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FAQs

FAQ Graphic

To make life a little easier for you, we've listed some of the questions we get asked most frequently. Before contacting us, please take a look at the answers below.

If we've missed something, give us a call at 800.922.9489 8:30-5:00 pm Eastern Time Zone (ET), or email us.

Logging In

Q: Help! I can't remember my login information, what do I do?

A: After clicking on Log In at the top of a primeforlife.org web page, choose “forgot password?” Enter your email address into the Login Recovery box. Your login information will automatically be sent to the email address associated with your account. If you experience difficulty, you may also contact PRI.

If you do not receive an email with instructions and a temporary password, please check your bulk or junk mail folders as some email servers automatically filter email sent from other servers.

Tip: When you login to primeforlife.org, choose "remember me". This will save your userid and allows you to access your secured access area by only typing in your password the next time you log in.

Q: Where can I change my password / user ID?

A: Once you are logged into the website you may change your password by clicking on the myProfile icon at the upper right of the myDashboard.

You may call 8:30-5:00 pm Eastern Time Zone (ET), or email us. Ask that the password be reset, or request a new password from the hyperlink on the login page. Remember, the new password will be sent to the email address you had used in your training registration. Type the password EXACTLY as it appears.

Q. I'm a visitor to primeforlife.org. How do I log in?

A. First, thank for you taking a look around our website. As you explore primeforlife.org, you will encounter content that is reserved only for certified Prime For Life® instructors, Prime Solutions counselors, and state/system administrators in states using Prime For Life® and/or PRIME Solutions® extensively.

If you are not a certified Prime For Life® instructor, PRIME Solutions® counselor or a state/system administrator, you will not be able to access password-protected areas of the website. However, there are many other items related to drug and alcohol prevention and treatment on our website that may be of interest. We encourage you to take a look at the research behind Prime For Life® and Prime Solutions®. If you would like to find out the effect that Prime For Life® has on DUI/DWI/OWI participants in different states, take a look at each state’s evaluation reports. You can also take a peek at our newsletter, PRIME Times, to read more about what the “hot” issues are in the drug and alcohol world, and gain some useful tips for instructors and counselors when working with their clients.

If you a trained Prime For Life® instructor and/or Prime Solutions® counselor, or a state/system administrator, your user account has already been set up. If you cannot remember your password, click on the Log In link at the top of the homepage, and choose “forgot password?” Enter the email address that you had used to register for previous training events into the Login Recovery box. Your login information will automatically be sent to the email address associated with your account.  If you experience difficulty, you may also contact PRI.

If you do not receive an email, please check your bulk or junk mail folders as some email servers automatically filter email sent from other servers.

Tip:  When you login to your Prime For Life® account, choose "remember me". This allows you to access your home page and download software without logging in again.

Security

All activities on the PRI website fall under the general PRI privacy policy and legal notice. If you think your account's security has been compromised, email or call PRI Customer Support immediately at 1.800.922.9489.

Q: I’m a certified Prime For Life® instructor / Prime Solutions® counselor. Why do I need to log in?

A: As a certified Prime For Life® instructor and/or certified Prime Solutions® counselor, you will have access to many resources not available to the general public. Resources include: PRIME For Life® and Prime Solutions® online manuals, FAQs, marketing brochures, materials when working with parent groups, research documentation, etc. These resources are extremely helpful to affect change you as you work with your clients.

Q. I’m a certified Prime For Life instructor / Prime Solutions counselor. How do I log in?

A. The first time you log in, enter your e-mail as your login ID and the password you were given when you attended a training or conference event. Your e-mail address must match the one you provided when you signed up for a training or conference event. You can change your password after you log in.

Problems logging in? We are here to help. Call us at 800.922.9489 8:30-5:00 pm Eastern Time Zone (ET), or email us.

Q. What can I access when I log in?

A. Different types of visitors have different levels of access to our materials.

Certified instructors and counselors can see and access their instructor and/or counselor manuals, and a wide variety of resources that help them work with their clients. Resources include: your instructor and your counselor manuals, FAQs, marketing brochures, materials when working with parent groups, research documentation, etc.

State/system administrators have access to content that are available to instructors, but also have access to administrative areas that help them communicate with us as well as with the instructors and counselors in their states.

Q. My account has been disabled. What do I do?

A. For assistance with a disabled account, call us at 800.922.9489 8:30-5:00 pm Eastern Time Zone (ET), or email us.

Q: Why can't I connect to primeforlife.org at work?

A: This is most likely due to your company's Internet firewall settings. Many employers put such restrictions in place to protect their networks. Contact your network administrator for information.

If your computer is always connected to the Internet (through a cable modem or DSL line, for example), a firewall is recommended. If you're using a standard dial-up connection (through America Online, for example), your computer has a much lower level of risk.

Other steps you can take:

Clear your browser cache. (See How do I clear my browser's cache and cookies? for more information.)

Enter website through our primeforlife.org home page. If you access our website through a bookmark or search engine that places you on an internal page, the link may no longer be valid. Go to our homepage at primeforlife.org and try again.

myDashboard

Q: How do I update my contact information?

A: To change your personal information, login to your primeforlife.org account. Then in your Dashboard, click on the myProfile link, and modify the appropriate fields. Click the Save Changes button to save your changes.

Q: What is myDashboard?

A: After logging into your primeforlife.org account, you will see myDashboard. The myDashboard will contain different resources, depending on whether you are a trained Prime For Life® instructor or a trained Prime Solution® counselor. myDashboard includes your Online Manual, useful resources that help you be more effective with your clients.

Your Personal Information:

myProfile: Manage your profile, contact information, and email subscriptions and preferences.
myCertification: **Diane/Jo Marie - I’m not sure what this step is. Is it the last step in the NIT certification process? Is there one for Solutions attendees? Is there one for CE?**
The last step in the process to become a certified Prime For Life® New Instructor Training, is to answer the questions in the My Certification link.
myTrainings: You can view your training history and upcoming registered classes. You may also cancel your registration.
mySupport: View your recent service requests and access support options, including creating service requests.

Problems navigating the myDashboard? We are here to help. We are here to help. Call us at 800.922.9489 8:30-5:00 pm Eastern Time Zone (ET), or email us.

Prime For Life Presentation Application

Q: How do I get the Application or Information about it?

Everything you need to get started with the Prime For Life computer application is available here.

Online Manuals

Q: How do I access the Online Manuals?

Coming Soon!

Technical FAQs — Internet Connection Problems, Broken Links, and More

Q: Why does nothing happen when I click a link on your website?

A. If a link is supposed to send you to another webpage when clicked, and nothing happens:

1. Do you have a pop-up blocking or ad-blocking plug-in installed on your browser? These programs can possibly interfere with JavaScript on our site. However, we use clear boxes that are not pop-up windows, and should not be affected by your popup window settings. If you would like to try disabling popup blockers to fix the problem, please see How do I disable my popup blocker?

In addition to popup blockers possibly causing links on our site to not respond, you may find that your web browser's settings could be interfering with our website. We design our site to work with the default settings on most web browsers. Please set your browser's Internet Options or Preferences back to the default settings and try the links or features again.

2. Is your web browser security settings set on "high"? If your web browser security settings has been set to "high", your browser will block cookies, JavaScript, and other scripting components that are use on the website. Try changing preferences back to the default settings. fused on primeforlife.org.

3. Is primeforlife.org on the restricted-sites list on your computer? Check that primeforlife.org has not been added to a restricted-sites list.

4. Do you have extra security software installed? If you had installed extra security software such as Windows Defender on your computer, you may see unexpected behavior on our website.

5. Do you have the latest version of the plug-in or software? If the link is supposed to open a PDF document, a video, or an audio file, you may need to update the software to the most recent versions. See the help questions for those files. 

If you continue to experience issues, please contact us.

Q: Which browsers and operating systems work best with PRI’s website?

A: This website is designed to work with most web browsers for PCs and Macs. However, in order to get the best user experience while navigating through our website, we recommend you always use the most current version of browsers to make sure our web pages display quickly, and that you have the latest security updates. If you use older browsers, you might notice that some functions and features you use on primeforlife.org will stop working as we make upgrades to the site over time.

If you do not have the latest browser, you can download them here:

Download Internet Explorer
Download Mozilla Firefox
Download Safari

Currently, our site is optimized for the following operating systems and web browsers:

Microsoft Windows operating systems:

Windows XP (Service Pack 3)
Windows Vista
Windows 7
Windows 8

Microsoft Windows web browsers:

Microsoft Internet Explorer 8.x or higher
Firefox 12.x or higher
Google Chrome 19.x or higher

Macintosh Operating Systems:

10.5 (Leopard)
10.6 (Snow Leopard)
10.7 (Lion)
10.8 (Mountain Lion)

Macintosh web browsers:

Safari 5.x or higher
Firefox 12.x or higher
Google Chrome 19.x or higher

Browsers we don't support include:

Netscape
Opera browser (all versions)
Firefox 1.x or 2.x on all platforms (we encourage you to upgrade to the latest version)
Microsoft IE 7 and earlier for Windows
Microsoft IE for MacOS 9 and MacOS X
Microsoft WebTV, MSN TV, or MSN TV2
Safari 1.2x and below for MacOS X
AOL for Mac OS 9 (all versions)
All other unlisted browsers

When accessing pages on primeforlife.org, please use one of the recommended browsers listed above. We don't recommend using customized browsers (for example, AOL customizing Internet Explorer) because you may experience problems accessing some features such as the online manuals on those browsers.

Q: Can I access the website, and the online manuals via mobile phone, ipad and other mobile devices?

A. Yes. As an Internet platform, Prime For Life® and Prime Solutions® manuals are accessible via WAP technology and therefore can be viewed through your mobile phone.

Please be aware that some elements of the Prime For Life® and Prime Solutions® manuals may not work appropriately. Your experience of the platform may vary as a result.

With the exception of iPhones, smartphone users should not experience any problems with viewing the website. You may need to install the latest version of Flash to ensure that your experience is maximized.

iPhone users will be unable to view Flash content. This is due to the iPhone's lack of Flash support.

iPad users will be unable to view Flash content. This is due to the iPad's lack of Flash support. You may choose to download and install an alternative browser that supports Flash contents (for example Skyfire or Puffin Web Browser).

Q: What are cookies and why must my browser accept them?

A: Cookies and other similar data files are tiny pieces of information that we ask your browser to store. If your browser doesn't accept cookies, you won't be able to view your information online. primeforlife.org uses two types of these data files:

Session cookies. These data files are temporary cookies that are deleted when you shut down your browser, when you log off, or after your computer is inactive for 15 minutes. These cookies let us know that you've logged on and they allow us to maintain your privacy as you move from page to page. They also act as timers, logging you off after prolonged inactivity to prevent unauthorized account access.

Permanent or persistent cookies/data files. These types of data files are stored on your hard drive and are read by your browser each time you visit our website. They're used to remember which investments you entered in your Watch List, which funds you're tracking through Outside Investments, the results from your last visit to our Narrow Your Fund Choices tool, and to help verify your identity when you try to access your account information or initiate an online transaction. We also use them if we need to send you important messages while you're online.

Important notes:

We use data files such as cookies only when alternative means are not practical or available.
We disclose all uses of these data files on this page.
We limit the size of our cookies to 4 kilobytes. (It would take about 20 million cookies to fill a 2-gigabyte hard drive.)

You may receive multiple cookies or similar data files during each visit to primeforlife.org. For example, when you navigate within a secure area, temporary cookies may be created each time you leave a page.

Q: How do I clear the cookies stored with my browser?

A: To clear your browser's cookies, follow the instructions for your browser below.

Microsoft Internet Explorer 8.x or higher

Under the Tools menu, select Internet Options. Under Browsing History, select Delete. Place a check only next to Cookies. Uncheck all other boxes in the list. Click Delete.

Microsoft Internet Explorer 10 Metro

From any webpage in Internet Explorer, place your cursor in the bottom-right corner. Click Settings or the gear icon. Select Internet Options. Under Delete Browsing History, select Delete. (Please note: Clicking Delete will remove all browsing data and won't give you the option to choose specifics.)

Google Chrome 19.x or higher

Click the wrench icon in the upper-right corner. Select Settings. At the bottom of the page, click Show advanced settings. Under Privacy, click Content settings. On the Cookies tab, click Show cookies and other site data. In the Search box, type "primeforlife." Then select all your primeforlife cookies and click Remove.

Firefox 12.x or higher — Windows

Click the Tools menu and select Options. Click the Privacy icon. Click Remove individual cookies. In the Search box, type "primeforlife." Select the cookie you want to remove and click Remove cookie. To remove multiple cookies, hold down the Control (Ctrl) key on your keyboard while selecting the cookies you want to remove. Then select Remove cookie.

Firefox 12.x or higher — Macintosh

Click the Firefox menu and select Preferences. Click the Privacy icon. Click Remove individual cookies. In the Search box, type "primeforlife." Select the cookie you want to remove and click Remove cookie. To remove multiple cookies, hold down the Command/Apple key on your keyboard while selecting the cookies you want to remove. Then select Remove cookie.

Safari 5.0

Click the Safari menu, then choose Preferences. On the Security tab, select Show cookies. Type "primeforlife" into the search box. Hold down the Command/Apple key on your keyboard and select the primeforlife cookies you want to remove. Select Remove.

Safari 6.x or higher

Click the Safari menu, then choose Preferences. Click the Privacy tab. Click Remove all website data.

Q. What web browser plug-ins are recommended for this website?

A. In order to use some functionality on primeforlife.org, we recommend that you use plug-ins for Adobe Reader and Adobe Flash. These popular plug-ins are frequently packaged with your browsers but, if not, they are free to download. Also, if you have not updated these plug-ins to the latest and greatest version, please do so.

To make your experience easier while using our site, we've assembled the common browser plug-ins that enable you to use some functionality on primeforlife.org.

 

File Type

Name of Plug-in

URL of Plug-in

swf

Adobe Flash Player

http://get.adobe.com/flashplayer/

pdf

Adobe Acrobat Reader

http://get.adobe.com/reader/

xls

Microsoft Excel Viewer

http://www.microsoft.com/downloads/details.aspx?familyid=1CD6ACF9-CE06-4E1C-8DCF-F33F669DBC3A

xlsx

Microsoft Excel Viewer

http://www.microsoft.com/downloads/details.aspx?familyid=1CD6ACF9-CE06-4E1C-8DCF-F33F669DBC3A

ppt

Microsoft PowerPoint Viewer 2007

http://www.microsoft.com/downloads/details.aspx?FamilyID=048DC840-14E1-467D-8DCA-19D2A8FD7485

pptx

Microsoft PowerPoint Viewer 2007

http://www.microsoft.com/downloads/details.aspx?FamilyID=048DC840-14E1-467D-8DCA-19D2A8FD7485

mp3

Microsoft Windows Media Player

http://www.microsoft.com/windows/windowsmedia/

mp4

Quicktime

http://www.apple.com/quicktime/

wav

Microsoft Windows Media Player

http://www.microsoft.com/windows/windowsmedia/

wmv

Microsoft Windows Media Player

http://www.microsoft.com/windows/windowsmedia/

doc

Microsoft Word Viewer

http://www.microsoft.com/downloads/details.aspx?FamilyID=3657ce88-7cfa-457a-9aec-f4f827f20cac

docx

Microsoft Word Viewer

http://www.microsoft.com/downloads/details.aspx?FamilyID=3657ce88-7cfa-457a-9aec-f4f827f20cac

wpd

Microsoft Word Viewer

http://www.microsoft.com/downloads/details.aspx?FamilyID=3657ce88-7cfa-457a-9aec-f4f827f20cac

Q: Do I need to have JavaScript enabled?

A: Yes. Primeforlife.org uses a small amount of JavaScript to enhance the functionality of the website.

To enable JavaScript in Internet Explorer, please follow these steps:

Go to 'Tools' > 'Internet Options' > 'Security'. Select the 'Security' tab > Click the 'Custom level' button. Scroll down until you see section labeled 'Scripting'. Under 'Active Scripting', select 'Enable' and click OK.

To enable JavaScript in Mozilla Firefox, please follow these steps:

Select 'Tools' from the top menu. Choose 'Options'. Choose 'Content' from the top navigation. Select the checkbox next to 'Enable JavaScript' and click OK.

To enable JavaScript in Google Chrome, please follow these steps:

Click the menu icon on the browser toolbar. Select Settings. Click the Show advanced settings... link. Click Content settings in the "Privacy" section. Select Allow all sites to run JavaScript in the 'JavaScript' section.

To enable JavaScript in Apple Safari, please follow these steps:

Select 'Safari' from the top menu. Choose 'Preferences'. Choose 'Security'. Select the checkbox next to 'Enable JavaScript'.

Q: What is a browser cache? How do I clear my browser's cache and cookies?

A. Your Internet browser temporarily saves content on website pages you have visited, such as images, on your hard disk. When you revisit a website, your browser knows you have visited the web page in the past, and does not download the contents again. This speeds up the time it takes to load the content of a webpage and reduces network load and server load of the website since the files are retrieved from your own hard disk.

We recommend using automatic cache management, but you can override the cache size to whatever you like. To clear your browser's cache (temporary internet files), locate your browser below and follow the instructions:

To adjust the cache size on an Apple computer using Firefox:

Choose Firefox > Preferences. Click on Advanced > Network. Choose “Override automatic cache management”, and enter the amount of space (MG) you would like to reserve for caching browser size. For best results, quit your browser and relaunch it.

Microsoft Internet Explorer 8.x or higher

Click the Tools menu, then select Internet Options. Under the Browsing History section, click Delete. Place a check only next to Temporary Internet Files. Uncheck all other boxes in the list. Click Delete. For best results, quit your browser and relaunch it.

Microsoft Internet Explorer 10 Metro

From any webpage in Internet Explorer, place cursor in the bottom right corner. Click on the Settings or the gear icon. Choose Internet Options. Under Delete Browsing History, choose Delete. (Please note: Clicking Delete will remove all browsing data and won't give you the option to choose specifics.) For best results, quit your browser and relaunch it.

Google Chrome 19.x and higher (Windows or Mac)

Click the wrench icon in the upper-right corner. (Please note: For version 22 and above, click the paper icon in the upper-right corner.) Select Settings. Click Show advanced settings at the bottom of the page. Under the Privacy heading, click Clear browsing data. Under the Obliterate the following items from, set the dropdown menu to the Beginning of time. Uncheck all options except Empty the cache. Under Clear data from the period, set the dropdown menu to Everything, then click Clear browsing data. For best results, quit your browser and relaunch it.

Firefox 12.x (Windows or Mac)

Click the Tools menu and select Clear recent history. Under Time range to clear, set the drop-down menu to Everything. Uncheck all options except Cache. Click Clear now. For best results, quit your browser and relaunch it.

Safari 5.0

Click the Safari menu. Choose Empty Cache. Click Empty to confirm. For best results, quit Safari and relaunch it.

Safari 6.x or higher

Click the Safari menu, then choose Preferences. Click the Privacy tab. Click Remove all website data. For best results, quit your browser and relaunch it.

To clear your browser's cookies, follow the instructions for your browser below.

Internet Explorer 7.x or higher

(Please note: If you're using Internet Explorer 8 or higher, you may need to press the Alt key to view your menu bar.) Under the Tools menu, select Internet Options. On the General tab, under Browsing history, click Settings. Select View files. Hold down the Control (Ctrl) key and select the cookies you want to delete. (They will be .txt files that start with "Cookie:.") To delete the cookies, drag them to your Recycle Bin, hit the "Delete" key, or select Delete under the File menu.

Microsoft Internet Explorer 8.x or higher

Under the Tools menu, select Internet Options. Under Browsing History, select Delete. Place a check only next to Cookies. Uncheck all other boxes in the list. Click Delete.

Microsoft Internet Explorer 10 Metro

From any webpage in Internet Explorer, place your cursor in the bottom-right corner. Click Settings or the gear icon. Select Internet Options. Under Delete Browsing History, select Delete. (Please note: Clicking Delete will remove all browsing data and won't give you the option to choose specifics.)

Google Chrome 19.x or higher

Click the wrench icon in the upper-right corner. Select Settings. At the bottom of the page, click Show advanced settings. Under Privacy, click Content settings. On the Cookies tab, click Show cookies and other site data. In the Search box, type "primeforlife." Then select all your Prime For Life® cookies and click Remove.

Firefox 12.x or higher—Windows

Click the Tools menu and select Options. Click the Privacy icon. Click Remove individual cookies. In the Search box, type "primeforlife." Select the cookie you want to remove and click Remove cookie. To remove multiple cookies, hold down the Control (Ctrl) key on your keyboard while selecting the cookies you want to remove. Then select Remove cookie. For best results, quit your browser and relaunch it.

Firefox 12.x or higher—Macintosh

Click the Firefox menu and select Preferences. Click the Privacy icon. Click Remove individual cookies. In the Search box, type "primeforlife" Select the cookie you want to remove and click Remove cookie. To remove multiple cookies, hold down the Command/Apple key on your keyboard while selecting the cookies you want to remove. Then select Remove cookie.

Safari 5.0

Click the Safari menu, then choose Preferences. On the Security tab, select Show cookies. Type "primeforlife" into the search box. Hold down the Command/Apple key on your keyboard and select the primeforlife.org cookies you want to remove. Select Remove.

Safari 6.x or higher

Click the Safari menu, then choose Preferences. Click the Privacy tab. Click Remove all website data.

Q: Why do I get the message "Warning: page has expired" or “Warning: Your connection has expired”?

A: Typically, you'll receive this message if you attempt to take action in a secure area after your secure session ends. The message may also appear if you use your browser's Back or Forward buttons to navigate through secure areas. We recommend against using those buttons to navigate.

For security reasons, we end your session automatically if you've been inactive for 20 minutes.

Possible Solutions:

If logging back in does not correct the problem, review these possible solutions:

1. Update your browser. You may be using a browser other than those we recommended. Please see recommended browsers.

2. Correct your date/time/time zone settings on your computer to your current geographical location.

Make sure these settings are 'in sync' with your current geographic location.

If you are using a PC, there are 2 ways to check your settings:

  • Double-click the time in the lower right-hand corner of your monitor to open the Date/Time Properties window group. Make sure that the date, time (including a.m. /p.m.), and time zone match your current geographic location. Also make sure to select the checkbox for 'Automatically adjust for daylight savings time' in the Time Zone window. Click 'Apply' if active, and 'OK' to save your new settings and close the Date/Time Properties group. Try logging in again. If the settings were the problem, you won't receive the 'Your Page Has Expired' message.
  • Or Click Start Menu -> Settings -> Control Panel. Double click on the date/time icon. Be sure your time and date are set correctly. Also, confirm the time zone is set appropriately (Eastern Standard Time for the East Coast). If you change the time zone, go back to the time setting, and make sure it is correct.

If you are using an Apple computer, click on the date/time in the upper right hand corner of your screen. Choose “Open date & time preferences”. Click on Time Zone to double-check that it is correct.

3. Increase your local browser cache file size. The message can be caused by a browser cache file size that's too small, or by a full browser cache file.

4. If you are trying to access from your place of employment, use of a proxy server combined with your employer's firewall security may prevent all attempts to access the Student Administration system from that location. In that case, you can ask if your System Administrator will be willing to allow an exception to their firewall security in order to access UConn (which should include access to the Student Admin system), or you may have to access from a home or other computer.

If you continue to experience problems, please give us a call at 800-922-9489 8:30-5:00 pm Eastern Time Zone (ET), or email us..

Q: Why did I get a message that says “Web server appears to be incorrectly configured: (or may work for email programs)”?

A. This can be caused by having cookies disabled on your computer, or if you have recently cleared cookies from your computer.

If you've recently cleared cookies, just click the link on the page to be taken back to the login screen. Once the 'cookie' for the primeforlife.org site has been set for the first time, you should be able to access and navigate the site.

If you haven't recently cleared cookies, try the following procedures:

For Internet Explorer users - While on the 'Your web server appears to be incorrectly configured' page, look in the lower right-hand corner for xxx and double-click it to open the Internet Explorer's 'Privacy Report' window. Locate the primeforlife.org address in the list and click it. Click the now-active 'Summary' button to open the 'Privacy Policy' window. Select the 'Always allow this site to use cookies' radio button at the bottom of that window. Click 'OK' to save your setting, then click 'Close' to close the 'Privacy Report' window. If you don't see the privacy picture, click Tools > Internet Options from Internet Explorer's menu. Click 'Privacy,' and then click 'Edit' in the 'Web Sites' frame. The 'Per Site Privacy Actions' window will open. In the 'Address of web site' field, type https://www.primeforlife.org, then click the 'Allow' button. primeforlife.org will appear in the lower window. Click 'OK' to save your new setting and close the window. Click the 'Apply' button on the main 'Privacy' window if active, if not, click 'OK' to save your setting and close the Internet Options group. Try logging in again and see if the message appears again.

This message can also be generated by an incorrect date/time/time zone setting. See “Warning: Your page has expired” for additional information.

If you continue to experience problems, please call us at 800.922.9489 8:30-5:00 pm Eastern Time Zone (ET), or email us.

Double-click the Privacy icon (an eye with the NO symbol) to the left of the padlock icon, to open the Privacy Report window. Highlight the primeforlife.org site address in the window, and then click the Summary button. In the new Privacy Policy window, click the 'Always allow this site to use cookies' button option, then click OK. Click Close on the Privacy Report Window. Also, check the date, time, and time zone settings (see above).

OR

In Internet Explorer, access the Tools menu and select Internet Options. Select the Privacy tab. In the Web Sites frame, click the Edit button. In the Address of Web Site field, enter primeforlife.org. Click the Allow button, and then click OK, OK.

Q: How do I disable my popup blocker?

A: Prime For Life® and Prime Solutions® Online Manuals open in a new window. Some links in the manuals direct you to external sites that open in a new window. In order to use our site you may need to disable your popup blocker(s). First, you need to locate the applications, and then disable the popup blockers. There are three major types of popup blockers that may be installed on your system:

Blockers built into your web browser: Internet Explorer 6 and higher, Firefox, Safari, and Google Chrome all have popup blockers built into the applications. See below for instructions for specific web browsers.

Blockers you add through a toolbar: Some of the most popular web browser toolbars, such as Google Toolbar and Yahoo! Companion include popup blockers you can control in the toolbar window. We recommend that you check the toolbar manufacturer's website for instructions for disabling the popup blocker, as most manufacturers keep this information in their online help files.

Stand-alone blockers: You can also purchase or download applications that block popup windows and other advertisements as part of an overall security package. These include applications such as Popup Stopper, Ad-Subtract, and Ad-Aware, as well as firewall or antivirus applications including Norton Internet Security and Zone Alarm. We recommend that you check the manufacturer's website or the help files for the application for instructions for disabling the popup blocker.

Note: Most popup blockers running on Windows computers can be temporarily disabled by holding down the Control (Ctrl) key and Alternate (Alt) key on your keyboard while clicking a link. This is the fastest and easiest first step.

To disable a popup blocker on your web browser, follow the instructions for your browser below.

Windows users:

Microsoft Internet Explorer 8 or higher

(Please note: If you're using Internet Explorer 8 or higher you may need to press the Alt key to view your menu bar.) Click the Tools menu. Click Popup blocker. Click Turn off popup blocker.

Mozilla Firefox 12.x or higher

Click the Tools menu, then select Options. Click the Content icon at the top of the Options window. Uncheck the Block popup windows option.

Google Chrome 19.x or higher

Click the wrench icon in the upper-right corner. Select Settings. Click Show advanced settings at the bottom of the page. Under Privacy, click Content settings. Under Pop-ups, select Allow all sites to show pop-ups.

Macintosh users:

Safari 5.0

Click the Safari menu. Uncheck Block popup windows.

Safari 6.x or higher

Click the Safari menu, then choose Preferences. Click the Security tab. Uncheck Block popup windows.

Mozilla Firefox 12.x or higher

Click the Firefox menu, then select Preferences. Click the Content icon at the top of the Options window. Uncheck Block popup windows.

Google Chrome 19.x or higher

Select the wrench icon in the upper-right corner. Select Settings. Click Show advanced settings at the bottom of the page. Under Privacy, click Content settings. Under Pop-ups, click Allow sites to show pop-ups.

Technical FAQs — Opening PDF Documents, Adjusting Adobe Reader Settings

Q. What are PDF files and how do I view them?

A. A Portable Document Format (PDF) file is a self-contained cross-platform document. It is a file that will look the same on the screen and in print, regardless of what kind of computer or printer someone is using and regardless of what software package was originally used to create it.

PDF files are indicated by either the letters [PDF or pdf] or the following graphic following the filename PDF.PDF icon

Although they contain the complete formatting of the original document, including fonts and images, PDF files are highly compressed, allowing complex information to be downloaded efficiently.

Once a PDF reader software is properly installed, you just need to click on a link to a a PDF file on the webpage you are viewing, and it will be loaded for viewing on your computer.

While most modern web browsers are able to open PDF files by default, you may need to download a PDF reader software. There are several free PDF readers available, but we highly recommend using the free Adobe Reader software to view PDF files.

Download Adobe Acrobat Reader.

Q: How do I print a PDF File?

A: When printing PDF files from within your web browser, do NOT use the web browser print facility. Instead, use the print button in the Adobe Reader tool bar.

Q: How do I save a PDF file?

A: To save the file for later use once you have loaded it for viewing, on most browsers you just select "File" then "Save As..." from the menu bar. To just save without viewing, place the cursor over the link to the PDF file, right click the mouse. This should bring up the "Save As" window.

Q. Adobe Reader is not working on my browser. What should I do?

A. Some plug-ins. like Adobe Acrobat Reader. do not work properly until you close and restart your browser. If you do not have the latest version of Adobe Reader, you can download Adobe Acrobat Reader.

Q: When I click to open a PDF document, I am prompted to get Adobe Reader. Why?

A. Because PDF format allows the reliable reproduction of published material on many different platforms (requiring only the use of free reader software), it is a way for us to quickly and easily disseminate information including text, tables, and graphics.

Q: Where do I get Adobe Reader?

Adobe Reader can be downloaded free of charge from Adobe’s website. On the Adobe homepage, you will find a section labeled "Download" that contains a link for Adobe Reader.

For assistance in downloading and installing the software, see the Adobe website document Adobe Reader Troubleshooting Guide http://helpx.adobe.com/acrobat/kb/troubleshoot-pdf-printing-acrobat-reader.html

Adobe Reader support http://helpx.adobe.com/reader.html

Adobe also has information on accessibility resources: http://www.adobe.com/accessibility

Q: What versions of Adobe Reader work best with PRI’s website?

A. Primeforlife.org currently supports Adobe Reader version 9 and higher.

Q: I click the link to open a PDF document and nothing happens. Why?

A: If you click the link provided for a document, and the document does not open, you may have a popup blocker enabled. For assistance with disabling your popup blocker, please refer to the How do I disable my popup blocker section of the Browser Help page.

Q: When I try to open my PDF document, it opens blank. What can I do?

A: When a form opens blank, it means there is something wrong with the currently installed version of Adobe Reader. It may be an older version of Adobe Reader or it may be missing necessary files for it to function properly. There are two options to resolve this issue:

Upgrade Adobe Reader—Older versions of Adobe Reader may experience trouble displaying PDF files. Upgrading to the most recent version of Adobe Reader will resolve this issue.

Repair the installed version—Your currently installed version of Adobe Reader may be missing plug-ins or could possibly be corrupted. If you run the built-in Repair feature, Adobe Reader will check its current installation and reinstall any missing or corrupted files. To run the Repair function, follow these instructions:

Open Adobe Reader. Click the Help menu. Click the "Repair Adobe Reader Installation" option.

Q: I have Adobe Reader installed, but the website is still prompting to install it. Why?

A: When you attempt to access a PDF document, we run a check on your system so that we can confirm that you have Adobe Reader. This check is necessary to comply with electronic signature legislation. Depending on your Adobe Reader configuration, our current check may not be able to detect your version of Adobe Reader.

When we cannot detect Adobe Reader, you should get a prompt that reads: "You must have Adobe Acrobat Reader installed on your computer to view PDF documents. We were unable to find this application on your system. If you do not have Adobe Acrobat Reader installed, click OK. If you do have the application properly installed, click Cancel."

If you know that you have Adobe Acrobat Reader, click Cancel. We will set a cookie on your system to prevent future system checks and will route you to the PDF file.

Technical FAQs — Adobe Flash

Q. Adobe Flash is not working on my browser. What should I do?

A. First, go to http://helpx.adobe.com/flash-player/kb/find-version-flash-player.html and follow the instructions to find out whether you Adobe Flash installed on your computer.

Some plug-ins, like Adobe Flash and Adobe Reader, do not work properly until you close and restart your browser.

You may need to upgrade your web browser to a more modern browser that supports JavaScript and HTML5 to view some images and videos on primeforlife.org. Some sections also require that your browser have Adobe Flash installed.

If you do not have the latest version of Adobe Flash, you can download Adobe Flash Player.

Please be aware that Apple iOS does not support Adobe Flash, and Adobe Systems has discontinued support for Adobe Flash on Google Android mobile devices. If you are using a mobile phone or tablet computer, you may not be able to access some content on www.primeforlife.org.

Q: What is Adobe Flash, and why do I need it?

A: Adobe Flash is a multimedia program used to create interactive Web content, giving you a more "hands-on" experience on our website. Adobe Flash Player is a common Web browser plug-in that allows you to view Flash presentations and applications.

Although our videos are now in HTML5 format that can be viewed on the most current versions of the most popular Internet browsers, some content such as the Prime For Life® and Prime Solutions® Online Manuals require you to have the most current version of Adobe Flash installed.

Download the most current version of Adobe Flash Player.

Q: How do I know which version of Flash I have installed?

A: Visit Adobe’s site and follow the instructions http://helpx.adobe.com/flash-player/kb/find-version-flash-player.html. Installation and updating information are also provided.

Q: Which versions of Flash are supported, and how do I upgrade my version?

A: We currently support Flash 10.x and higher.

If you're running an older version of Flash, you can update it by downloading the most recent Adobe Flash Player.

Q: Can't find the answer?

Below is a list of third-party product support sites that may be helpful:

Technical FAQs—Video and Audio

Q. I’m having trouble viewing videos. Why won't the video or audio player fully buffer?

A. There may be one or more reasons why your video won’t play.

  1. Upgrade your web browser. Upgrading to the most current browser version that fully supports JavaScript and HTML5 to view some pictures and video on primeforlife.org may solve your problem.

    If you do not have the latest browser, you can download them here:

  2. Upgrade your Adobe Flash player. Although our videos are in HTML5 format that can be viewed on the most current versions of the most popular Internet browsers, some content such as the PRIME For Life® and Prime Solutions® Online Manuals may require you to have the most current version of Adobe Flash installed.

    Download the most current version of Adobe Flash Player http://get.adobe.com/flashplayer/

    Please be aware that Apple iOS does not support Adobe Flash and Google Android has discontinued support for Adobe Flash on mobile devices. If you are using a mobile phone or tablet computer, you may not be able to access some content on primeforlife.org.

  3. Slow connection speed. If a video doesn’t play continuously, it may be due to your connection speed. You’ll need a broadband connection with at least 500+Kbps for the best viewing experience.

  4. High traffic. Another possible reason for choppy video playback is that our servers are experiencing high traffic. If this is the case, there’s not much you can do. However, we are continuously adding servers to keep up with demand and improve your experience on our site.

  5. Loosing Internet connection. It’s also possible that your video download speed is slow, or disconnects inconsistently. In this case, you can try pausing the video until the entire stream is downloaded and then playing the video. Occasionally, an incomplete copy of a video can get stuck in your cache and never fully download. You can re-attempt the download by clearing your browser’s cache.

Q: Is watching the online videos secure?

A: Yes, watching the online videos does not expose your computer to any potential risk.

Q: Why won't the podcast/videocast player fully buffer?

A: There could be a few reasons why this may happen. The most common cause is that your Internet connection has been disturbed or lost during the buffering of the video.

Please ensure that your Internet connection is stable and refresh the webpage. The video should fully buffer.

Another reason could be the use of a firewall. Please ensure that your firewall allows video streaming from this website and refresh the page.

If you are still encountering problems with the video player, please email our support team, call 800.922.9489 8:30-5:00 pm Eastern Time Zone (ET), or email us.

Q: The quality of the audio is poor. Why is it?

A: PRI ensures that all of content that is on our website has been fully tested and its quality is to a very high standard.

There are a number of reasons why the quality of audio output could be reduced. It is worthwhile testing that there is no fault to your speakers/ headphones. You may also want to check your volume control settings to ensure that the output has been set at a reduced or limited rate.

Additionally, download the latest sound drivers specific to your sound card.

Q: How do I download your audio and video files?

A: Due to copyright, audio and video files such as podcasts and video casts are not available for download. However, you can stream and listen to the audio podcasts from your browser.

Ordering Workbooks and Other Materials

Q: I would like to place an order for workbooks and/or teaching materials. Who do I contact?

A: Please call our office at 800.922.9489 8:30-5:00 pm Eastern Time Zone (ET), or contact Pam Blakeman to place an order.

Q: How do I place an order?

A.Please call our office at 800.922.9489 8:30-5:00 pm Eastern Time Zone (ET), or contact Pam Blakeman to place an order.

Q: I’m not a certified instructor or counselor? Can I still order workbooks?

A. You cannot order workbooks for someone unless the person is trained. If you would like further clarification, give us a call at 800.922.9489 8:30-5:00 pm Eastern Time Zone (ET), or email Pam Blakeman if you have questions about workbook orders.

Q: What are your payment options?

A. We accept all major credit and debit cards, as long as it has a Visa, Mastercard, Discover or American Express symbol on it. We also accept PO numbers and invoices.

Just give us a call at 800.922.9489 Eastern Time Zone (ET), or email Pam Blakeman if you have questions about workbook orders.

Q: Is there any sales tax?

There is no sales tax for organizations that are non-profit.

Q: What are your shipping rates?

A: All orders placed before 1:00pm will be shipped that day. Any orders placed after 1:00pm will be shipped the next business day. Orders are shipped via UPS Ground and have a guarantee delivery of 5-7 business days. Please allow time for delivery when placing your order. Additional shipping charges may be applied to orders needing special delivery options such as UPS Next Day Air or UPS 2nd or 3rd Day delivery. Please call 800-922-9489 for more information or email Pam Blakeman.

Q: How do I track my package?

A: To learn about the status of your order, please give us a call at 800.922.9489 8:30-5:00 pm Eastern Time Zone (ET), or email us. You may also go to http://www.ups.com/tracking/tracking.html to track your order.

Q: I submitted a workbook order. Can I still cancel?

A: Please give us a call at 800.922.9489 or email us soon as possible. Unfortunately, if your order is in transit, we will not be able to cancel it.

Should you still wish to cancel, please refuse delivery of the order and the package will be returned to us. We will then credit you the value of the items selected, minus any shipping charges.

Q: I received my order, but something was damaged. How do I go about reporting this and getting a replacement?

A: Please email us and include your business contact information and order number, and indicate the items you wish to return to us, and we will process a replacement delivery that same day.

Q: My tracking info shows that my order's been delivered, but I can't find it!

A. Please contact UPS Customer Service here, or call 1-800-PICK-UPS (1-800-742-5877) and indicate your order’s tracking number.

Q: There appears to be a billing problem with my order... how can I handle this?

A. Please email us with your order number and billing concerns, and we'll gladly contact you right away to assist.

Logos and Content Use

Q: Can I use PRI, Prime For Life®, Prime Solutions® or other PRI branded logos in my marketing materials or on my website?

A: We encourage our certified Prime For Life® instructors and Prime Solutions® counselors to promote their alcohol and drug prevention and treatment services.

If you would like to use PRI branded logos on your website, link back to primeforlife.org, or use the logos on your printed marketing pieces such as business cards, brochures and flyers, you will need to submit a request.

Q: Do I need permission to produce PRI branded products for my personal use or to distribute to my participants?

A: Yes. You must obtain PRI approval before creating products containing Prevention Research Institute, PRI, Prime For Life®, Prime Solutions®, or other trademarked products or services. Approval is needed for custom giveaway products and custom items that will be for re-sale.

Please send your proposed artwork to PRI prior to product production. For more information, please see our terms of use.

Q: Do I need permission to use primeforlife.org content?

A: Yes. Use of primeforlife.org content (text, photographs, graphics, videos, etc.) requires the permission of PRI. Please Contact us to request permission.

Training Registration

Q. How can I get assistance?

A: If you need assistance with registering for a training event, canceling your registration, or billing, please contact PRI by telephone at 800.922.9489 or by email.

If you are having difficulty logging in or have other technology related issues, call us at 800.922.9489 8:30-5:00 pm Eastern Time Zone (ET). You can also email technical support.

Q. How do I register for a specific training event?

A. States or organizations that mandate the Prime For Life® curriculum for a given population (such as DUI or Corrections) enter into a special agreement with PRI, and the tuition and materials’ cost for instructors are negotiated individually with each system.

For instructors who are not in a state or system that has reached a training agreement with PRI, the cost for the training is $895.00.

To Register:
Select Training > Training Upcoming Events or click here. Click on the training event you would like to register. You will see a page with the details for that specific training event.

To register for a Prime For Life® New Instructor Training event:
If a state/systems requires instructors and counselors to get approval and register with their office first, we will specify this in the training event’s description.

If you do not need prior approval, click “Register“. You will be prompted to enter in your account information in a web registration form. Please follow the account registration process directions.

Once your registration has been approved you will receive a confirmation email with details of this event. Please email Jo Marie Lammy with any questions or concerns you may have or call 800-922-9489.

To register for a Prime For Life® Continuing Education Training (CE):
Click here or click Upcoming Events from the navigation menu at the top of primeforlife.org. Click on the training event you would like to register. You will see a page with the details for that specific training event. Click on the button “Spaces available. Click to Sign Up”.

You will be prompted to sign in to your PRI account using your email address and password. If you cannot remember your sign in information, enter the email address you had used when you had registered for previous training events and a temporary password will be emailed to you.

To register for a Prime Solutions® Counselor Training event:
Click here or click Upcoming Events from the navigation menu at the top of www.primeforlife.org. You will see a page with the details for that specific training event. Click on the button “Spaces available. Click to Sign Up”.

You will be prompted to sign in to your PRI account using your email address and password. If you cannot remember your sign in information, enter the email address you had used when you had registered for previous training events and a temporary password will be emailed to you.

To register for a Prime Solutions® Level II Training event:
Click here or click Upcoming Events from the navigation menu at the top of primeforlife.org. You will see a page with the details for that specific training event. Click on the button “Spaces available. Click to Sign Up”.

You will be prompted to sign in to your PRI account using your email address and password. If you cannot remember your sign in information, enter the email address you had used when you had registered for previous training events and a temporary password will be emailed to you.

Q. What do I do when I can’t register or cancel a training event from the website?

A. If you need assistance registering for a training event, cancelling your reservation, or obtaining billing information, please email Jo Marie Lammy or call 800-922-9489 8:30 to 5:30 pm Eastern Time Zone (ET).

Q. Who can see my registered training event?

A. Besides you, only PRI customer support, trainers, and web developers can see your registered classes. Because your PRI login name and password are required to access your account, we strongly encourage you to store them in a safe place and not to share the information with anyone.

Q. Can I register for a training event through primeforlife.org on my handheld device (iPhone, iPad, Android phone or other tablet devices)?

A. We currently do not support mobile operating systems for the registration process – mobile phones, iPads, and other tablets accessing the internet using iOS, Android, or Windows Phone 7 are not supported yet.

Q. How do I decide which training I should take?

A. If you are an instructor working with alcohol and drug prevention and intervention, and have not attended a Prime For Life® training, register for a trainer-led classroom Prime For Life® New Instructor Training (NIT) here.

If you are already a certified Prime For Life® instructor, and need to take continuing education courses for recertification, register for a Prime For Life® Continuing Education training event here.

Counselors and therapists who are considering using Prime Solutions® treatment program in their practices can learn more about Prime Solutions® by watching the recorded webinar found on Click here.

Q. How can I check my training registration status?

A. You can check the status of your registered class by going to your myDashboard. You may also email Jo Marie Lammy or contact her by telephone at 800.922.9489.

Q. How will I know if my registration is complete?

A. Once you submit your registration information, you will receive a Registration Confirmation email.

Q. What if I do not receive a registration confirmation email?

A. Call us at 800.922.9489 8:30 to 5:30 pm Eastern Time Zone (ET). You may also email Jo Marie Lammy.

Q. What is the cancellation policy for a training event?

A. If you need to cancel your registration, you must inform PRI at least 7 business days before the training event is scheduled to receive either a 100% refund or a training credit that you can use to enroll in another training event. PRI will not refund any part of the registration fee if you cancel within 7 business days of the scheduled class. In that case, you will receive a training credit that you can use to enroll in another class.

PRI reserves the right to reschedule or cancel classes one week prior to the scheduled date. Registered participants will be informed of any such changes.

Q. What do I do if I can’t find a new instructor training or continuing education training scheduled when I need it or where I need it?

A. First, check the training schedule web page for future training events. If you do not see any training event in your state or system, speak with your state or system coordinator to find out if there are plans for any more events scheduled for the year. Some states/systems will allow instructors to attend New Instructor Training and Continuing Education Trainings in nearby states.

Alternatively, you can complete a request for a training event in your area. If there is enough interest from other instructors in your state/system, we will notify your state/system coordinator.

Q. How do I pay for my registered event?

A. If you are an instructor working in a state or system that mandates Prime For Life® and/or Prime Solutions®, please contact your state or system coordinator before registering for a training event for further instructions.

If you are an instructor or counselor working in a state that does not mandate Prime For Life® or Prime Solutions®, you can pay for training classes by check or credit card. Detailed instructions will be provided during the registration process.

If applicable, invoices for the training will be sent at the conclusion of the event. There is no charge for refreshers to take the training. If you need an invoice prior to the training, please email Jo Marie Lammy or call her at 800-922-9489.

Q. How many days in advance do I have to pay to get a confirmed seat in the training event?

A: If applicable, invoices for the training will be sent at the conclusion of the event. There is no charge for refreshers to take the training. If you need an invoice prior to the training, please email Jo Marie Lammy or call her at 800-922-9489.

Q. Can I register for a training event in another state?

A. Yes you can! Please contact Jo Marie at 800-922-9489 or email her if you have any questions.

Q. What are the registration fees for each event?

Prime For Life® New Instructor Training:
States that mandate Prime For Life® have agreements on file regarding New Instructor Training fees. For more information, please call 800-922-9489 or email Jo Marie Lammy. The fee to attend a New Instructor Training as a general participant is $895 which includes all instructor materials and access to the Prime For Life® online manual.

Invoices for this fee will be sent at the conclusion of the training event. If you need an invoice prior to the training, please email Jo Marie or call 800-922-9489.

Prime For Life® Continuing Education Training:
There is no charge to attend a Prime For Life® Continuing Education Training. Continuing Education Trainings are paid in part by Prime For Life® workbook sales.

Prime Solutions® Level I Training:
The fee for Prime Solutions® Level I training is $250.00. This fee includes all instructor materials and access to the Prime Solutions® online manual.

Invoices for this fee will be sent at the conclusion of the training event. If you need an invoice prior to the training,  please email Jo Marie or call 800-922-9489.

If you are an instructor or counselor working in a state that does not mandate Prime For Life® or Prime Solutions®, you can pay for training classes by check or credit card. Detailed instructions will be provided during the registration process.

If applicable, invoices for the training will be sent at the conclusion of the event. There is no charge for refreshers to take the training. If you need an invoice prior to the training, please email Jo Marie Lammy or call her at 800-922-9489.

Prime Solutions® Level II Web Training:
The fee for Prime Solutions® Level II Web training is $295. Special equipment is needed for these trainings and PRI will provide it to you once the training fee has been paid. The equipment does not need to be returned to PRI.

Q. What is a Prime For Life® and a Prime Solutions® WebEx?

A. A WebEx (also called webinar, webcast, and web seminar) is a class that is held over the Internet. Instructors and counselors interact with a moderator (a trainer who is leading the WebEx) and with other attendees in real-time through an instant messaging tool or through their phone.

We offer WebEx events as a way for instructors and counselors to learn more about the programs before attending a training, and for them to get more tips and answers after they have attended a classroom training. 

Have we missed something? If you have any other questions we haven’t answered here, just give us a call at 800.922.9489 8:30-5:00 pm Eastern Time Zone (ET), or email us.