Can't get sash out

A quick learner from Florida says:
May 27, 2015
I have a PGT double hung non-tilt window. I think it's a 1/2" channel balance, but I can't get the sash out.
I've watched the video, I pop the take-out clips out, and I raise the sash as high as it will go. But I can't pop it out of its channel. It's a big window. The sash is about 50" wide by 31 1/2" high.
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Paul from SWISCO responded:
May 28, 2015
Are you raising the sash above the 16-002 take-out clips? Maybe your top sash guide is broken. See our video below for some additional help.
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