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Thanks for your help everyone! After my second phone call to support (and multiple e-mails and chats) I got someone who knew what they were doing. I had my computer remotely controlled again, (only this person only showed me what to do rather than doing it herself), and the Sony people have access to a "reinstall" file that builds off of the library already installed and so she transferred me the file and thank goodness it finally worked!
My library is back on track and I can download google books to my heart's content.
Thanks again,
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