Lock and sash aren't working properly

A quick learner from BC says:
February 15, 2023
Hello!

Upon moving into our home, we discovered that one of our windows doesn't fully close and lock, so the window is always open just a tiny bit. Upon inspection and tinkering, it looks like the sash on the right side of the window doesn't work with the locking pieces on the window itself, so when the locking lever is used, the sash doesn't move, and doesn't line up with the pieces on the window to pull it in that last bit and lock it.

I'm not sure how to proceed with replacing parts or which to get and would be grateful for help!
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Tom from SWISCO responded:
February 16, 2023

Hello,

We'd be happy to look into this for you but I'm not sure what you mean by the window not working with the locking hardware. Do you suspect that the locking hardware is improperly installed, damaged, or wrong for the window?

I can say that the lock shown in your photos matches our 38-207. Is that part functioning properly? If so, please confirm what, if anything, is broken since I don't see any obvious damage in your photos.

If the window isn't closing or lining up properly, then it may be a problem with the hinges instead of the lock. I'd recommend checking those parts as well to ensure that they're not clogged with debris, askew, or otherwise damaged. Thank you. 
A quick learner says:
February 27, 2023
Hi! Thank you for the reply!

The anatomy video doesn't show the parts I'm having issues with. I tried to search for a diagram online, and from what I can tell, the parts are the "keeper" and the "locking cam" (the long flat metal piece that sits on the inside on the window frame that the locking handle articulates to catch the keeper on the window.

I hope that helps! I'm not sure how to go about ordering these new pieces and fixing them.
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Dave Sr. from SWISCO responded:
February 27, 2023

Looking at your second photo, I believe that the "activator leg" on the 38-207 needs to be in between the two "locking rollers" on the tie bar. I would suggest removing the lock, then reinstalling it with the activator leg in the correct position. If necessary, you should be able to move the tie bar in place to install the lock correctly.
2-Bar Hinge Set, 10"
2-Bar Hinge Set, 10"
36-048
$17.47
Multi-point Locking Handle, 3-5/16"
Multi-point Locking Handle, 3-5/16"
38-207
$22.70
Roto G2-11 Keeper
Roto G2-11 Keeper
38-156
$3.97
Roto G2-12 Keeper
Roto G2-12 Keeper
38-157
$3.30
Roto G2-38 Keeper
Roto G2-38 Keeper
38-129
$3.56
How to Replace a 2-Bar Hinge Set on a Casement Window
How to Replace a 2-Bar Hinge Set on a Casement Window
VIDEO
WATCH >
Anatomy of a casement window
Anatomy of a casement window
VIDEO
WATCH >
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