AVG, Norton, McAfee, ZoneAlarm, etc.) block such access by default
  • Connection related issue: Your internet connection may be down, or you may be connecting on an unreliable internet connection. If you are using a wireless connection, we recommend that you try repositioning your device to get the best signal possible. Additionally, if you are connecting via a wireless network with many users, it's possible that there may be insufficient bandwidth for your device to receive a response from our servers in a timely manner. In this instance, we recommend that you access internet from a dedicated home/personal infrastructure based internet network (DSL, Cable, etc.)
  • DNS maintenance/outage: Your Internet Service Provider (ISP) performs DNS lookup function each time you access a name on the internet (e.g. turns an internet name like http://www.usmleworld.com into an internet address, such as 72.32.48.106). Sometimes you can experience problems with your ISP connection, including conversion of the website name to an IP name and performing a time-consuming lookup. You will have to raise this issue with them. (Most of the times this issue resolves in 3-5 hours depending on the DNS cache your ISP is refreshing or rechecking.)

Resolving Java loading (or) checking for latest version message

There are few possible reasons for this issue:

  • Personal Firewall: There may be a firewall on your computer and/or network that is preventing download of necessary components. You may need to completely turn off any internet security or firewall software on your computer, as many common security software (i.e. AVG, Norton, McAfee, ZoneAlarm, etc.) block such access by default
  • Web Accelarator: When a web accelerator is active on your local machine (installed automatically as part of your Internet Service Provider or manually installed). Disable the program(s) and try to access the our software once again
  • Network Issue: If you are connecting via a public network (work, hospital, library, public Wi-Fi, etc), please be advised that most public network administrators rely on firewall and/or proxy servers to manage internet access on their network, which may be blocking access. In this instance, you will need to request that the network administrator make an exception to http://www.usmleworld.com by Java Web Start. If they are unable to make an exception, you will need to use your subscription from a non-public or home network.

Resolving "BadFieldException[ Cache must be enabled ...]" message

This is typically caused when Java settings on your computer have either been updated manually or automatically.

Click here if using Mac

Click here if using Macintosh OS X 10.7.4 or higher (10.8.x, 10.9.x) or

  • Using Spotlight (looking glass icon on upper right-hand corner), search for System Preferences (application) and launch it
  • Click on 'Java' icon under 'Other' section to open Java Control Panel. (If you do not see Java in this location, you maybe using an older version of Java or OS X. In such case please follow instructions outlined under 'Macintosh OS X 10.6.x upto 10.7.3' section below)
  • Under 'General' Tab locate, 'Temporary Internet Files' sub-section and click 'Settings'
  • Make sure "Keep temporary internet files on my computer" checkbox is checked. If it is unchecked, please check it now and press OK
  • Under 'General' Tab locate, 'Network Settings' sub-section and click 'Network Settings...'
  • In the resulting dialog box, select 'Direct Connection' and press OK
  • Exit Java Preferences, log-in to your account and launch the software again

Click here if using Macintosh OS X 10.6.x upto 10.7.3 or

  • Using Spotlight (looking glass icon on upper right-hand corner), search for Java Preferences (application) and launch it
  • The Java Preferences window will open. Make sure 'Keep temporary files for fast access" checkbox is checked. If not, please check it (the location of this option can be under any of the tabs)
  • Exit Java Preferences, log-in to your account and launch the software again

Click here if using Windows

Click here if using Microsoft Windows XP, Vista or 7

  • Click on the Start menu and go to the Control Panel
  • For users of Windows XP or Vista: If the "Show Classic View" option is available in the upper-left corner, click it
  • For users of Windows 7: Select "Large icons" in the View by drop-down box shown at the near top of the control panel (right hand-side)
  • Double click on the Java icon (If Java icon is not present in your control panel, search your entire computer for an application named javacpl and continue with rest of the instructions)
  • In the Java control Panel, click on "Settings"
  • Make sure "Keep temporary internet files on my computer" checkbox is checked. If it is unchecked, please check it now and press OK
  • Under 'General' Tab locate, 'Network Settings' sub-section and click 'Network Settings...'
  • In the resulting dialog box, select 'Direct Connection' and press OK
  • Close out of the Java Control Panel and Windows Control Panel
  • Log-in to your account and launch the software again

Click here if using Microsoft 8

  • Search for "Java Control Panel" and click or tap to open it
  • In the Java control Panel, click on "Settings"
  • Make sure "Keep temporary internet files on my computer" checkbox is checked. If it is unchecked, please check it now and press OK
  • Under 'General' Tab locate, 'Network Settings' sub-section and click 'Network Settings...'
  • In the resulting dialog box, select 'Direct Connection' and press OK
  • Close out of the Java Control Panel
  • Log-in to your account and launch the software again

Why are images/media in questions not loading?

This problem might arise if you lose your internet connection while course content is being downloaded onto your computer. The test is downloaded on your machine while the images and media are stored on the server. Hence, you may be able to move from one question to next in absence of internet connection but the images and media will not load. This is especially true if you are using a wireless (3G/GPRS/GSM/UMTS/CDMA/HSDPA/WiMAX/Wi-Fi) or dial-up connection.

If you rely on dial-up access, we recommend trying to access the course from a high-speed internet access point if possible. If you rely on wireless access, please disable the wireless device on your computer and try using a wired connection from your computer to your internet access point to avoid this issue. If the problem exists on a wired connection, then email us your username, contact number, and a suitable time to reach you by telephone. We will check if the connection is working properly.

Our qbank requires reliable and stable connection in order to download images and save tests while communicating with our servers. Wireless connections are great in terms of offering flexibility with connection but are quite unreliable when providing sustained and reliable internet connectivity.

Regenerating a desktop shortcut for Qbank/Self-Assessment/CCS Interactive software

If you have lost your desktop launch shortcut for Qbank/Self-Assessment/CCS Interactive software and wish to regenerate it,

Click here if using Mac

Click here if using Macintosh OS X 10.7.4 or higher (10.8.x, 10.9.x) or

  • Using Spotlight (looking glass icon on upper right-hand corner), search for System Preferences and launch it
  • Click on 'Java' icon under 'Other' section to open Java Control Panel. (If you do not see Java in this location, you maybe using an older version of Java or OS X. In such case please follow instructions outlined under 'Macintosh OS X 10.6.x upto 10.7.3' section below)
  • Under 'General' Tab locate, 'Temporary Internet Files' sub-section and click 'Settings' -> 'Delete Files'. Make sure all boxes are checked and Click 'OK'
  • Under 'General' Tab locate, 'Network Settings' sub-section and click 'Network Settings...'
  • In the resulting dialog box, select 'Direct Connection' and press OK
  • Exit from Java Control Panel and System Preferences
  • Log-in to your account and follow follow the appropriate link to launch the software

Click here if using Macintosh OS X 10.6.x upto 10.7.3 or

  • Using Spotlight (looking glass icon on upper right-hand corner), search for Java Preferences (application) and launch it
  • The Java Preferences window will open. Click on 'Delete Files...' button (the location of this option can be under any of the tabs)
  • The Delete Temporary Files window will open. Make sure all boxes are checked. Select OK
  • Log-in to your account and follow follow the appropriate link to launch the software

Click here if using Windows

Click here if using Microsoft Windows XP or higher (Vista, 7, 8, etc.)

  • Click on the Start menu and go to the Control Panel
  • For users of Windows XP or Vista: If the "Show Classic View" option is available in the upper-left corner, click it
  • For users of Windows 7: Select "Large icons" in the View by drop-down box shown at the near top of the control panel (right hand-side)
  • Double click on the Java icon (If Java icon is not present in your control panel, search your entire computer for an application named javacpl and continue with rest of the instructions)
  • Under 'General' Tab locate 'Temporary Internet Files' sub-section and click 'Settings' -> 'Delete Files' then click OK on the resulting dialog box, checking all boxes
  • Under 'General' Tab locate, 'Network Settings' sub-section and click 'Network Settings...'
  • In the resulting dialog box, select 'Direct Connection' and press OK
  • Click OK once again and close the Java control panel
  • Log-in to your account and follow the appropriate link to launch the software
  • Once you launch the software, a new desktop shortcut will be created for said course material

We have seen cases where the icon cannot be created due to some unknown system/configuration setting. In such case you will have to launch the course material from our website.

Resolving "Can't connect to SOCKS proxy: connection timed out" or general "SOCKS proxy" error message

This issue is usually caused by an update of network settings by your current or recent internet access point (probably a university, work or hospital network). Please update Java settings on your computer using these steps to resolve this issue.

Click here if using Mac

Click here if using Macintosh OS X 10.7.4 or higher (10.8.x, 10.9.x) or

  • Using Spotlight (looking glass icon on upper right-hand corner), search for System Preferences and launch it
  • Click on 'Java' icon under 'Other' section to open Java Control Panel. (If you do not see Java in this location, you maybe using an older version of Java or OS X. In such case please follow instructions outlined under 'Macintosh OS X 10.6.x upto 10.7.3' section below)
  • Under 'General' Tab locate, 'Network Settings' sub-section and click 'Network Settings...'
  • In the resulting dialog box, select 'Direct Connection' and press OK
  • Exit from Java Control Panel
  • Double click on "Network" icon under the Internet & Network section
  • On the following window click on "Advanced..." on the bottom right of the screen
  • Click on the "Proxies" tab on the top of the screen and ensure that all entries under "Select a protocol to configure" are unchecked
  • Also set "Configure Proxies" to Manually
  • Click on "OK" till all windows close
  • Log-in to your account and follow the Qbank/Self-Assessment/CCS Interactive software link to launch the software

Click here if using Macintosh OS X 10.6.x upto 10.7.3 or

  • Click on "System Preferences" on your Macintosh Dock
  • Double click on "Network" icon under the Internet & Network section
  • On the following window click on "Advanced..." on the bottom right of the screen
  • Click on the "Proxies" tab on the top of the screen and ensure that all entries under "Select a protocol to configure" are unchecked
  • Also set "Configure Proxies" to Manually
  • Click on "OK" till all windows close
  • Log-in to your account and follow the Qbank/Self-Assessment/CCS Interactive software link to launch the software

Click here if using Windows

Click here if using Microsoft Windows XP or higher (Vista, 7, 8, etc.)

  • Click on the Start menu and go to the Control Panel
  • For users of Windows XP or Vista: If the "Show Classic View" option is available in the upper-left corner, click it
  • For users of Windows 7: Select "Large icons" in the View by drop-down box shown at the near top of the control panel (right hand-side)
  • Double click on the Java icon (If Java icon is not present in your control panel, search your entire computer for an application named
  • javacpl and continue with rest of the instructions)
  • In the Java control Panel, click on "Network Settings"
  • Select "Direct Connection" and then OK
  • Close out of the Java Control Panel and Windows Control Panel
  • Log-in to your account and follow the Qbank/Self-Assessment/CCS Interactive software link to launch the software

Resolving .jnlp file association

Click here if using Mac

Click here if using Macintosh OS X 10.7.4 or higher (10.8.x, 10.9.x) or

A Java update published by Apple has affected a large set of OS X users who installed it manually or automatically via System Update. The update in question uninstalls the Apple-provided Java applet plug-in from ALL web browsers. To resolve this:

  • Click here to start downloading Java
  • When prompted, choose to save the file and select your desktop as the destination. Then wait for the download to finish
  • Once the download is completed, close all open web browser windows and return to your desktop
  • Double-click the .dmg file to launch it
  • Double-click on the package icon to launch install Wizard and follow prompts to finish the installation process
  • Once installation is complete, you may need to enable Java plug-in when your web browser is launched. If you do not receive such a prompt, you may need to manually configure your browser per applicable instructions outlined here

Click here if using Macintosh OS X 10.6.x upto 10.7.3 or

A Java update published by Apple has affected a large set of OS X users who installed it manually or automatically via System Update. Please refer to http://support.apple.com/kb/TS2828 for instructions on how to resolve this issue. If these instructions fail to resolve this issue for you, we recommend contacting Apple technical support and seeking help with opening a JNLP file via Java Web Start.

Click here if using Windows

Click here if using Microsoft Windows XP, Vista or 7

This issue is most likely caused by corruption of your operating systems file associations. To attempt to resolve this issue, please follow these instructions.

  • Click on the Start button or orb
  • If using Windows Vista or Windows 7, type 'assoc' (without the enclosing ' ' marks) in the textbox that appears after clicking on the Start button or Orb and press Enter on your keyboard
  • If using Windwos XP, click on Run... and type 'control folders' (without the enclosing ' ' marks) and press Enter on your keyboard, then click on "File Types" tab
  • In this window you will see a table of file names or extensions. Click the "JNLP" or ".jnlp" Name/Extension, then the "Change" or "Change Program" button
  • A new window should appear. You will need to click on "Browse..." on this Window
  • Navigate to C:\Program Files (x86)\Java\jre7\bin\javaws.exe then click on "Open". Some computers may have this file available via C:\Program Files\Java\jre7\bin\javaws.exe location. This file maybe labeled as javaws (without the .exe part in the same directory)
  • Repeat the above 3 steps for the "JAR" or ".jar" file also
  • Press OK for all the windows you have opened and close them
  • Log-in to your account via our website and follow the appropriate link to launch the software

Click here if using Microsoft Windows 8

This issue is most likely caused by corruption of your operating systems file associations. To attempt to resolve this issue, please follow these instructions.

  • Search for "Default Program" on the Start screen and click or tap "Default Programs."
  • Tap or click Associate a file type or protocol with a program
  • Scroll down the list of file types, locate and select the .jnlp file type
  • Click on 'Change program...'
  • Select 'More options' and scroll down and select 'Look for another app on this PC'
  • Navigate to C:\Program Files (x86)\Java\jre7\bin\javaws.exe then click on "Open". Some computers may have this file available via C:\Program Files\Java\jre7\bin\javaws.exe location. This file maybe labeled as javaws (without the .exe part in the same directory)
  • Repeat these steps for the "JAR" or ".jar" file also
  • Close the Set Associations window
  • Log-in to your account via our website and follow the appropriate link to launch the software

Why am I getting "Incompatible Process" (or) "Invalid Key Combination" emails?

Incompatible Process: This is an automated email sent to a subscriber's registered email address when our software detects the presence of an application/process on your machine which is incompatible with our Qbank/Self-Assessment/CCS Interactive software. Please disable the application before using USMLEWorld Qbank/Self-Assessment/CCS Interactive software by following the instructions provided in the email.

Invalid Key Combination: This is an automated email sent to a subscriber when our software detects use of a key combination on your keyboard which is used for capturing screenshots on a computer. Use of these key combinations is discouraged while the Qbank/Self-Assessment/CCS Interactive software is in use.

How do I access Step 3 CCS cases (Read-out as well as Interactive)?

It is recommended that all users disable the pop-up blocker when accessing any courses from USMLEWorld. If a pop-up blocking program is running on your computer, disable it or close the program itself. If you do not wish to close the Pop-up blocker program, you will have to press the keyboard control ('ctrl') key before clicking on any buttons. Release the control key when you get a new window that is open in full screen.

To access Solved Step 3 CCS cases (after it has been activated from your account on our website):

  • Log-in with your username and password
  • Follow the link to launch your STEP 3 CCS course material.
  • On the following page you have two options to chose from and you must chose "Case Management Readout Material" and follow the instructions under that section.
  • You will have to grant clipboard access to gain proper access to all of the Step 3 CCS cases.

To access Interactive Step 3 CCS cases:

  • Log-in with your username and password
  • Follow the link to launch your STEP 3 CCS course material
  • On the following page you have two options to chose from and you must chose "Interactive CCS Software" and follow the instructions under that section

How do I access STEP 2 CS cases

It is recommended that all users disable the pop-up blocker when accessing any courses from USMLEWorld. If a pop-up blocking program is running on your computer, disable it or close the program itself. If you do not wish to close Pop-up blocker program, you will have to press the keyboard control ('ctrl') key before clicking on any buttons. Release the control key when you get a new window that is open in full screen.

To access Step 2 CS cases (after it has been activated from your account on our website):

  • Log-in with your username and password
  • Follow the link to launch your STEP 2 CS course material
  • Click on "I, xxx agree" AFTER carefully reviewing the provided instructions
  • Once you click on "I, xxx agree" a new windows will open with all of the Step2 CS cases
  • You will have to grant clipboard access to gain proper access to all of the Step2 CS cases

I am experiencing problem viewing Step 2 CS videos

It is recommended that all users disable any active pop-up blocker on their system prior to accessing any courses from USMLEWorld. If a pop-up blocking program is running on your computer, disable it or close the program itself. If you do not wish to close Pop-up blocker program, you will have to press the keyboard control ('ctrl') key before clicking on any buttons. Release the control key when you get a new window that is open in full screen.

Our Step 2 CS videos are embedded within the software and require Adobe® Flash® Player, 8.0 or higher installed). Once you have installed the latest version of Adobe® Flash® Player, restart your computer and access the Step 2 CS physical examination videos. On slower connection (dial-up or wireless) it may take a few seconds to buffer the clip for seamless playback and for that reason we recommend pausing the video as soon as it starts for a few seconds. That way when you press the play button a few seconds later the entire interaction will playback clearly without any interruptions.

How do I access Subject Review material?

It is recommended that all users disable the pop-up blocker when accessing any courses from USMLEWorld. If a pop-up blocking program is running on your computer, disable it or close the program itself. If you do not wish to close Pop-up blocker program, you will have to press the keyboard control ('ctrl') key before clicking on any buttons. Release the control key when you get a new window that is open in full screen.

To access Subject Review material (after it has been activated from your account on our website):

  • Log-in with your username and password
  • Follow the link to launch your Subject Review material
  • Click on "I, xxx agree" AFTER carefully reviewing the provided instructions
  • Once you click on "I, xxx agree" a new windows will open with your selected Subject Review material
  • You will have to grant clipboard access to gain proper access to said Subject Review course material

Resolving "Session timed-out" error

You will see this message when your browser's cookie functionality is turned off. Please make sure to enable the cookies prior to logging-in to the courses at USMLEWorld.

Click here if using Internet Explorer

To enable cookies in Internet Explorer 7 or 8:

  • Click Start > Control Panel. (With Windows XP Classic View, click the Windows Start button > Settings > Control Panel)
  • Double-click the Internet Options icon
  • Select the Privacy tab
  • Click Advanced
  • Select "Override automatic cookie handling" under the "Cookies" section in the Advanced Privacy Settings window.
  • Select the "Accept" or "Prompt" option under "First-party Cookies"
  • In the Internet Options window, click OK to exit

Click here if using Mozilla Firefox

To enable cookies in Mozilla Firefox 3.x for Windows:

  • Click Tools > Options
  • Click Privacy in the top panel
  • Set "Firefox will:" to Use custom settings for history
  • Check the box next to "Accept cookies from sites" to enable cookies
  • Click OK

To enable cookies in Mozilla Firefox for Macintosh:

  • Go to the Firefox drop-down menu
  • Select Preferences
  • Click Privacy
  • Set "Firefox will:" to Use custom settings for history
  • Check the box next to "Accept cookies from sites" to enable cookies
  • Click OK

Click here if using Apple Safari

To enable cookies in Safari:

  • Go to the Safari drop-down menu
  • Select Preferences
  • Click Security in the top panel
  • Under "Accept Cookies" select Only from sites you navigate to

Click here if using Google Chrome

To enable cookies in Chrome for Windows:

  • Click the Tools menu
  • Select Options
  • Click the Under the Hood tab
  • Click Content settings in the "Privacy" section
  • Select Allow local data to be set to allow first-party cookies

To enable cookies in Chrome for Macintosh:

  • Select Chrome > Preferences on the menu bar
  • Click the Under the Hood tab
  • Click Content settings in the "Privacy" section
  • Select Allow local data to be set to allow first-party cookies

If cookies in your browser are enabled and you're still seeing an error message that your browser's cookie functionality is turned off, you may need to restart the web browser for the settings to take effect.

Do I need to allow clipboard access to USMLEWorld?

If you are receiving a prompt/alert which says "Do you want to allow programmatic clipboard access?" or "Do you want to allow this page to paste information from your clipboard?" then please follow the instructions to resolve the issue.

For Internet Explorer 7.x and higher:

  • Go to Tools -> Internet Options
  • Go to the Security tab
  • Select "Internet" zone, then click on "Custom level..."button.
  • Scroll down to "Scripting" section (at the bottom few)
  • Under "Allow Programmatic clipboard access" option, check or select (tick) Enable. Default action for this option is Prompt, which cause the pop-up message whenever there is any attempt to access the Clipboard
  • Click OK twice to exit from Internet Options

For Mozilla Firefox:

  • Mozilla Firefox is not recommended for use with STEP2 CS, STEP3 CCS & Subject Review material. We recommend you using Internet Explorer on a Windows computer or Safari on a Macintosh computer.

For Safari:

  • Open Safari Menu, and Preferences
  • Click Security icon and place a checkmark for Enable Plugins, Java, and Javascript
  • Close out of the Preferences window

For Chrome:

  • Google Chrome is not recommended for use with STEP2 CS, STEP3 CCS & Subject Review material. We recommend you using Internet Explorer on a Windows computer or Safari on a Macintosh computer.

If you still cannot find a solution to your problem(s), please contact us directly and include your login information, error message, internet connection details, computer specifications, location of the use (Home, Work, School/Library/Hospital, Public Wi-Fi network), and the detailed steps to replicate the issue you are reporting. We will try our best to resolve your problem as quickly as possible. The typical response time from our staff is 24hrs for any technical query.