Virtual Repair Center

In most cases a window that drops is due to the shoes coming off of the pivot bar. This is easily fixed following the instructions below:

Use a flat blade screw driver and insert it into the metal part of the shoe that has a “U” shape grove in it. The upright “U” is the locked position for the shoe. In the next step we will be “unlocking” the shoe to allow for adjustment. Using a fair amount of force, turn the screw driver clock wise until the “U” turns into a “C” shape. This is the unlocked position shown in Figure 1. NOTE: The shoe is spring loaded. Make sure to hold the shoe so that it doesn’t go all of the way up. You may need an additional person to help. Bring the shoe up 3″-4″ and twist the screw driver back counter clockwise to bring the grove back to the “U” or locked position. You can now remove the flat head screw driver that was holding the shoe as shown in Figure 3. Now bring the sash down to the level of the shoe. With the tilt latch, tilt the window open as shown in Figure 4. Please ensure that the sash is level to the floor. Press on the window near the shoe to force it into the shoe. Close the sash. Pull the sash UPWARD to ensure the shoe has engaged. If the shoe has engaged, you will need to repeat steps D through G. If the shoe is properly connected you will not see it any longer and the window will function properly. NOTE: Do not remove sash unless absolutely necessary.

Please review the scenarios listed below to correct your locking problem.

1. Unable to lock the window.
   Unlock the window completely. Push the upper sash upward, as far as it will move and pull the lower sash to the bottom of the window. Once both sashes are in their proper positions you will be able to engage the lock.
2. The top sash has dropped from its pocket
   Push the upper sash all the way to the top while at the same time pushing the lower sash down. NOTE: You may need an additional person to aid you. This should align and allow you to engage the window lock.
3. The sashes are not aligned correctly in the channel
   Tilt each sash in as if you are cleaning the windows. Push both sashes firmly back into the window channel. This should align the sash and allow the window to lock properly.
4. Balance shoe is disengaged
   If the balance shoe becomes disengaged from the sash, the window will not lock because it is misaligned. To correct this situation, please refer to the section on “How to Fix Dropping Windows”.
5. If the instructions listed above do not correct the problem, please contact us for further assistance.

Household condensation, or “sweating”, on windows is a result of humidity comes in contact with a cold surface such as a mirror or glass window, it turns to water droplets and is called condensation. This is perfectly normal and all homes will occasionally have some condensation on their windows.

Keep in mind that excessive window condensation, frost, peeling paint, even moisture spots on ceilings and walls can be signs of excessive condensation and possibly damaging problems in your home. We tend to notice condensation on window and mirrors first because they are not porous and moisture cannot penetrate these surfaces. This is an indication that you may have a moisture problem that needs to be addressed.

NOTE: Windows do not cause condensation.

You may be wondering why you see more moisture now that you have replaced your old, drafty windows with energy efficient ones. It’s simple really, your old windows were drafty and allowed humidity to escape. Now that your new windows create a much tighter seal, the excess moisture is unable to escape and therefore collecting on your windows. Again, windows do not cause condensation, instead they prevent humidity from escaping and provide an easy surface for condensation to collect.

Where is the humidity coming from?

There are many common things that generate indoor humidity such as your heating/air unit, humidifier, showers, etc. Everything you do in your home that involves water, like mopping the floors, contributes to the problem.

The condensation you see on your windows is more likely to occur where the outside temperature is much lower than the inside temperature. The greater the difference the greater the opportunity for condensation.

Reducing humidity is the key to reducing condensation.

The best way to reduce condensation is to lower the humidity in your home. So, how much humidity is too much? The following table illustrates the recommended comfortable levels of indoor humidity during the winter months.

Five easy steps to controlling indoor humidity.

1. Make sure all sources of ventilation to the outside are working. If bathroom exhaust fans, attic vents and laundry room vents are not working excess moisture is building up.
2. Air out your home periodically. Opening windows for just a few minutes a day lets excess moisture escape and the fresh dry air enter.
3. Check your humidifier setting. Make sure you are following the instructions for your humidifier.
4. You can even open your fireplace dampers to allow excess moisture to escape.
5. Do your best to not over-water your house plants.

Seal Failure is when condensation makes it’s way between the two panes of glass. This is very rare, in fact most of the time the condensation is either on the inside or outside of the glass. Use a cloth to clean both sides of the glass before filling our our Warranty Claim Request Form.

Glass breakage and seal failure replacement is only available if you purchased your windows with a warranty that covers breakage & seal failure. Once your claim has been filed it will take 2 or more weeks to receive a new sash. While your claim is being processed we recommend that you tape the broken window with a clear duct tape to prevent injury. We will notify you as soon as the new sash has been received.