If the windows will not slide up and down two common issues are usually the problem.
First, check to see how much debris or dirt are on the tracks of the windows. Cleaning them usually helps a lot. I also use a trick of spraying the track area with Pledge wax so it provides a slick surface to help you life the sash.
Secondly, you may have a balance issue. The balance is the mechinism that lifts the window. Usually it is a spiral metal rod or a block and tackle piece under the frame. If they are broken or if the sash is not in the cam lock of the balance you will have a difficult time lifting the window sash.
Call the warrenty office and they should be able to tell you right away what the problem is.
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