having trouble getting both balances to come down

A quick learner says:
I got the correct length balance for the correct window now (got the lengths mixed up before). So the balances installed with ease on each track. I installed the sash and as I try to slide it down, one of the balances (left side) will not slide down. It stays under the clip. If I try pushing to the left with more pressure as I slide down to try and get the balance to come down, then the right balance will come out of track and slam up to the top the track.

I've been trying for almost an hour and either only one will come down, or a couple of times both come down but not evenly, or one will fly up out of the sash.

This is driving me crazy. The window worked fine before other than having rusted springs in the balances and being extremely hard to move up and down.
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Donna from SWISCO responded:
It sounds like one, or both, of the top sash guides is broken. The top sash guide is a part that attaches to the top corners of the window sash, if broken the balance will shoot up past the top of the sash.
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