Have had quite a lot of experience with balance drum and piston designs malfunctioning on multistage pumps. Firstly, does this pump have a single drum designed to take up 95% of the thrust with a tilting pad or heavy duty ball bearing to accept the remaining 5% of does the pump have a combined drum and balance disk or just a disk that allows the rotating element to float and find its own running position? I ask this question as there are several balance devices and combinations about.
If you only have a disk fitted that operates like a variable orifice it will run at about 0.005 thou from the stationary plate. The thrust is taken up hydraulically. On some designs, especially if pumping petroleum products, a thrust bearing was fitted to prevent the impellers running up and seizing on the pump chambers in the event of a balance disk failure. The bearing will run very hot warning the operations to shut the unit down but at least it will prevent a catastrophic failure.
Perhaps you can explain the device you have fitted in more detail and I will try and assist you better. A sectional arrangement drawing would be better still.