window will not stay up

A quick learner says:
I order balance 380, for some of my windows
am thinking the side part thst is attached to window is bad where the window will not stay up
User submitted a photo of window hardware.
Profile picture of Paul
Paul from SWISCO responded:
Looks like you're referring to the top sash guide. I'm not sure exactly what you have, but I can identify it if you show me pictures of it removed, and if you tell me its dimensions. Also be sure to watch this video. I think you'll find it helpful.
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