Paella pro line (non-tilting)

Hello,

Unfortunately, the stamp on the glass only provides information about the glass itself but not how the sash installs. If you could show us the entire window, as well as clear, close-up photos of as much of the original hardware as possible, we'd be happy to research this for you further. Thank you. 

Right now I think the most helpful photos would be of the top corners of the sash, the bottom corners of the sash, and a general photo of the jamb track, along with any spring/cord/mechanism of any kind that you may see there. What we're looking for here is what kind of balance mechanism your windows use and how it attaches to the sash. These three pictures should give me an idea of what you're working with here and hopefully I can point you in the right direction.

It looks like you have a Pella overhead balance system, which, unfortunately, we can't supply. 

As for removing the sash, it is possible that the jamb track would need to be removed or it may not be designed to come out at all. Since we don't carry the repair parts for this window, we honestly don't have much insider knowledge about how it is put together. I'd recommend contacting a local professional who has experience with Pella windows like yours to help you troubleshoot the problem. 

We look forward to assisting you with any future repairs. Thanks for posting!