Frequently asked questions

Xlung simulator access

What's the best way to access our website and our simulator?

For Windows platforms, we recommend Mozilla Firefox, that you can download from We found problems on some Internet Explorer and Google Chrome versions, we ask you to avoid using them.

For Mac OSX platform we recommend Safari, which is already available on Apple computers or Mozilla Firefox.

For the simulator running, it's necessary to install the Java Virtual Machine(JVM), version 7 or superior. In order to verify if you have Java installed or which version you have, you may access

I don’t have Java installed. How should I proceed?

To install Java in your computer, you may download it from and run the installation. At the end of the instalation process, you may verify if Java was successfully installed, using this link:

I don't have an updated Java version. How may I update it?

The Java version update process is the same as the installation process. You may download it from and run the installation normally.

Why it's important to maintain an updated Java version?

Java is an important tool for making all webpage contents available. Due to it's broad use, Java is constantly updated with upgrades and fixes, making it more secure and providing a better experience for users.

I can’t save or load my simulator parameters files. What should I do?

This is a problem that occurs only in Safari browsers, which in it's latest versions implemented a security policy that restricts access, through Java applications, to files on the user machine. We suggest you use another browser, such as Mozilla Firefox on Mac OSX or Google Chrome on Windows, to enjoy the full experience of xlung simulator. If you still prefer to continue using Safari, you can allow access to that files following the steps bellow:

  1. Open menu Preferences of Safari.
  2. Click in tab Security .
  3. Check box Allow Plug-ins .
  4. Click Button Manage WebSite Settings .
  5. Select option Java , in left menu.
  6. Locate xlung.netwebsite in the options to the right, and select option Run in Unsafe Mode .
  7. Click Button Done and close the Safari's Preferences Window.
  8. Visit again and run the xlung simulator. Now you will be able to save and load your simulador parameters files.

Where do I find the simulator user manual?

Once logged in, click on “Simulator” right at the upper center of the mainpage, then click on “Download xlung user manual”. The manual will be downloaded on pdf format. In order to visualize the manual you should have Adobe Reader, which may be downloaded from or other compatible viewers.

How do I start the xlung simulator?

In order to use xlung simulator you should be logged in with your account. Sign in with your email address and password on the right upper corner of the mainpage, select “Simulator” from the menu, and then click on “Start xlung”.

The xlung simulator is taking too long to open. Is this normal?

Based on broadband Internet tests performed, it takes an average of 30-120 seconds to upload the xlung simulator. During the upload, a dialogue window referent to the process will be displayed on the screen.

However, in cases of slower internet connections, it's recommended to wait up to 5 minutes prior to initiating the simulator.

I was using the simulator and the following error message appeared on my screen: “Communication lost! Please sign in again and reload the simulator.”. What happened?

Usually this error occurs when the communication between the simulator and the website is interrupted. In this case, you may have to log in again and restart the simulator.

This error may also occur when the same account is used simultaneously in two computers or two different browsers. To avoid this error, use only one computer and browser at time.

Subscriptions, payment and order tracking

How may I modify my profile and my password on my xlung account?

In order to modify your profile and/or password you should follow these steps:

  1. Access xlung webpage using your email and current password.
  2. Once logged in, click on the “Your Account” icon that will appear under your name, on the right upper corner of the screen.
  3. Click on “Update your details”.
  4. On this page you may update your full name, occupation, country and password. Remember that in order to modify your password you will need to provide you current password.
  5. Click on “Update” and verify the confirmation message ("Client successfully edited") for the modification.

I forgot my account password. What should I do?

To recover your password you should click on "Login" on the right upper corner of the webpage, and then “Recover password”. It will request you to provide your account email (there is a passwod blank field, ignore it), and then select “Recover password” right bellow. It will generate a new password that will be sent to you on the email provided. If you wish to change this new password, you may follow the regular steps for password change described in the question above.

I registered at the xlung website, but I cannot complete my login. The message “You must validate your email before your first access.” appears on my screen. What should I do?

In order to access your xlung account you need to confirm your registration through the xlung confirmation email sent to you. If you haven't received the email upon registration, please access, provide your email address and select “Resend confirmation email”. A few minutes after you will receive an email requesting you to confirm your registration. Don’t forget to check your spam box in case you don’t see it on your inbox.

Will my credit card information be recorded on the xlung website?

No. PayPal is responsible for all payment data. We will only receive the payment confirmations.

What are the accepted payment methods?

The website currently works with PayPal. You can pay using any payment method available on PayPal.

Would I have immediate access to the simulator once I complete the payment?

No. Access to the simulator is released only when we receive payment confirmation. When credit cards are used, the process occurs quickly, usually the same day. It's relevant to mention that the subscription duration begins on the day of payment confirmation, so the user doesn't miss the days when the payment was being processed.

How may I verify my purchase status?

In order to verify your purchase status, you should log in to xlung website and select “Account” on the right upper corner of the screen. On this page you should be able to verify details of your purchase, such as selected plan, purchase date and payment status.

I started a subscription purchase process but there was a payment error. Should I start the process all over?

No. You should be able to go directly to payment and repeat the process. In order to do this, you should log in and select "Your Account". You will then see the details of your orders and start payment process clicking on "Checkout".

Should I trust my personal and credit card information to PayPal?

PayPal is an US company, funded in 1998 and recognized worldwide for it’s pioneering, the quality and reliability of services provided on online payment transactions. You may have more information about it on

I am already registered and I can’t purchase a subscription. What should I do?

In case you are already registered and wants to perform a purchase, just follow the steps bellow:

  1. Login with the e-mail and password of your already existing account.
  2. In our mainpage, locate and click in “Our Plans” button, at the bottom of the homepage. This will take you to the orders page. Once in orders page, you will be able to choose the type of subscription you want and follow with the purchase with no trouble.

Obs: To perform a new subscription purchase, there is no need for another registration. You must use your already existing account. If you forgot your password, click in the login tab at the top right of the homepage, then click in “Recover Password”. Fill out the e-mail text field with your registered e-mail (ignore the password text field) and click “Recover Password”. You will receive an e-mail with a password generated by our system, and you may change it later, if you want.

I tried to access the xlung simulator, but it asked for the proxy server address. What should I do?

When you access the xlung simulator for the frist time, if the presence of a proxy server is detected, it will be requested the server address and, if the server needs, your access credentials (user and password).

To obtain this informations, contact the IT team responsible for the network you're using.