autorization e-reader sony

I have a problem with the permission of my adobe reader sony PRST3 ID.

The problem has existed for quite some time, assistance sony had attributed to a problem with the drive. Now I procured a new player but the problem remains.

I try to authorize my sony reader through the software "reader for pc" but I get the message: "unable to authorize the device"

Would it be possible to delete all the devices currently associated with my ID? How should I proceed? I tried to get help (recerence number 213 029 176), it is difficult for me to speak in English on the phone. Can you help me please?