Resolving "Unable to launch the application" message
Resolving "Unable to connect" or "Operation timed out" or "Connection Reset/Refused"
How can I renew/extend my subscription?
Can I reset/delete my Qbank test history (or) start all over again?
When does a New purchase/Renewal begin?
545 E. John Carpenter Freeway, Ste 1600
Irving, Texas 75062
Monday to Friday 9AM to 5PM CST
Fax: (972) 887-3296
(Support 7-days a week)
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:
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 register 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 "UWorld". Please send the payment(s) to the address in the contact us section.
Unfortunately, we do not accept cash via mail, currencies other than U.S. dollars, PayPal, or payments via fax.
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 UWorld are final.
USMLE Step 2 CS, Step 3 CCS, Subject Reviews & Self-Assessment Exams: These subscriptions are non-refundable, non-transferable, and cannot be converted into another subscription.
All Qbanks: 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: All refunds, pro-rated or otherwise must be requested within 360 days of original purchase. Refunds for purchases made more than 360 days ago will be issued as nonrefundable store credit.
Note 3: The subscriber must notify UWorld 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). No refunds will be offered for expired subscriptions.
Note 4: For combination package purchases, individual subscription fees will be applied when calculating the refund.
Note 5: 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).
Can I upgrade or downgrade my subscription purchase?
You may request to upgrade or downgrade your subscription purchase as long as it has not been activated. If you purchase a combination package, all included subscriptions must be unused. Please be advised that current subscription pricing will apply.
If your subscription has been activated, unfortunately, we cannot upgrade it retroactively. If seeking to downgrade, please refer to our refund policy for available options.
Do you offer shorter duration or custom packages?
Unfortunately, we do not offer custom duration(s) or combination packages other than those outlined on the website. Please refer to our purchase page for currently available subscriptions (including discounted combination packages for some products).
Moreover, the minimum duration of a new Qbank subscription purchase is 30 days and are not available in any other shorter or custom durations. The self-assessment exam subscriptions are for 14 days each. Subscribers whose active subscription(s) have not expired can purchase renewals from 7-days or more at any time before their active subscription expires. Please refer to the respective course description page for renewal options.
Can I get a guest account or a free trial?
We do not offer guest/trial accounts to test our software and to view materials. However, we offer a demo on each of our product pages which contains a sample of the product interface and a few sample questions.
Can I purchase a subscription as a gift?
It is possible for you to purchase a subscription as a gift for someone else. However, the intended recipient will need to register an account on our website (or have an account registered for them, with their profile information entered accurately). If the user is present at the time of purchase, the purchase can be made from their account on our website using any credit or debit card with a Visa, MasterCard, American Express, or Discover logo.
If the user is not present, or you wish for the gift to be a surprise, please contact Support directly using the contact form to arrange payment for the gift subscription. Please be prepared to provide the user's registered email address so the account can be located.
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 subscribe, you will need to access our website via an alternate internet access point, or submit your order via mail (please see "What form of payment(s) to you accept?" for required details if purchasing by mail). If you prefer not to purchase via mail order, please contact Support directly using the contact form for other options.
Upon subscription, access to your course material will not be blocked even though you received a "Blocked IP Address" message initially. Due to insecure nature of email communication, do not submit payment details (card number, expiration date, security code) via email.
My purchase did not complete/Why did my purchase fail?
There are several possible scenarios that may result in a purchase error when attempting a purchase on our website.
Why was I charged multiple times?
If any of your initial purchase attempts failed, they may still appear on your bank statement as pending charges. Pending charges appear on your bank statement when authorization is requested, but you not be charged for any unsuccessful or declined transactions. Pending charges typically clear automatically within 2-5 business days. Please contact your card issuing bank for more information regarding pending charges.
How can I get a copy of my payment receipt?
Please login to your account on our website using your registered username and password combination. From the My Account page, click on Billing to access your purchase receipts. You may then review or print the receipts from this page.
Is the information that I provide secure?
The personal information that a subscriber provides is highly secure and the credit/debit card information will not be stored after processing the transaction. When purchasing a subscription, all payment information is sent over a 128-bit encrypted SSL connection to payment gateway.
How can I renew/extend my subscription?
Please login to your account and click on the Renew button. This option provides a list of available renewal durations and their prices for the selected course. You can select Buy and renew your existing course for the desired duration of time.
A renewal is an extension of time to continue accessing an active subscription, and it will not start the subscription over or provide a reset. Since a renewal is an extension to an already active subscription, it is effective from the existing expiration date, NOT from the date of purchase, and cannot be deferred to start at a later date/time.
To qualify for renewal pricing, 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 to gain access to the material.
Note: All times and dates displayed for subscription expiration correspond with 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.
When does a New purchase/Renewal begin?
New Purchase: All new 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.
Can I renew an expired subscription?
Unfortunately, renewals are not offered for expired subscriptions and you will have to purchase a new subscription at regular price to regain access to the material.
However, if access to historical data is a concern, we can help restore it in a newly purchased subscription upon request (as long as it is purchased using the same username and it is within 180-days from your previous subscriptions expiration date). This is not an automatic process and must be requested via email after you purchase your subscription and before activation. Please be sure to include your username in the email when requesting a restore. Once a request is submitted, do NOT access/activate or attempt to use the course material until we have a chance to perform the restore operation of your data.
The restore process is performed during our office hours of 10AM - 6PM (M-F, New York Time) and typically takes 2-4 hours. Once a restore of your historical data is performed, we will notify you via email so you can start using your subscription with access to your historical test data.
Why can't I see the subscription I purchased 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.
Unsupported Mobile App: Complimentary Qbank access via mobile app reiles on separate app for USMLE, Boards, and NCLEX Qbanks. Mobile apps are not available for non-Qbank offerings.
Can I temporarily suspend my active subscription?
Once activated, a subscription will run continuously for the subscribed duration without any intermediate breaks. A subscription cannot be suspended temporarily and/or reactivated at a later time.
I forgot my username/password, how can I retrieve it?
Typically, the username in our system is the same as the registered email address. Please use the full username/email address and associated password to sign into your account via our sign in page.
If you have forgotten your password, please enter your email address in the field under Forgot Password? to reset your password. You may be required to answer a security question correctly in order to set a new password without the password reset link. This security question will be one of the two questions you chose while registering your account.
Please note that you must specify your registered email address in the Forgot Password? retrieval dialog box as we do not send these instructions to alternate email addresses. Some mail servers may flag the automatic password retrieval message as spam and hence, we recommend you check your spam/junk mail folder as well.
If you are unable to locate the login retrieval email (or no longer have access to the originally registered email address), please contact firstname.lastname@example.org for further assistance.
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.
The username in our system is the same as your email address. The updated email address will become your new username. You may need to update saved login information on any devices set to save your username and password.
You may update your registered email address by doing the following:
To update your password, please fill the required fields under Change Password section.
Note: For security reasons, we do not discuss account/subscription related concerns via a non-registered email address (the email address being used to communicate with us MUST match the one in profile details).
How do I activate and/or access my subscription?
Please be advised that a subscription goes into effect from the time it is activated and not from the time of setup/purchase. It can be activated from our website immediately or anytime thereafter without any set deadline for activation.
If your initial purchase consists of multiple courses (QBank, Self-Assessment exam, CCS, etc.), you must activate each of them individually via your account on our website.
To activate and/or access a subscription:
How do I access STEP3 CCS cases (Read-out as well as Interactive)?
It is recommended that all users disable the pop-up blocker when accessing any courses from UWorld. 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 STEP3 CCS Readout Cases:
To access STEP3 CCS Interactive Cases:
How do I use the STEP3 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.
How do I access STEP2 CS cases?
It is recommended that all users disable the pop-up blocker when accessing any courses from UWorld. 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 USMLE Step 2 CS cases (after it has been activated from your account on our website):
How do I access the CCS and Self Assessment Exam software on my mobile device?
We do not offer a CCS Interactive Cases app or Self Assessment Exam app for mobile devices at this time. However, you can access the CCS Read-out Cases using the web browser on your mobile device directly from our website.
In order to access the STEP3 CCS Read-out cases, please follow these steps:
How do I access Subject Review material?
To access Subject Review material:
I want to reset/delete my Qbank test history (or) start all over again, is this possible?
Resets are offered to Qbank subscriptions which meet a minimum purchased duration of 180 days (6 months). Qbank subscriptions which are not at least 180 days in duration cannot be reset. Once a reset has been used, a subscription cannot be reset again, regardless of the duration remaining on the subscription or purchase of additional renewals. A subscription can be reset in the following scenarios:
Purchasing a renewal will not reset your subscription. If the subscription has been reset already, it cannot be reset again. If you wish to start your subscription over after it has already been reset once, you will need to allow the subscription to expire and purchase a new subscription (not a renewal).
Self Assessment Exams, STEP3 CCS, STEP2 CS, and Subject Review subscriptions cannot be reset.
Can I restore data from a previous subscription/pick up where I left off?
If access to historical data is a concern, we can help restore it in a newly purchased subscription upon request (as long as it is purchased using the same registered username/email address). This is not an automatic process and must be requested via email after you purchase your new subscription and before activation. Please be sure to include your username in the email when requesting a restore. Once a request is submitted, do not access/activate or attempt use of the course material until we have a chance to perform the restore operation of your data. If the new subscription has been activated and any tests have been generated, it is not possible to restore previous data.
The restore process is performed during our office hours of 10AM - 6PM (M-F, New York Time) and typically takes 2-4 hours. Once a restore of your historical data is performed, we will notify you via email so you can start using your subscription with access to your historical test data.
How do I reuse questions with no reset option available (to avoid repetition)?
If you want to redo certain questions, we recommend that you first mark these questions during your review, and then generate new tests using Marked question mode. To mark a question, click the checkbox beside the red flag icon during testing or review (on mobile devices, tap the red flag icon to mark the question).
Once a test is generated using Marked question mode, the questions which were used in that test will be automatically removed from the Marked question pool. In this manner, you could work through the Qbank or select individual subjects a second time through, per your preference.
Further, if you would like to generate the same questions in a new test a third/fourth/etc. time, you will need to mark those questions again (as each time a test is generated using Marked question mode, the questions are removed from the Marked pool).
Do I get more questions if I purchase a renewal?
A renewal will not grant a new set of questions. Renewals are an extension of time to continue accessing an existing subscription, and it will not start the subscription over or provide any additional content that is not already available.
All active subscribers have access to the same content and the same number of questions, regardless of when their subscription was purchased or how long the subscription has been active. As an active subscriber, you immediately have access to any new content that is added to the Qbank in the Unused question pool. Additionally, any existing questions that are updated are automatically made available in your active Qbank subscription. In this manner, we keep our content up to date and ensure that every subscriber has access to all the latest content.
How frequently is the course material updated/added?
Subscription material is updated to account for changes in medical practice, new scientific discoveries, changes in terminology or dignostic procedure, or changes to the content and format of the exam. When changes to the exam are announced, we immediately begin reviewing all of our content to ensure that it is compliant with any announced changes. Any updates to existing material, or new material that is added, are automatically made available to all active subscribers. You have access to the latest material regardless of when your subscription was purchased or how long it has been active.
Each question contains a date of last update in the lower right-hand corner of the question. However, we are not able to provide an update schedule or an estimated number of questions which might be added/updated within a particular time frame.
How can I get extra time for my Self Assessment Exam test blocks?
Our software is designed to mimic the actual test experience, and therefore each of the test blocks is timed at 60 minutes like the actual exam. However, if you receive accommodations for testing, we can adjust time on each of the test blocks accordingly. To request an extension of time for your Self Assessment Exam test blocks:
What is the Self Assessment Exam?
General Exam Info:
The Self Assessment Exam provides detailed analysis of your relative strengths and weaknesses in different subjects and systems. It also provides an approximate 3-digit USMLE score based on UWorld historical data. The questions used in the Self-Assessment Exam are unique and are not the same as the Qbank questions.
This software is designed to simulate the exam setup with timed exam blocks. You can work on all 4 blocks back to back to replace the first half of exam day. If you choose, you can pause in the middle or at the end of each block and resume later. You will have up to one (1) hour to complete each block, with a cumulative test time of 4 hours to complete the entire exam. You will have an opportunity to take a break at the end of each block. While this simulated exam can only be taken once, the subscriber has the option to review the entire exam for up to two weeks from the time of activation.
The Assessment Score: Is generated using our internal proprietary algorithm (with a range of 200 - 800) and is used only as a means to plot the graphical data.
The Approximate 3 Digit Score: Is calculated using data comparison with other users who took the same test block as you and is relative to yours.
As we describe in detail on the Score page (in the section below all the charts), Assessment score of 200 is considered mediocre. The best way to understand and use this data is to view the chart and ensure:
These scores are an estimate based on other users performance in our self-assessment exam and users typically do not share their exact score after the test for us to generate any direct correlation with the data. Based on the feedback we received from prior subscribers, their score was accurate within 10 points within 7 days of taking our self-assessment exam. This gap increased as their test date was further away from them taking our self-assessment exam.
You may also want to consult the official USMLE Scores & Transcripts page to see how your three digit score stacks up against USMLE's minimum three-digit passing score.
Specific to STEP1 Self Assessment Exams:
A majority of individuals work on Self-assessment Exam Form 1 before using their Qbank to establish a baseline of their performance and identify their strong and weak subject areas. They then proceed with use of the Qbank to work on their weak subject matter. Finally, before taking their actual exam, they work on Self-assessment Exam Form 2 to confirm their progress.
Is it possible to reset Self-Assessment Exam history?
Unfortunately, it is not possible to reset Self Assessment Exam subscriptions. If you would like to retake the exam, you will either need to wait until the current Self Assessment subscription expires and purchase a new subscription under the same account/username or purchase a new subscription immediately under a different account/username.
Please be advised that we do not maintain alternate versions of the exam, and if you purchase a new subscription, it will consist of the same questions.
Can I save my subscription content to my hard disk or print the material?
Printing, saving, copying, screen capture, etc. of UWorld 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. All of our subscriptions are available for online use only. Any print copies or offline copies of UWorld are unauthorized reproductions and are considered illegal.
Certain sections of your subscription can be printed for your records. These pages will be indicated with a Print option or a printer icon.
Qbank & Self Assessment Exam Subscriptions: Notes may be printed from the Notes tab. Analysis may be printed per test. Cumulative performance/score report may be printed from the Performance section.
STEP2 CS, STEP3 CCS: Sample patient notes from the STEP2 CS may be printed. Some reference pages which include a Print icon may be printed. STEP3 CCS Read-out (non-interactive) cases may be printed.
No other section of any subscription is available for print.
Why do you need access to photos on my iOS device?
We understand your concerns about privacy and respect the privacy of all our users. However, we need access to photos as all screen captures are stored within "Photos" section. We do not require entire access as we do not sample pictures at any time nor do we transmit any pictures. We just track the number of pictures present in this folder while test blocks are active. With the new iOS update Apple has separated various levels of access, but there is no granularity offered by Apple in terms of access to Photos. It is all or nothing and hence, we request this access.
If you are concerned about privacy, please feel free to use our fully functional desktop application. Mobile apps are designed to complement the desktop application and are not intended to fully replace regular access from a laptop or desktop system.
What are the system/device/network requirements?
The UWorld products are compatible with most Windows and Mac laptop or desktop systems (Mac OS X 10.8 or higher and Windows 7 or higher). Additionally, we offer mobile applications compatible with Android, iOS and Kindle devices (Android 4.0 or higher, iOS 8.0 or higher, Kindle Fire or higher). Unfortunately, UWorld does not support Linux, Chromebook, or Windows Mobile devices. Our full system requirements are available for review here.
Can the Qbank services be used from a mobile device?
Access to Qbank subscriptions is offered through our companion application for Android, iOS, and Kindle devices. The companion app is provided as a courtesy for convenient access on the go, and is not intended to replace primary access from a laptop or desktop system. Refunds or other compensation will not be provided due to inability to access the subscription from a mobile device. Only Qbank subscriptions are accessible via mobile devices.
Please verify that your mobile device meets our system requirements, and then download the app through your device's app store. Depending on which subscription you purchased, you will need to download the corresponding mobile application (UWorld USMLE for STEP1, STEP2, and STEP3; UWorld NCLEX for NCLEX-RN and NCLEX-PN; UWorld Boards for ABIM and ABFM). If you receive a "subscription not purchased" error when you attempt to sign in, please check to be sure you have downloaded the correct app.
How do I install my subscription on Windows (7, Vista, 8 or 10)?
How do I install my subscription on Mac (OS X 10.8.0 or higher)?
Download Java for Mac OS X.
Update Java to the latest version (Oracle Java).
How do I install the mobile application for USMLE, NCLEX, or Boards Qbank?
Complimentary Qbank access via our mobile app reiles on separate app for USMLE, Boards, and NCLEX Qbanks. Mobile apps are not available for non-Qbank products. Access via mobile devices is provided as an additional feature, but it is not intended to be a replacement for computer access.
Download on the App Store
Get it on Google Play
Available on Kindle Fire
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.
Resolving "Unable to launch the application" error
When connecting using different internet access points, or at times during regular use of the Qbank, the Java cache (which stores temporary files associated with UWorld's desktop clients) may become corrupted, which can prevent your subscription from launching properly. The following instructions will clear the temporary files from the Java cache and will usually resolve most "Unable to Launch" errors. This will not affect your subscription data, as all of your subscription data is stored securely on our remote servers.
If using Mac (OS X 10.8.x to 10.11.x)
If using Windows (7 to 10)
If the issue persists, please contact email@example.com with a screenshot of the Exception tab found when clicking Details on the error message. This will allow our support representatives to determine the cause of the error and provide further instruction.
Resolving "Unable to Connect / Connection or Operation timed out / Connection Refused or Reset" error
There are few possible reasons for this issue:
As an alternative, we 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/computer (this is a free service and does not require registration for use).
You can also try to access our services from an alternate internet access point while your ISP works on addressing the DNS lookup issue.
Resolving "Failed to validate certificate" error
For Mac systems:
If the error persists after attempting the above instructions, you may need to clear your Java cache. Please refer to the Resolving "Unable to launch the applicaiton" error section for instructions on how to clear the Java cache.
Resolving "Unable to load resource - Failed Download Exception" error
This indicates that there may be a firewall on your computer and/or network that is preventing our software from accessing our servers, or you may be connecting through a proxy server. Our software requires sustained, direct and unrestricted inbound/outbound internet access by Java to www.uworld.com
If you are receiving this error while connecting on a home/private network, we recommend that you temporarily disable any network security programs such as antivirus/firewall and attempt to sign in again. If you are able to sign in with the security programs disabled, you will need to add an execption in these programs for connections to http://www.uworld.com/ and may also need to add exceptions for Java. Alternately, you can try connecting with a different device on the network to determine whether the issue is the system's security programs or a security setting on the network as a whole. If the issue persists, refer to the Resolving "Unable to launch the application" error for instructions on how to clear your Java cache and set your network settings to Direct Connection.
Resolving long launch time and/or stuck on "Authenticating User" error
If your subscription freezes during login or will not proceed past the "Authenticating User" stage, this typically means that the client is unable to establish a sustained connection to our servers. There are a few possible reasons for this error:
If the issue persists after disabling security programs/web accelerators, and you have tried a different network, you may need to clear your Java cache. Please refer to the Resolving "Unable to launch the application" error section for instructions on how to clear the Java cache.
Resolving "BadFieldException[ Cache must be enabled ...]" error
This is typically caused when Java settings on your computer have either been updated manually or automatically, causing the cache to be disabled. Our client requires the cache to be enabled to store temporary files on your system during the use of your subscription.
If using Mac (OS X 10.8.x to 10.11.x):
If using Windows (7 to 10):
Mac OS X 10.8 - Java is installed but at the time of launch it displays "Java plugin required" error
Please enable the Java plugin in the Safari browser after ensuring that Java is installed on your machine. Instructions to enable the Java plugin are included below.
If you need assistance with any of the instructions please feel free to contact us.
Resolving "Can't connect to SOCKS proxy: connection timed out" or general "SOCKS proxy" error
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.
Mac OS X 10.9.x or higher - "Unable to load Java Runtime Environment" / Scrolling issues
If you receive this error message, or if your Qbank shows visual glitches when you are scrolling through your test (such as text repeating multiple times or the interface appearing to "freeze"), please utilize the following troubleshooting steps to uninstall Java and the Qbank and then reinstall from scratch:
If you are still unable to launch your subscription after proceeding with the provided steps, please contact us directly at firstname.lastname@example.org, including a screenshot of the error message you receive when you attempt to launch.
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.
Why is my subscription blank when I launch it from the website?
This error can occur if the website and/or web client was recently updated, and an older version of the website/client is still stored in your browser's cache. Please see the instructions below for your specific browser to clear the cache.
If the error persists after clearing your browser cache, we recommend updating your browser to the latest available version or opening your subscription in a different browser.
Why can't I see/make any highlights (or) why have my highlights moved position?
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.
If you previously highlighted material in your test and the highlights seem to have moved, this typically indicates that the question was updated since the last time you accessed it. Please check the Date last updated in the lower right-hand corner of the question. When a question is updated, highlighted text may have shifted position, or the text you originally highlighted may no longer be present in the question. In this case, you will need to correct your highlights manually.
How do I continue an accidentally ended test?
Any test which has previously been completed can be continued, even if it has already been scored. Go to the Previous Tests section of your Qbank and select Resume beside the desired test. This will allow you to continue working through the test and answering questions. If you have accidentally ended a timed test or the time ran out, the test will resume with its full allotted time.
By design, Self Assessment Exam test blocks cannot be resumed once they have been ended. If you have accidentally ended a Self Assessment Exam block and are unable to continue, please contact us at email@example.com with your username, the exam where the error occurred, and the test block number that needs to be continued. We will manually set the test block as Suspended so you can resume and complete it.
How can I delete a test block?
Unfortunately, tests cannot be deleted once they have been generated. If you have accidentally ended this test block and caused questions to be marked as omitted, you can continue the test by going to the Previous Tests section and clicking Resume beside the test in question.
If you have made a mistake when selecting the Test Mode, Question Mode, or number of questions, unfortunately this cannot be changed. If you would like to re-create the test again in your desired mode to retake the questions, we recommend that you mark all questions in the test and then generate a new test using Marked question mode.
How do I upload a saved test file?
If you lose internet connection while taking a test, the software will prompt you to save the current test block. Please be advised that the saved test block file is in proprietary format and should not be accessed/viewed or modified using other software.
To upload the saved file, please do the following:
If you receive an error during the upload process, then it means the file was corrupted in the process of being saved and you will need to work on said test block again.
If the test file gets uploaded but you are not able to see any changes, then it means the saved file does not contain any new data and you will need to work on said test block again.
How do I replace the desktop shortcut on my system?
If you have lost your desktop launch shortcut for USMLE Qbank/Self-Assessment/CCS Interactive software and wish to regenerate it, we recommend that you delete your Java cache to ensure that all settings are returned to default. Please refer to the Resolving "Unable to launch the application" error section for instructions on how to clear the Java cache. Then, sign in to your account on our website and click Launch beside your subscription, and carefully follow the provided installation steps in order. The desktop icon should automatically regenerate as soon as you have installed the client again on your system.
If you have followed all of these instructions and you are still unable to see the desktop icon, there may be an unknown security setting on your system which is preventing the icon from being saved. In this case, you can save the .jnlp client file to your desktop. Simply right-click on the Download button for your subscription from the launch page and select Save File/Target As (for Windows) or CTRL+click and select Save linked file as... (for Mac) to save this file to your desktop. Then, you can double-click this file to launch your subscription.
Why is my subscription opening in a browser/PDF reader?
If using Mac (OS X 10.8.x to 10.11.x):
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. Please attempt the following to resolve this:
If using Windows (7 to 10):
This issue is most likely caused by corruption of your operating system's file associations (your computer is attempting to open the file with a program other than Java). To resolve this issue, please follow these instructions.
Why did I receive an incompatible process/application or screenshot warning message?
This is an automated email sent to a subscriber's registered email address when our software detects the presence of an application/process on user's machine which is incompatible with our Qbank/Self-Assessment/CCS Interactive software, or use of screen capturing hotkeys.
Please disable the application before using our software by following the instructions below.
If you are using a Windows computer:
If you are using a Mac computer:
If you are accessing our software from a computer for which you do not have sufficient rights (such as a public terminal at hospital, library, etc.), you may need to seek assistance from the computer administrator or use it from a computer on which you have full administrative rights. If you continue to receive this error after ending the process, this means that the conflicting program may be set to launch automatically or run in the background. In this case, you will need to locate the program in question, open it, and modify its settings so that it does not launch automatically or run in the background.
Why are the STEP2 CS videos not loading or playing?
It is recommended that all users disable any active pop-up blocker on their system prior to accessing any courses from UWorld. 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 STEP2 CS videos are embedded within the software and require the latest version of Adobe® Flash® Player installed (available at http://www.adobe.com/products/flashplayer/). Once you have installed the latest version of Adobe® Flash® Player, restart your computer and access the STEP2 CS physical examination videos.
On slower connections (dial-up or wireless) it may take a few seconds to buffer the clip for seamless playback. For this 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 play back clearly without any interruptions.
Do I need to allow clipboard access to UWorld?
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:
For Mozilla Firefox & Google Chrome:
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 UWorld.
If using Internet Explorer:
To enable cookies in Internet Explorer 8.0 and later versions:
If using Mozilla Firefox:
To enable cookies in Mozilla Firefox 3.x for Windows:
To enable cookies in Mozilla Firefox for Macintosh:
If using Apple Safari:
To enable cookies in Safari:
Click here if using Google Chrome:
To enable cookies in Chrome for Windows:
To enable cookies in Chrome for Macintosh:
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.
Why am I receiving an email about "screensharingagent"?
The Screen Sharing Agent is a default Mac process that is sometimes enabled from the factory. This enables remote screen sharing and could be used to share the Qbank software with multiple users. If this setting is enabled on your Mac system, the Qbank will close automatically.
To disable screen sharing on your system:
What is the Proxy option?
Most users should select the 'No Proxy' option. The 'proxy' option is only for users whose internet connection requires going through a proxy server to access the internet. If you connect to the internet using a proxy server, you should already have this information available to enter at the time of launch.
If you do not have the proxy server information, you will need to contact your network administrator for the proxy server and proxy port number. The proxy must be an unauthenticated proxy (meaning that no login is required).
• Contact Us
The United States Medical Licensing Examination (USMLE™) is a joint program of the Federation of State Medical Boards (FSMB®) and National Board of Medical Examiners (NBME®).
NCLEX-RN™ and NCLEX-PN™ are registered trademarks of the National Council of State Boards of Nursing, Inc (NCSBN®).
None of the trademark holders are affiliated with UWorld.