Broken shoe

A quick learner says:

The shoe is still attached to the string and I can not pull the shoe out of the track but it is broken. I hope this picture I just send will be helpepful. Thank you

Koula

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Paul from SWISCO responded:

Hello, Koula! Your knife lock shoe looks like our 15-014. The reason you can't pull it out is because it's in the locked position. To release it, place a flat screw driver on the metal piece and push down to flip the metal fork from the vinyl track. Be very careful because the spring will force the shoe up to the balance. You need to keep a firm grip on it or else it will shoot up in the track and may even break. See the video below for more information on how these balances work.

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