run has dislogged and window will not drop

A quick learner from port st lucie says:
November 29, 2021
90783189/07 53.1250 63.000 b5sh 20010 8/16/05
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??? i cant read

The right side rod is all the way up and the top plastic piece has snapped off and the rod is up at the top.

please advise.

How do I correct this?
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Emily from SWISCO responded:
December 2, 2021

Hi there!

It sounds like you may need a new top sash guide and channel balance. Can you remove an undamaged balance from the window with the end fittings intact and show us? If this is a non-tilt window, take a look at the video below on the replacement process and let me know if this helps. 
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