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.), or if the software does not properly update (which should occur automatically without prompting).

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

Click here if using Macintosh OS X 10.4.x or higher (10.5.x, 10.6.x or 10.7.x) or

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

You will first need to locate the nested exception within the error message and then refer to the matching exception listing below for further instructions.

• Click here if exception is "Org.xml.sax.SAXException"

  This indicates that you are using an older version of the software. Please select either Windows User or Mac User below for instructions on how to remove the software from your computer and reinstall it.

  Click here if using Macintosh OS X 10.4.x or higher (10.5.x, 10.6.x or 10.7.x) or

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

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

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

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

  • Delete the desktop shortcut icon for any USMLEWorld application you may have (Qbank, CCS, self-assessment exam)
  • Using Spotlight (looking glass icon on upper right-hand corner), search for Java Preferences (application) and launch it
  • The Java Preferences window will open. Click on 'Delete Files...' button (the location of this option can be under any of the tabs)
  • The Delete Temporary Files window will open. Make sure all boxes are checked. Select OK
  • Log-in to your account via http://www.usmleworld.com and follow follow the appropriate link to launch the software

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

• Click here if exception is "Java.net.SocketException:" (Software caused connection abort / Network is unreachable / No route to host / Connection timed out / Operation timed out / Connection Refused)

  This indicates that your internet connection may be down, or you may be connecting on an unreliable internet connection. If you are using a wireless connection, we recommend that you try repositioning your computer to get the best signal possible. If you are still having difficulty, we recommend that you try connecting via a wired connection to see if it may be a problem with your wireless access point.

  Additionally, if you are connecting via a wireless network with many users, it's possible that there may be insufficient bandwidth for your computer to receive a response from our servers in a timely manner. In this instance, we recommend that you try connecting via a home/private internet network.

  It's also possible that your internet service provider (ISP) may be performing maintenance on their DNS server. In such, a DNS server turns an internet name like http://www.usmleworld.com into an internet address like http://72.32.48.106. If your computer is not able to communicate with the DNS, or the DNS server is not properly translating internet names, this can hinder your ability to use the software and/or access the website. Most ISPs typically resolve this issue within 3-5 hours. However, if the issue persists longer than this, you will need to raise the issue with your ISP.

• Click here if exception is "Java.net.SocketException:" (Connection Reset / Read Timed Out / Broken Pipe)

  This indicates that there may be a firewall on your computer and/or network that is preventing our software from accessing our servers. In such, our software requires sustained, direct and unrestricted outbound and inbound internet access by Java via port 80 and 443 to http://www.usmleworld.com

  If you are connecting via a home/private network, please ensure that you have access on these ports (including firewalls on your computer and the network). You may need to turn off or change settings on any internet security or firewall software on your computer, as many common firewalls (i.e. Norton, McAfee, PC-cilling, Windows Live OneCare, Webroot, ZoneAlarm, etc) block access on these ports by default.

  If you are connecting via a public network (work, hospital, library, public Wi-Fi, etc), please be advised that most public network administrators rely on firewall and/or proxy servers to manage internet access on their network, which may be blocking access on these ports. In this instance, you will need to request that the network administrator make an exception for connections on ports 80 and 443 to http://www.usmleworld.com. If they are unable to make an exception for you, you will need to use your subscription from a non-public or home network.

New Purchase: All subscriptions go into effect from the time they are activated and not the time of setup/purchase. It can be activated immediately or anytime thereafter. If your initial purchase consists of multiple courses (qbank, self-assessment exam, CCS, etc.), you must activate each of them individually 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 active subscription. Since a renewal is an extension to an already active subscription, it is effective from the existing expiration date, NOT from the day of purchase and cannot be deferred to start at a later date/time.

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.

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

All renewals are effective from the existing expiration time, NOT from the time of purchase and cannot be deferred to start at a later time. To qualify for renewal, you will need to renew the course before it expires. Renewals are not offered for expired subscriptions, and you will have to purchase a new subscription at regular price for minimum of 30-days.

Please log into your account via http://www.usmleworld.com and click on "Renew" button. This option provides a list of available "renewal durations and their prices" for the selected course. You can select and renew your existing course for a desired duration of time.

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

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

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

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

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