On my vacuum right next to the wheels at the base with a green top meets the black bottom can you try to stand the vacuum up the two pieces separate on both sides showing that the screws have ripped the plastic off the top part of the screws remain attached to the screw hole the whole top part needs to be replaced however there are security screws in place, the plastic shell which creates friction on the cam is broken so it no longer has resistance to hold the vacuum up, need a new top of the vacuum head