Certificate for 2 license upgrade has 1 s/n so 2nd license doesnt work

My user is running CS6 and purchased a 2 license upgrade for Design and Web Premium CS6 Upgrade and received the certificate with only one s/n.  One system upgrades fine, but the second system acts  like it is using shareware.  It requires reinstallation every 30 days or so (verified with user and Tier 1 support - Help Desk).  I am Tier 2 support, so I need to find out what is going on here.
I have been on the phone on hold for 1hr 56min effective this post, and have 30 minutes before my day is over.  Since I am Govt., I can leave the phone on and running all day if need be.
So, why doesnt this thing work the way the Certificate (and my Help Desk) claims it should?

http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html
Mylenium

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