•  I am having difficulty locking my window

Possible Problem:

The locking mechanism may not be meeting the housing unit. This often happens because the interlock on the sash of the window is not meeting the facing interlock and the locking mechanism is not close enough to engage.

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Possible Solution:

1-	Disengage the locking mechanism.
2-	Open the window 3”.
3-	Apply pressure to the sash of the window while closing the window in order to allow the interlocks to meet.
4-	Turn the locking mechanism.
5-	This should allow the locking mechanism to engage.

•  I feel air coming from my windows

Possible Problem:

The sash of the window and the opposite frame have two vinyl pieces called interlocks which should connect to create a seal when the window is closed. If the interlocks do not connect then a gap appears which allows air in.

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Possible Solution:

1-	Open the window 2” – 3”.
2-	Apply pressure on the sash of the window while closing the window in order to allow the interlocks to meet and create the seal.
3-	Lock the window to ensure the interlocks have met. The locking mechanism should be able to engage. If the locking mechanism is difficult to engage or force is required, the interlocks have not met correctly. Repeat steps 1 & 2 applying more force to allow the lip of the interlock to engage the opposite interlock.
4-	Once the window is able to lock smoothly, leave locked for 1 – 2 days to allow the window to establish a “memory”.

•  Why wont my windows stay up

Possible Problem:

On each side of the window there are two specialized pieces called shoes, these shoes allow the window to stay in a fixed position. The window is attached to these shoes by pins in the corner of the window sash. If the pins are not seated correctly in the shoes, the window sash will not stay up. You may experience one side of the window sagging which means one side of the pin is not seated or you may experience the window not staying up at all. Often the reason for the pin not being seated is due to improper cleaning technique for the exterior of the window. Please see ‘how to clean the window’.

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Possible Solution:

Visual Inspection

1-	Open the window all of the way.
2-	Visually search for a small white plastic piece, the shoe, in the frame of the window on either side.
3-	If you see the shoe, this means that the pin is not seated and thus the cause of your window not staying in a fixed position.
4-	If you do not see the shoe, this may indicate a more serious problem. Please contact your local service technician.

If the shoe IS NOT in the bottome corner of the window

1- Lower the window until the bottom of the sash is even with the shoe. 2- Press in the latch tabs at the top of the window to release the window from the frame. 3- Using the palm of your hand tap the pin into the shoe. *The window has to be low enough in order for the pin to engage the shoe.* 4- Rotate the window up until the safety latch tabs engage. 5- Open the window 1" – 2" more to visually inspect the determine if the shoe has moved. 6- If you do not see the shoe, the window should stay in a fixed position. 7- If you see the shoe, this means that the pin did not engage the shoe. 8- Lower the window more than previously and repeat steps 1-5 .

If the shoe IS in the bottome corner of the window

***READ ENTIRE INSTRUCTIONS BEFORE PROCEEDING*** 1- Using a broad flat head screwdriver, insert screwdriver head in the the metal circular piece within the shoe. 2- Turn the screwdriver counterclock wise to release the locking mechanism *** caution – the locking mechanism contains the tension which keeps the window in a fixed position – turning counter clockwise releases the tension of the locking mechanism and will cause the shoe to spring up. Hold tightly to the screwdriver with both hands, one hand on the handle and one hand on the shaft of the screwdriver as you turn the locking mechanism. This will allow you to control the spring of the shoe as you release the tension. *** 3- Controllling the shoe with the screwdriver, move the shoe 3-4 inches up and rotate the screwdriver clockwise to re-engage the locking mechanism. 4- Lower the window until the bottom of the sash is even with the shoe. 5- Press in the latch tabs at the top of the window to release the window from the frame. 6- Using the palm of your hand tap the pin into the shoe. *The window has to be low enough in order for the pin to engage the shoe.* 7- Rotate the window up until the safety latch tabs engage. 8- Open the window 1" – 2" more to visually inspect the determine if the shoe has moved. 9- If you do not see the shoe, the window should stay in a fixed position. 10- If you see the shoe, this means that the pin did not engage the shoe. 11- Lower the window more than previously and repeat steps 1-5 .

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•  I am having trouble opening and closing my window

Possible Problem:

There are two possible problems. One could be the pins on the window are not seated properly to disengage the locking mechanism on the shoe. It could also be the window has not been seated correctly in the frame of the window.

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Possible Solution: Remove and Replace the window sash

1-	Open the window at least 3 inches.
2-	Push in the tilt latches on both sides at the top of the sash.
3-	Pull out and lower the sash until the sash is level.
4-	Rise the left back side of the sash. Repeat with the other side. Remove the sash.

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Visually Inspect the Components of the Sash and Frame

If the answer to all of these questions is yes, continue on to replace the sash. If not, contact your local service technician.

-	At the back of the window, are the pins in good condition?
-	Does the shoe appear to be in good condition?
-	Is the locking mechanism tab in an "up" position?

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Replace the Sash

1-	Lift the sash until level with the shoes.
2-	Lower first the left side pin into the shoe then the right side or vice versa.
3-	Using the palm of your hand, tap the back left corner of the window sash to seat the pin. Repeat with the other side
4-	Rotate the window up until the safety latch tabs engage.

•  I have a gap in my window.

Possible Problem:

This often happens because the interlock on the sash of the window is not meeting the facing interlock which will cause a gap in between the window sash and the frame.

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Possible Solution:

1-	Open the window 3”.
2-	Apply pressure to the sash of the window while closing the window in order to allow the interlocks to meet.
3-	Turn the locking mechanism.

•  I have a gap in my screen

Possible Problem:

If the gap is in the frame of the screen, this could be caused by the screen being seated improperly in the frame.

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Possible Solution:

-	Gently pull the opposite side of the screen.

•  I am getting water/ice inside my home on the window

Please click HERE for information concerning condensation.

•  I don't see my problem here

Please click HERE to contact the American Exteriors LLC customer care department