This section contains answers to the most frequently asked questions received at the USMLEWorld website. Click on the question to toggle the display of response. If you cannot find the answer to your question on this FAQ page, 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.

General

Payment related

Is the information that I provide is secure?

The personal information that a subscriber provides is always highly secure and encrypted. We never share or give your personal information to third parties NOR do we store any credit card information. When purchasing a subscription, all such payment information is sent over 128-bit encrypted SSL connection to payment gateway. Your credit card payments will be processed using the AuthorizeNet Payment gateway. AuthorizeNet, an InfoSpace service, is the preferred global payment-processing service for e-commerce, providing server-based, multi-currency payment solutions. Thus, this will enable customers to process secure transactions in real time, 24/7, and use multiple currencies.

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 American Express/MasterCard or Visa logo. Your account will be activated upon subscription and can be immediately accessed.

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 activate your account as soon as we receive your payment. 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?

Step2 CS, Step3 CCS and Self-Assessment Exam (SimExam): These subscriptions are non-refundable, non-transferable, and cannot be converted into another subscription.

Step1, Step2 CK, and Step3 Qbank: No refunds are allowed for the first 30-day period of any subscription, unless the subscription has not been in use. 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 is greater. Except as otherwise provided in this refund policy or in the sole discretion of USMLEWORLD, no refunds or cancellations or changes to subscriptions will be allowed.

Note: A $10 transaction processing fee applies on all refund amounts.
Note: The subscriber must notify USMLEWORLD of their intent of a refund during the active period of their susbcription.

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

Credit 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 credit 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 credit 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 Subscribe 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 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 after the credit card number on the back signature strip of Visa, MasterCard and the four digit code located on the front of all American Express cards (see example at http://www.sti.nasa.gov/cvv.html for more information and then try the operation again).

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 the computer you are using has been blocked. There might have been past frequent fraudulent transactions from a similar IP or any IP within a close range. This does not imply that you have made any fraudulent transactions. It is just a security measure that we have adopted to avoid fraud.

In order to properly subscribe, you will have to email/fax your information (name, address, phone #, email address etc.) along with payment information (credit card number, billing address, etc). Fax is the preferred method to send payment information, as it is much more secure than email.

Upon subscription, access to your course material will not be blocked even though you received a "Blocked IP Address" message when purchasing your initial subscription.

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

Unfortunately, we do not offer discounts to individual subscribers for purchase of a new subscription. To inquire more about group discounts, please contact us with below information.

1. Number of students in the group
2. Subscription length (90/180/360 days)
3. School Name
4. Desired Qbank
5. Contact telephone and available timings

Subscription & Account related

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 username and password associated with your active 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. Please be aware of the Eastern Time Zone and your local time zone in order to avoid subscription expiration.

How can I renew/extend my subscription?

Please log into your account by going to our homepage http://www.usmleworld.com. Then click on the "Renew" link available under current active subscriptions. This option provides a list of available "renewal periods and their prices" for the selected course. You can select and renew your existing course for a desired period of time. To qualify for renewal pricing, you will need to renew the course with in 48 hrs from expiration date and time. Renewals are not offered for expired subscriptions, and you will have to purchase a new subscription at full price for the selected duration of time. Additionally, all renewals are effective from the expiration date and not from the day of purchase.

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.

When does my newly purchased subscription begin?

Step1, Step2 CK and Step3 MCQ qbank: Your subscription will start immediately after the purchase once a successful transaction is made. If you do not want to start your subscription immediately, you can notify us with your desired start date with-in 24 hours of subscription purchase.

Step2 CS and Step3 CCS: These subscriptions start immediately after the purchase and cannot be postponed for future use.

Self-Assessment Form(s): Self-assessment module subscription dates are independent of your qbank subscription date/time. It can be activated for the 2-week from our website anytime during or after your qbank subscription dates. The same applies to each purchased form (if multiple forms were purchased).

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.

When does my renewal begin?

All subscription renewals are effective from the current expiration date and cannot be made to start at a later date.

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.

Can I temporarily suspend my subscription?

All subscriptions run continuously for the subscribed period without any intermediate breaks. Subscriptions cannot be suspended temporarily and/or reactivated at a later time.

How can I change my account profile and password?

You can update your profile information and password at anytime by following the "Update Profile" or "Update Password" link once you log-in to your account using your original username/password at www.usmleworld.com. It is critical you keep this information updated as all communications related to your subscription rely on the accuracy of your profile information.

Can I use my subscription from multiple computers?

You are allowed to access your account and use your subscription(s) 24/7, regardless of your location and the computer of choice. 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 computer 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 computers at the same time, it will be immediately terminated without any explanation or refund.

What is the shortest duration I can subscribe for?

The shortest duration for a new subscription is 30 days. Active subscribers whose subscription(s) have not expired can purchase renewals for 7 days and more. Please refer to the respective Qbank description 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.

Qbank related

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

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, please email us your reset request including your username on the day you would like for us to permanently delete your test and performance data.

Renewal of your 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?

• Step1 Qbank, Step2 CK Qbank, or Step3 MCQ: We do not offer guest accounts to test our Qbank software. However, you can view a non-interactive demo of our software from each of the Qbank pages. You will need to have Adobe Flash installed on your system to view the demo.


• Step2 CS or Step3 CCS:
  Step2 CS demo is available at: http://www.usmleworld.com/csaguest.asp
  Step3 CCS demo is available at: http://www.usmleworld.com/ccsguest/ccs_guest_DKA.htm

Content related

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 of Service. We monitor all user activity diligently and repeated attempts to circumvent this may lead to account suspension, termination without refund, and/or legal action.

Step2 CS & Step3 CCS: Certain portions of the Step2 CS and Step3 CCS cases are allowed for printing.

Technical

System Requirements

What type of computer/network can I use?

To optimally utilize our services and all of its unique features, your computer must:

• Have Microsoft Windows 98, ME, 2000, XP or Vista, or Macintosh OS X 10.3.9 or higher
• Use Pentium III 800MHz or faster (Pentium IV 1.5 GHz or higher preferred) processor for Windows and G4 700 MHz or faster (1.2 GHz or higher preferred) processor for Macintosh
• Have a minimum of 128 MB of RAM (256 MB or higher preferred)
• Have Java Runtime Environment version 1.5 for Windows (available at http://javadl.sun.com/webapps/download/AutoDL?BundleId=11027) and version 1.4 or higher for Macintosh (available at http://developer.apple.com/java/download/) installed or you must have administrative rights to install it prior to using our q-bank
• Have a reliable internet service via 56k dial-up or faster (high speed connection preferred)
• Use Internet Explorer v6.0 or higher or Firefox v1.5 or higher for Windows and Safari v1.0 or higher for Macintosh (browser must have javascript and cookies enabled)
• Have a screen resolution of 1024x768 or higher pixels

Please be advised that these are the bare minimum requirements for our software to properly function. The presence of personal firewall (such as Norton, ZoneAlarm, McAfee etc.) or network firewall (setup by school, work, hospital, library, public Wi-Fi administrator), proxy server (setup by school, work, hospital, library, public Wi-Fi administrator), cookie and cache management products may adversely affect your experience.

Can the services be used from a mobile device?

Mobile devices lack the necessary resolution of 1024x768 pixels, hence our services cannot be used from any mobile (or) any hand-held devices.

Installing Qbank/Self-Assessment Exam/CCS interactives software

Installing Java on Windows & launching Q-bank/Self-Assessment Exam/CCS interactives software

1. Click on the link to start downloading Java v1.5 from http://javadl.sun.com/webapps/download/AutoDL?BundleId=11027
2. When prompted, choose to save the file and select your desktop as the destination. Then wait for the download to finish
3. Once the download is completed, close all open web browser windows and return to your desktop
4. Locate the downloaded file called jre-1_5_0_11-windows-i586-p-s.exe on your desktop and double click it to start the installation process
5. Follow prompts to finish the installation process
6. Once Java v1.5 is installed on your Windows computer launch your Qbank/Self-Assessment Exam:
   • Launch Step1 Qbank
   • Launch Step2 CK Qbank (FRED V1.0 Interface)
   • Launch Step3 MCQ Qbank
   • Launch Step1 Self-Assessment Exam (SimExam)
   • Launch Step3 CCS Interactive software

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

Java is a core component of Mac OS X 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.

In the event your Java installation has become corrupted, you may manually download the installer from Apple's web site. For Mac OS X 10.4.8 (Tiger) or later the Java version 1.5 download is available here: http://www.apple.com/support/downloads/javaformacosx104release5.html.

For Mac OS X 10.3.4 (Panther) or later, Java version 1.4.2 is available here: http://www.apple.com/support/downloads/javaupdate142.html.

Our software is designed and tested to work with Macintosh Java v1.5 and v1.4. However, in some rare cases it is necessary to install Java v1.4 on a Mac OS X 10.4.x machine.

Once Java is installed on your computer, you can now launch your Qbank/Self-Assessment Exam:

• Launch Step1 Qbank
• Launch Step2 CK Qbank (FRED V1.0 Interface)
• Launch Step3 MCQ Qbank
• Launch Step1 Self-Assessment Exam (SimExam)
• For users of OS X 10.4.1 or higher Launch Step3 CCS Interactive software
• For users of OS X 10.3.9 Launch Step3 CCS Interactive software

Using Q-bank/Self-Assessment Exam

Resolving "Unable to launch" message

This is typically caused when your Anti-Virus, Anti-Spyware, or cache management software removes portions of the Java cache necessary for our program to properly function. It can also occur when users frequently change their internet connection provider (Work, Library, Personal, Public Wi-Fi etc.).

Most of the times when you receive this message, you will be given an option to click on Details to see further details associated with this error. It may even state the location of the file that failed to launch.
[Click here if using Macintosh OS X 10.3.9 or higher] or [Click here if using Windows 2000, XP or Vista ]

1. Delete your desktop Qbank/Self-Assessment Exam shortcut icon.
2. Click on the Start menu and go to the Control Panel.
3. If the "Show Classic View" option is available in the upper-left corner, click it.
4. Double-click on the Java icon.
5. Click Settings -> Delete Files, then click OK.
6. Click OK once again and close the Java control panel.
7. Log-in to your account via www.usmleworld.com and follow the Qbank/Self-Assessment Exam link to launch the software.

If you encounter this error message in future, you will need to follow the same instructions to resolve it.

For users who have Java v5.0 installed (mostly on OS X 10.4.x or higher):

1. Delete your desktop Qbank/Self-Assessment Exam shortcut icon.
2. Open a Finder window/Macintosh HD.
3. Go to Applications.
4. Find the Utilities folder.
5. Find the Java folder and go to J2SE folder, where you will find Java Preferences. Open this file.
6. The Java Preferences window will open. Select Delete Files under the General tab. (This option has been moved to Security tab under OS X 10.5.5 or higher.)
7. The Delete Temporary Files window will open. Make sure all boxes are checked. Select OK.
8. Log-in to your account via www.usmleworld.com and follow the Qbank/Self-Assessment Exam link to launch the software.

For users who have Java v1.4.2 installed (mostly on OS X 10.3.x or higher):

1. Delete your desktop Qbank/Self-Assessment Exam shortcut icon.
2. Open a Finder window/Macintosh HD.
3. Click on Applications, Utilities, Java, and open Java 1.4.2 Plugin Settings.
4. Click the Cache.
5. Click on the Clear button. Then close the window.
6. Close the Java Plug-in Control Panel.
7. Log-in to your account via www.usmleworld.com and follow the Qbank/Self-Assessment Exam link to launch the software

If you encounter this error message in future, you will need to follow the same instructions to resolve it.

Resolving "Unable to load resource" message

There are two possible reasons for this error:

• Your personal firewall or an Internet Security program may be blocking the access of Java to the internet. Disable the programs and try to access the Qbank/Self-Assessment Exam again. Most common software firewalls (e.g. Norton Internet Security, McAfee Personal Firewall, PC-cillin Personal Firewall, Windows Live OneCare, Webroot Desktop Firewall, ZoneAlarm, etc.) block such access by default.


• If you are accessing the internet via a public terminal or public access point such as School, Work, Library, Hospital, Public Wi-Fi spot, their Firewall and/or Proxy server might be blocking the necessary access of Java to the internet. You will need to either consult with the network administrator for further assistance or limit Qbank/Self-Assessment Exam usage from your personal internet connection.

Resolving Java loading (or) checking for latest version message

There are two possible reasons for this error:

• When a web accelerator is active on your local machine. Disable the programs and try to access the Qbank/Self-Assessment Exam again.


• When you are accessing internet via a public terminal or public access point such as School, Work, Library, Hospital, Public Wi-Fi spot, you will need to either consult the network administrator for further assistance or limit Qbank/Self-Assessment Exam usage from your personal internet connection.

Resolving "Unable to connect" or "Connection timeout" message

There are two possible reasons for this error:

• Our services need sustained internet access to authenticate user log-ins, download Qbank/Self-Assessment Exam images, Qbank/Self-Assessment Exam content, and software updates. If connection is lost or your internet connection is not reliable, you will receive this message. To remedy this situation, please confirm that you have internet connectivity and are getting stable data transfer speed. If you are connected via Wireless connection, please ensure that you are getting the highest signal quality and connection speeds.


• Your ISP performs the DNS lookup function each time you access a name on the internet (e.g. turns an internet name like 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 your Internet Service Provider. (Most of the times this issue resolves in 3-5 hours depending on the DNS cache your ISP is refreshing or rechecking.)
  
  As an alternate we can suggest using a third-party DNS server such as the OpenDNS service to avoid future problems. You can find instructions and setup help for using OpenDNS on https://www.opendns.com/start

Software freezing while generating or reviewing a test

This is a problem related to Java v1.6 on Windows computers and Java SE 6 on Intel based Macintosh computers. This issue can also be triggered by a recent update of Java on your computer (either via automatic update or manual update installation). Please click on the below Operating System specific link for the instructions to resolve this issue:
[Click here if using Macintosh OS X 10.5 or higher] or [Click here if using Windows 2000, XP or Vista ]

1. Click on the link to start downloading Java v1.5 from http://javadl.sun.com/webapps/download/AutoDL?BundleId=11027.
2. When prompted, choose to save the file and select your desktop as the destination. Wait for the download to finish.
3. Once the download is completed, close all open web browser windows and return to your desktop
4. Locate the downloaded file called jre-1_5_0_11-windows-i586-p-s.exe on your desktop and double click it to start the install process.
5. Follow prompts to finish the install process.
6. Click on the Start menu and go to the Control Panel.
7. If the "Show Classic View" option is available in the upper-left corner, click it.
8. Double-click on the Java icon.
9. Under "Java" Tab
   • Click on "View" button in "Java Application Runtime Settings"
   • A new window will pop up. In that window, under the "User" tab, you will find listings of the all the JRE installed on the system.
   • Make sure that under "Enabled" column, ONLY v1.5.0_11 is enabled. If others are enabled, uncheck them.
10. Press "OK"
11. Press "Apply"
12. Press "OK" for the main window

Launch the software again to verify resolution of this issue. If the issue still persists, clear your system's Java cache per the instructions below:

1. Delete your desktop Qbank/Self-Assessment Exam shortcut icon.
2. Click on the Start menu and go to the Control Panel,
3. If the "Show Classic View" option is available in the upper-left corner, click it.
4. Double-click on the Java icon.
5. Click Settings -> Delete Files, then click OK,
6. Click OK once again and close the Java control panel.
7. Log-in to your account via www.usmleworld.com and follow the Qbank/Self-Assessment Exam link to launch the software.

1. Double-click on your MacintoshHD icon
2. Click on Applications -> Utilities -> Java
3. Double-click on Java Preferences
4. In this dialog box
5. • Under 'Java Applet Runtime Settings', select ONLY 'J2SE 5.0'
   • Under 'Java Application Runtime Settings', move J2SE 5.0 at the top and J2SE 1.4.2 underneath it. Other options can stay where they are without any change.
6. Save these changes and return to your desktop.

Relaunch your Qbank/Self-Assessment Exam from your desktop icon or directly from our website to confirm resolution of this issue

Unable to view long answers (or) explanation in test is getting cut off

This problem may be due to your current screen resolution. Please make sure that your screen resolution is set to 1024 X 768 or higher before accessing the Qbank/Self-Assessment Exam.
[Click here if using Macintosh OS X 10.3.9 or higher] or [Click here if using Windows 2000, XP or Vista ]

1. Click on the Start menu and go to the Control Panel.
2. If the "Show Classic View" option is available in the upper-left corner, click it.
3. Locate Display, or Personalize (for Windows Vista)
4. Switch to the tab - "Settings"
5. Make sure the slider for screen resolution is set to 1024 X 768 or higher. If it is set to a lower resolution, slide it to the specified resolution. Click on "Apply". If the operating system prompts you to keep the settings, select "Yes".
6. Click on "OK".

1. Open System Preferences (either from the Dock or from the Apple menu).
2. Open the Display Panel and choose the Display tab.
3. On the left of the Display tab you can select 1024x768 or higher from the Resolutions provided.
4. Quit or close the System Preferences when done.

Why are images in questions not loading?

The problem might arise if you lose your internet connection while taking a test. The test is downloaded on your machine while the images 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 will not load. This is especially true if you are using a wireless or dial-up connection.

Try using a wired connection from your computer to your internet access point. 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.

What is the use of "Resume" option

"Resume" option is designed to allow users who accidentally ended a test without answering all questions to re-enter the test to answer all remaining questions. It also allows users to re-enter a previously suspended test and resume work on it. If you attempt to use "Resume" option on a test you answered completely before, all of your previous highlights, markings and answers will already be present in the test block. Additionally, if you use the "Resume" option with a timed test, you will have the full duration to work on said test block.

Prior highlights are not visible (or) unable to create new highlights

The highlight feature is resource intensive and hence, the available resources are calculated at the time the test is launched. If enough resources are not available, then the feature will be disabled. If you are running multiple programs concurrently at the time of taking a test, then your computer system's resources may not be sufficient enough to properly run the highlight feature. In addition, since the resources are calculated automatically through the script, we cannot turn it off or on specifically for your machine.

You might want to disable or quit unwanted programs (like instant messengers etc.) and close all browsers before you launch a test. We have found that minimizing the number of active programs on the computer when taking a test has helped many users in the past use the highlight function without any hassle.

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 from your account and adjustments cannot be made to the used/unused/incorrect/marked question pool. If you are concerned about your cumulative score or if you have accidentally closed/exited a test that you would like to re-enter, then you can use "Resume" option associated with said test from "Previous Test" section. If you are accessing our Step3 MCQ via a web interface you will need to contact us with your username and the test ID number(s) that you would like suspended.

Resolving "Invalid argument error"

This is typically caused when your Anti-Virus, Anti-Spyware, or cache management software removes portions of the Java cache necessary for our program to function. It can also occur when users frequently change their internet connection provider (Work, Library, Personal, Public Wi-Fi, etc..)
[Click here if using Macintosh OS X 10.3.9 or higher] or [Click here if using Windows 2000, XP or Vista ]

1. Click on the Start menu and go to the Control Panel.
2. If the "Show Classic View" option is available in the upper-left corner and click it.
3. Double-click on the Java icon.
4. Click Settings -> Delete Files, then click OK.
5. Click OK once again and close the Java control panel.
6. Log-in to your account via www.usmleworld.com and follow the Qbank/Self-Assessment Exam link to launch the software

If you encounter this error message in future you will need to follow these instructions to resolve it.

For users who have Java v5.0 installed (mostly on OS X 10.4.x or higher):

1. Open a Finder window
2. Go to Applications.
3. Find the Utilities folder.
4. Find the Java folder and go to J2SE folder, where you will find Java Preferences. Open this file.
5. The Java Preferences window will open. Select Delete Files under the General tab.
6. The Delete Temporary Files window will open. Make sure all boxes are checked. Select OK.
7. Log-in to your account via www.usmleworld.com and follow the Qbank/Self-Assessment Exam link to launch the software.

For users who have Java v1.4.2 installed (mostly on OS X 10.3.x or higher):

1. Open a Finder window
2. Click on Applications, Utilities, Java and open Java 1.4.2 Plugin Setting.
3. Click the Cache
4. Click on the Clear button. Then close the window.
5. Close the Java Plug-in Control Panel.
6. Log-in to your account via www.usmleworld.com and follow the Qbank/Self-Assessment Exam link to launch the software.

If you encounter this error message in future, you will need to follow these instructions to resolve it.

Disable Java v1.6 on Windows

Our software is designed to function with Java v1.5 and higher versions. On some systems, it is necessary to disable/bypass Java v1.6 and solely use Java v1.5.

These steps outline how to disable Java v1.6 on your system:

1. Click on the link to start downloading Java v1.5 from http://javadl.sun.com/webapps/download/AutoDL?BundleId=11027
2. When prompted, choose to save the file and select your desktop as the destination. Wait for the download to finish.
3. Once the download is completed, close all open web browser windows and return to your desktop.
4. Locate the downloaded file called jre-1_5_0_11-windows-i586-p-s.exe on your desktop and double click it to start the installation process.
5. Follow prompts to finish the installation process.
6. Click on the Start menu and go to the Control Panel.
7. If the "Show Classic View" option is available in the upper-left corner, click it.
8. Double-click on the Java icon.
9. Under "Java" Tab
   • Click on "View" button in "Java Application Runtime Settings."
   • A new window will pop up. In that window, under the "User" tab, you will find listings of the all the JRE installed on the system.
   • Make sure that under "Enabled" column, all versions are unchecked except for v1.5.0_11
10. Press "OK."
11. Press "Apply."
12. Press "OK" for the main window.

Resolving "required field missing" error

This is typically caused when your Anti-Virus, Anti-Spyware, or cache management software removes portions of the Java cache necessary for our program to function. It can also occur when users frequently change their internet connection provider (Work, Library, Personal, Public Wi-Fi, etc.).
[Click here if using Macintosh OS X 10.3.9 or higher] or [Click here if using Windows 2000, XP or Vista ]

1. Delete your desktop Qbank/Self-Assessment Exam shortcut icon.
2. Click on the Start menu and go to the Control Panel.
3. If the "Show Classic View" option is available in the upper-left corner, click it.
4. Double-click on the Java icon.
5. Click Settings -> Delete Files, then click OK.
6. Click OK once again and close the Java control panel.
7. Log-in to your account via www.usmleworld.com and follow the Qbank/Self-Assessment Exam link to launch the software.

If you encounter this error message in future, you will need to follow these instructions to resolve it.

For users who have Java v5.0 installed (mostly on OS X 10.4.x or higher):

1. Delete your desktop Qbank/Self-Assessment Exam shortcut icon.
2. Open a Finder window.
3. Go to Applications.
4. Find the Utilities folder.
5. Find the Java folder and go to J2SE folder, where you will find Java Preferences. Open this file.
6. The Java Preferences window will open. Select Delete Files under the General tab.
7. The Delete Temporary Files window will open. Make sure all boxes are checked. Select OK.
8. Log-in to your account via www.usmleworld.com and follow the Qbank/Self-Assessment Exam link to launch the software.

For users who have Java v1.4.2 installed (mostly on OS X 10.3.x or higher):

1. Delete your desktop Qbank/Self-Assessment Exam shortcut icon.
2. Open a Finder window.
3. Click on Applications, Utilities, Java. Then open Java 1.4.2 Plugin Setting.
4. Click the Cache.
5. Click on the Clear button. Then close the window.
6. Close the Java Plug-in Control Panel.
7. Log-in to your account via www.usmleworld.com and follow the Qbank/Self-Assessment Exam link to launch the software.

If you encounter this error message in future, you will need to follow these instructions to resolve it.

Resolving "retrieving data due to incorrect format.." for STEP3

This error occurs due to loss of internet connectivity while a set of STEP3 Qbank questions are marked or a test is generated using questions that are part of a set. This is especially true if you are using a wireless or dial up connection. Try using a wired connection from your computer to your internet access point to avoid this issue in future. To resolve this issue, please contact us along with your username and we will fix the error.

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

Suspicious Process: This is an automated email sent to a subscriber when our software detects the presence of an application/process on your machine which is incompatible with our Qbank/Self-Assessment Exam. Please disable the application before you try to use USMLEWORLD Qbank/Self-Assessment Exam 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 Exam is in use.

Using CCS interactive Software

Using CCS interactive Software

It is highly recommended that you use and review the documentation provided with Primum Computer-Based Case Simulations offered freely by USMLE on their "Orientation and Practice Materials" page located at http://www.usmle.org/examinations/practice_materials.html prior to subscribing or using our Step3 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.

Using website

Accessing STEP3 CCS 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 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 Step3 CCS cases:

1. Log-in with your username and password on http://www.usmleworld.com
2. Follow the link to launch your STEP3 CCS course material.
3. 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.
4. You will have to grant clipboard access to gain proper access to all of the Step3 CCS cases.

To access Interactive Step3 CCS cases:

1. Log-in with your username and password on http://www.usmleworld.com
2. Follow the link to launch your STEP3 CCS course material.
3. 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.

Accessing STEP2 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 Step2 CS cases:

1. Log-in with your username and password on http://www.usmleworld.com
2. Follow the link to launch your STEP2 CS course material.
3. Click on "I, xxx agree" AFTER carefully reviewing the provided instructions.
4. Once you click on "I, xxx agree" a new windows will open with all of the Step2 CS cases
5. You will have to grant clipboard access to gain proper access to all of the Step2 CS cases

Problem viewing Step2 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.

Additionally confirm you are clicking on "Physical Exam Videos" on the left hand navigation bar followed by clicking on "Click Here to Download/Play the clips" which will open a new browser window with list of available video content. If the new window does NOT open, that means you have a Pop-up blocker that is active hence you are not able to get the dialog box with list of all available videos.

Our Step2 CS videos are available in two formats:

• AVI: AVI videos can be played by Windows Media Player and most windows computers already have this software installed by default. For AVI clips, please right click on each "DOWNLOAD/PLAY" link and select option "Save Target as", once the 'save as' pop-up opens please save the clip on to your desktop. Please download all clips like this (download only AVI or RM clips, as the content is same on both formats). Once the clip is saved on your desktop just double-click on it to launch it automatically in Windows Media Player.
  
  AVI format clips are for high-speed connections only and not for dial-up connections like AOL, NetZero etc. Please download ONLY RM/RAM format clips to play with RealPlayer as AVI format cannot be played with RealPlayer. You have to use Windows Media Player for AVI format clips using a active high-speed connection.


• RM/RAM: For RM/RAM clips, please right click on each "DOWNLOAD/PLAY" link and select option "Save Target as", once the 'save as' pop-up opens please save the clip on to your desktop. Please download all clips like this (download only RM clips if you have dial-up connection, as the content is same on both formats). Once the clip is saved on to your desktop you can play them with RealPlayer.
  
  RM videos can only be played with RealPlayer which most computers do not have but can download it from http://forms.real.com/real/player/blackjack.html. Once you have installed RealMedia player you can double-click on the downloaded RM file to play it.
  
  Note: RealPlayer is a software that is available for free. If you are prompted to make payment for it, there is a good chance you are downloading/purchasing RealPlayer subscription which you do NOT need to review our videos.

Problems viewing the Qbank demo

The demo uses Adobe Flash to play a brief movie that shows a non-interactive demonstration of our software and its various features. If you are having trouble displaying this demo, then you may not have the Adobe Flash program installed on your computer or you may need to update your existing Flash program.

To download or update Adobe Flash for Windows, visit http://www.adobe.com/products/flashplayer/

To download or update Adobe Flash for Macintosh, visit http://www.adobe.com/shockwave/download/download.cgi?P1_Prod_Version=ShockwaveFlash&P2_Platform=MacOSX

Resolving "Session timed-out" error

Are you using a browser that does not support cookies? Or do you have cookies disabled on your computer? Please make sure to enable the cookies prior to logging-in to the courses at USMLEWorld.

• To enable cookies in Internet Explorer 6.x and higher:
  1. Click on the Tools in Internet Explorer file menu.
  2. Click on the Internet Options item in the menu - a new window will open.
  3. Click on the Privacy tab near the top of the window.
  4. Move the slider lower so that is on one of the levels below Medium High.
  5. Save changes by clicking OK.
  
  
• To enable cookies in Mozilla Firefox:
  1. Click on the Tools-menu in Mozilla.
  2. Click on the Options... item in the menu - a new window will open.
  3. Click on the Privacy selection in the left part of the window.
  4. Expand the Cookies section.
  5. Check the Enable cookies and Accept cookies normally by checking on the appropriate box
  6. Save changes by clicking OK.
  
  
• To enable cookies in Safari:
  1. Click on the Safari-menu in Safari.
  2. Click on the Preferences... item in the menu - a new window will open
  3. Click on the Security icon near the top of the window.
  4. Select Accept Cookies Always or Only from sites you navigate to.
  5. Save changes by clicking OK.

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 clip board?" then please follow the instructions to resolve the issue.

• For Internet Explorer 6.x and higher:
  1. Go to Tools -> Internet Options.
  2. Go to the Security tab.
  3. Select "Internet" zone, then click on "Custom level..."button.
  4. Scroll down to "Scripting" section (at the bottom few).
  5. 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.
  6. Click OK twice to exit from Internet Options.
  
  
• For Mozilla Firefox:
  • Mozilla Firefox is not recommended for use with STEP2 CS and STEP3 CCS material. We recommend you use Internet Explorer built-in with your Windows Operating System.
  
  
• For Safari:
  1. Open Safari Menu, and Preferences.
  2. Click Security icon and place a checkmark for Enable Plugins, Java, and Javascript.
  3. Close out of the Preferences window.

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 queries.