remove stuck balance

A quick learner from Philadelphia says:

Can you tell me how to remove this broken but stuck balance? It popped upward toward the top of the frame. I tried to pulled it down but it will only go so far. I tried to pull it up and out but it's caught. I cannot get the window out.

Thank you,

A customer submitted image of their channel balance hardware.
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Tom from SWISCO responded:
Thank you for posting. I think I know what happened. Looks like your top sash guide broke. With nothing holding it back, the balance shot up to the top of your window. You will have to force the balance down--carefully!--and get it under the take out clip so that you can remove it. Check out our video below to see the best method of removing this kind of balance. You would follow the same steps, except you would first have to force the balance down. Again, I have to stress, be very careful when you do this.

Once that's done, you'll want to replace the top sash guide. I'm not sure what kind you have, though, so I'm not sure what to recommend. Is the other side still installed in the sash? If so, please remove it and take a few pictures of it for me to look at, and we will try our best to identify it. Here's the video I mentioned:
A handy person from Philadelphia says:
Thank you very much. Using your advice I was able to remove the window and the balance. I've attached some photos to help identify the parts that I have. The metal part of the balance is 23" long. Please let me know what you think I need.

Thanks again,

User submitted photos of a window balance.
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Paul from SWISCO responded:
Thanks for getting back to us. I think the top sash guide might be something like our 18-032, but it's hard to tell. What do you think?

As for the balance, I think you should consider our S380-23 channel balance with a 2220 stamp option. Does that look good to you? How does the bottom shoe match your own?
A handy person says:
Thanks for the advice. I thought the same thing you did and I actually already ordered the parts from your site. The window is now fixed. Thanks again for your help.
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Paul from SWISCO responded:
Great! Let us know if you need anything else, and we'll be happy to help.
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