Paul from SWISCO responded:
September 11, 2013
Thanks for posting. For this kind of Patriot window, they often use our Series 600 spiral tilt window balances with either our 15-046 or 15-047 pivot shoe. Each has a different thickness, however, so keep that in mind. As for the screw, that's just a safety feature to the helps keep the spiral from slipping out. While yours is probably over-tightened, it shouldn't interfere with performance of window. Check out the video below to see how a balance can perform without the screw.
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Tom from SWISCO responded:
September 13, 2013
Yes, it's likely a problem with the IE browser. The video is working on our end. You could also check out our written guide:
If the shoe isn't holding the balance, then it may be damaged and needs to be replaced. It's hard for me to tell based on your image, but if you can remove the shoe, carefully look it over for any damage
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