It's a gravity weight winding chain - one for the clock mechanism and the other for the chimes. Tiffany does not say which is the stuck one - neither does she say anything about the clock - the make of it.
The trouble is Tiffany - nobody here can see your clock - see inside it - understand what's gone wrong - so you can not reasonably expect a sensible answer. Take it to a clock repairer in your locality.
Ding-dong...
April 2016
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