sash sticks up

A handy person from Buffalo Grove, Il. says:
I was installing 2 S350-25 option 2420 . When I put window back in, the sash on right side is sticking out the top plastic part above the window. Not sure what to do. It looks like if I used a wide flat screw driver I could tap it off the the of the window where it is hanging up.

What do you suggest?

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Tom from SWISCO responded:
What do you mean when you say sash? Are you sure you don't mean balance? The S350-25 is the balance, while the "sash" is the term used to describe the framed glass that slides up and down; it's what the balances are actually supporting.

If the balance is sticking up past the sash, then it sounds like your top sash guide is broken. This is a plastic clip found at the top corners of the sash. Please remove one from the window, undamaged if possible, and take a few pictures of it for us. From there, we can try to find a good match.

If the top sash guide is not the issue, please take a picture of where the balance is sticking up so that we can get to the bottom of things.
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