Spiral balance top sash guide

Question

Your top sash guide video focuses only on channel balances. My window looks different than the one in the video. I wasn’t able to remove the window according to the video to take a photo of the inside of the channel.
Please see photo of a window that has the top guide, and another photo of the other side where it is missing or broken off. Do I need to remove the bolt at the top very top? Please let me know where to go from here.

Emily · Accepted Answer

Thanks for reaching out to us. It looks like your sash is not removable which means you'll have to work around it.

First, open the sash and have someone hold it up while you disconnect the balance from the bottom. Lower the sash and then unscrew the balance from the top. The balance should be entirely disconnected at this point. You'll then want to gently pull the balance up from the top of the sash as best as you can. It may be awkward, but there really isn't any other way. Do your best not to damage it as you pull it out. Once the balance is removed, please feel free to upload photos of it along with the bracket or attachment for us to review.

We don't appear to have a 1:1 match for the top sash guide, however. Would it be possible for us to see an undamaged version removed from the window?