top tilt window jammed

A home owner from reading ma says:
the window shoe is jammed cannot move up or down, the pivot bar is broken & has to be replaced. i have in the past replaced pivot bars (#26-412) with no problems. My question should the shoe be replaced? if so, how?? Shoe does not look damaged. I will await your response before ordering pivot bar. Thank you
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Tom from SWISCO responded:
If the shoe isn't damaged, try spraying the track with silicone and seeing if that helps. If not, then it may be time to replace it. Though, I just had a thought: is the shoe jammed while the sash is installed, or only while it's out? Shoes lock into place once the sash is removed. You can unlock them by manually turning the cam with a screwdriver. Just be careful, as they're under pressure from the balance and will likely shoot up, so keep a firm hold of it.
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