Can't push balance down

Question

Window goes up and down but right ballence stays at top of track. I can't push balance down or remove window. What do I do?
The number on ballence that is exposed is 2830

Casey · Accepted Answer

Hello,

It sounds like the top sash guide mounted to the corner of your window sash may be broken. If you can remove and show us an undamaged guide from the other side of the sash, as well as provide us with dimensions, we'd be happy to research your replacement options.