Andersen double hung winfow

A quick learner from New Jersey says:
July 24, 2021
Hello,
This is a Series 200 window. When I tried to open the lower sash I heard a crackling noise and the lower sash now has a cord stuck inside and I can not lower it and close the window. I had to remove the end of the cord attached to the sash frame in order to be able to lower the sash all the way down and close it
Any suggestions how to deal with the stuck cord?
Thank you
Mac
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Tom from SWISCO responded:
July 29, 2021

Thanks for reaching out to us, Mac. That cord sounds like it's part of the balance. I'm not sure exactly what type you have, however I will share with you a tutorial video we have on a common type of balance for Andersen windows. Look it over and see if it's of any help.

If this is the type of balance you have then I can help you ID it. Please remove it from the frame and show me a clear picture of every stamp printed on the box. I can then check our inventory for a match.
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