Itunes not recognising HD space on ipod

I have an ipod and my girlfriend has a mini ipod which we both use with one version of itunes.
I have 9 gigs worth of songs on my 20 gig Ipod and it works fine.
She updates from a playlist but can't get more than 2 gig of songs on her 4 gig mini-ipod.
We took it into an apple shop who told us we had illegal software on it. We didn't install any but the bloke reckons it can come from a virus and our guaranty is void as a result. Nice. Cheers apple! Despite having a firewall and our virus killer and spysweeper not being able to detect a virus, we are told we have illegal software. Which we can't see!?
Anyway, he said the problem is that this software takes up 2 gig so I don't notice it on my ipod but it stops my girlfriend getting 4 gigs worth of songs on hers.
Sure enough, if I plug in my 20 gig ipod, itunes reports it has 9.18 gig of songs and 9.38 gig spare which together is 18.56 gig. So less than the 20 gig I should have.
So how do I get rid of this illegal software, what does it look like? I have tried resetting the ipods and reinstalling the latest software from apple. It doesn't help.
Anyone?

First off, you will only have 18.62GBs of real space on a "20GB" iPod. See why here: Buegie, "Ipod mini wont update ?!?!" #4, 01:11pm Oct 23, 2005 and Wade Peeler, "Ipod 60Gb only has 55Gb available in XP?" #2, 06:46pm Sep 26, 2005
Secondly, I am not sure that you got the best of info on the "illegal software". There has been little, if any, other posts to this effect here.
I suspect that a complete Restore of the mini will allow a clean slate for a full download of music from your iTunes. Not a Reset or software Update -- a full Restore.
Run the iPod Updater.
Go to: Start ==> Programs ==> iPod.
It should initialize then ask you to connect an iPod.
Connect the iPod when asked (not before) and you should have two options available: Update or Restore.
-- Choose the Update option and it will update your iPod's firmware to the latest version.
-- Choose the Restore option and it will update your iPod's firmware to the latest version
b and
format your iPod's hard drive.
Make sure you chose
i Restore.
Adapt the above if you are a Mac user.

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