I think I had a similar issue. Try showing the person you're working with a screenshot of the problem. That worked with me (after 5 people didn't know what to do.) The way to solve my problem which was with the DRM too, I had to: go to "my computer", click tools, click "Folder options", then "View", click "show hidden files and folders", unclick "Hide protected operating system files", click C:, click "documents and settings", click "all users", click "DRM", and delete all those files. Then I clicked a link that was provided by the help people to reformat the "DRM". Not sure if I helped since I can't provide the link (sorry ).
Edit: I would try showing the help guy a screenshot though. Following my advice could lead to trouble