sash won't hold the balance

Question

I just got 12 of the Series 390 balances. When reinstalling the sash, I hook the window, hold the sash up in the channel, and lower it.
The sash does not engage the balance. What's wrong?

Jasmine · Accepted Answer

Thanks for reaching out! It is likely that you'll need to replace the top sash guides at the very top corner of the window. The top sash guide helps to guide the sash and balances in the window. Since your window will not engage with the balance it is likely that they are either damaged or missing altogether.

Take a look at the video below for instructions on how to replace the top sash guide in the window. If you find that this is the issue, I'll need to see a photo of an undamaged guide to determine the correct replacement.

Feel free to reach out with any questions.