NBME Troubleshooting Guide

Citrix Workspace – Turn Off Automatic Updates

  1. Open Citrix Workspace > Choose Preferences…

Citrix Workspace dropdown menu with Preferences highlighted.

  1. Uncheck the box for Start Workspace on system start-up

Citrix workspace checkbox for start workspace on system startup.

  1. Click on the arrow icon for more setting options > Choose Advanced

Citrix advanced options drop down menu.

  1. Uncheck the box for automatic updates

Citrix workspace checkbox for automatic updates.


  1. Open Citrix Workspace

Citrix workspace with Open highlighted.

  1. Right click on the Citrix icon > Choose Advanced Preferences

Citrix workspace Advanced Preferences highlighted on menu.

  1. Choose Citrix Workspace Updates

Citrix workspace with workspace updates highlighted.

  1. Choose the first option > Yes, notify me

Citrix workspace checkbox for automatic updates.

Computer freezes during the exam.

Quit the browser and re-enter the exam.

Press CTR + Shift + Q (Windows) or Command + Shift + Q (Mac) to close the browser.

Shut Down or Restart Laptop

When shutting down or restarting the computer make sure that the checkbox to “Reopen windows when logging back in” is not checked or it will reopen the programs you are trying to shut down.

Shut Down: Select the Apple menu > click Shut Down.

Restart: Hold down the power button for 10 seconds.


Shut down: Select the Start button (lower left corner) > select the Power button > select Shut down.

Restart: Hold down the power button for 10 seconds or select the Start button (lower left corner) > select the Power button > select Restart.

Cannot Start Exam – due to running a program capable of recording or communicating exam content.

Disable the application or process.

Note: The application will be displayed on the Chief Proctor monitor screen.

Force Quit
Select the Apple menu > click Force Quit.
Example of Apple menu with Force Quit highlighted.
Select the Application > click Force Quit.
Example of Mac's Force Quit Applications popup window.
In the pop up box click Force Quit to disable the application. Repeat for all applications.
Note: You cannot Force Quit Finder.
Example of warning message for quitting application.

Activity Monitor
Select Spotlight Search > type in Activity Monitor.
Example of Mac's Spotlight Search.
Click Activity Monitor > select the Running Process from the list in the popup window.
Example of Mac's Activity Monitor.
Click Quit Process > click Quit in the popup window to disable the running process.
Example of Mac's warning message for quitting a process.


Press CTRL + ALT + DELETE on the keyboard > click Start Task Manager.
Task Manager highlighted on Windows menu that opens after pressing ctrl+alt+delete.
Click the Processes tab > select the Running Process from the list > Click End Process to disable the running process.
Example of Windows Task Manager.