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Jasmine from SWISCO responded:
January 9, 2024
Thanks for reaching out! Since the upper sash does have the sash release lever and the pivot shoe, it should be able to tilt in the same way as the lower sash. The trouble you are having with operating the sash is, almost certainly, attributed to the pivot shoe being damaged and likely because the balance is missing. To identify the right replacement balance for that sash, I'll need to know a few details about the existing balances in the window. If the balance from the left side of the window is still installed there, that will be a great help in identifying the correct balance needed to replace the missing one. Take a look at the video below for the details we'll need to know to properly identify your balances. If both balances are missing from the upper sash, I'll need to know the diameter of the balance from your lower sash, as well as the measurement for the height of the visible glass pane in the upper sash, only the visible glass. In the meantime, your pivot shoe looks like it could be our 15-118 9/16" Thick Pivot Shoe. To confirm that this is the right replacement, carefully look over the dimensions below and compare them to your existing pivot shoes. 
Alternate image for 15-118
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![How to Replace an Internal Tilt Latch [1080p]](../../images/videoThumbnails/90.jpg)
