Balance Question

A home owner from Palm Coast says:
Am trying to replace a channel balance. After installing the channel balance, the lower hook first, then the upper boot anchored to the take out clip, I then replace the window into the slot but when I pull the window sash downward only one side grabs the upper boot at a time, not both at the same time. One channel balance is left attached to the the take out clip. What can I do? It seems the replacement parts I bought from you are correct. Oscar
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Paul from SWISCO responded:
Hey, Oscar. Does your sash have both top sash guides on the top corners, or is one broken off? That would cause the balance to not attaching to the sash. See the video below.
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