Need Help Balancing DJI RS 4 Mini

Hi all - looking for some help here. I (absolutely no videography experience whatsoever) am trying to help my wife balance her Sony A7 IV camera with lens. I’ve managed to get this far in the setup, and am now trying to balance the tilt axes. Per the videos I’m watching, the camera should be able to tilt up and not move forward / backwards. However, the lens is simply too heavy - it collapses in both directions no matter what I try to do. The combined weight is ostensibly 3.5lbs, so the gimbal should be able to handle it.

What am I doing wrong? Any tips? TIA