Thank you for the additional information.
I don’t understand what you are describing as a balance line. I am familiar with a balance line as the line that takes the leakage from the balance disk or drum and routes it back to the pump suction line or supply vessel. What you described is a line coming off the discharge of the pump and spilling back to the DA. I would describe this as a minimum flow spill-back line. A balance line would not normally have a pressure control valve in it. A spill-back line would have some sort of flow or pressure control. So, just to clarify, is this a balance line (based on my definition) or a minimum flow spill-back line?
Rather than wait for an answer, I will address both options.
If this is a balance line, then I can’t imagine why it has a pressure control valve in the line. I don’t understand what parameter would be used to tell this valve to open or close. But, in any case, I would expect that there is some problem with the control of that valve. If some signal (false indication or true) tells that valve to open, then the “balance line pressure” would drop. With lower pressure on the downstream side of the balance disk, the pump might thrust in reverse (depending on the thrust bearing arrangement). The faces of the balance disk would open up and the leakage through the balance line would increase. With more flow through the balance line, the flow available for the outgoing process line would be reduced. Then low flow is registered and the pump trips off.
If this is a minimum flow line, the scenario is very much the same. The pressure control valve on the spill-back line seems like a strange choice. I would normally set the minimum flow control based on flow, not pressure. But, if this is trying to control the outgoing stream to a constant pressure, I guess this could work. If this pressure control were to malfunction, the pressure control valve on the spill-back line could open, diverting flow back to the DA. The outgoing flow to the process line would drop and the pump would trip on low flow. This assumes that the pump would trip on low outgoing flow and not total pump flow (spill-back flow plus outgoing flow).
I am not familiar with any sort of an extraction pump with a single suction and two discharges. I assume that is what you are describing. So, there could be something particular to this type of pump that I know nothing about that could explain your problem. If this pump has all of the impellers in one orientation, then the pressure on the balance line is very, very important for balancing the high thrust. If the impellers are in an opposed configuration, then the net thrust would be much lower and the balance line pressure would not be as critical.
Johnny Pellin