Broken counterbalance

Thanks for writing in. Yes, it looks like the cam of the pivot shoe broke off. The pivot shoe is that nylon block that connects to the channel balance, as well as the pivot pin from the window sash itself. It sort of acts as a 'hub' that connects the sash to the rest of the window, and specifically the channel balances. If your balance seem undamaged, you probably just need to replace the pivot shoes. However, Silverline windows have been known to use a few different shoes, such as the 1/2" Thick 15-046 and 5/8" 15-047. The best thing to do is to remove the old shoe, preferably an undamaged one if possible, and to measure its width and thickness. With those dimensions and a good photo, we should be able to narrow this down. The video below shows how to remove and replace pivot shoes. Check it out and let me know if you have further questions.