top sash cam

A quick learner from stl mo. says:
I replaced the top sash cam.

upon reinstalling the window,when I pulled the window down per your video the left side of the window did not catch the top of the balance.

It went right past it. Any idea what I did wrong. I tried it twice and did the the same thing again.

Any help appreciated

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Tom from SWISCO responded:
Are you referring to your top sash guide and this video?
If so, I'm not sure what may have gone wrong. Once the top sash guides are in place, they should keep the balance from shooting up. Did they break again? Was your replacement top sash guide the same as the original?
A quick learner from stl,mo. says:
The new sash guide is just like the old one.
The sash guide did not break.It just slide by the balance.
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Paul from SWISCO responded:
In my experience, the symptoms you describe are often caused by there being too much play in the window sash. One possibility is that you are missing a balance. Do you have a balance on both sides of the window? If you do, can you show us a couple pictures of the window? I'd like to see the sash and the jamb tracks on either side.
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