pgt window glide does not catch on one side thinking a spring problem

A home owner from Palm City, FL says:
May 6, 2017
took out window per your video however we can not seem to move the spring at all in order to place it into the hole on outside of casing.

the window is year 2005
23 4 bx cmc 11 was stamped on the metal glide and the plastic parts top and bottom don't look broken but more like frozen?
User submitted a photo of a window balance.
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Tom from SWISCO responded:
May 10, 2017
I'm afraid I cannot identify what you have based on this information alone. Please watch the video below to see the process on how to find the best Series to match yours. Then, I recommend that you look at our Channel Balance Home Page and follow the steps in order to find the Series that best matches what you have.


As for why the balance might be frozen, there could be multiple causes. There's no trick that would fix it, though; you will have to find a way to pull it down under the take out clip. See the video below for more details.
A home owner from FL says:
May 10, 2017
more photos of the pgt balance. the length of the metal portion is 24". there were no other stamped markings
User submitted photos of a window balance.
Profile picture of Tom
Tom from SWISCO responded:
May 15, 2017
Perfect! See our S395-24, I think this could work for you. I would also recommend the 2340 option.
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