Window is dead weight
Thanks for posting. Yes, it looks like the Top Sash Guide broke on that side of the window sash. The Top Sash Guide is a nylon cap that keeps the channel balance aligned with the sash. These tend to break from wear and sunlight exposure. When they break, the balance shoots past the sash. See the videos on this page that show how to remove and replace the guides and repair the window. The sash guide can almost certainly be replaced, but there's many different kinds. Please remove an undamaged one and show us photos of it from the front and side. We should be able to narrow it down from here.
In the time being, see our Top Sash Guide selection here.