Question:
The device we are using is what we call an ?active? Etherpad ? which means it calls a specific IP address on a designated port. Please let me know if there?s any other reason why you think it may not be working?

Answer:
What I generally do is work from the factory settings (you can reset the settings somewhere); and then make as little as possible changes to get to what I want.
I have on rare occasions managed to tie it in a knot by making lots of little small changes in numerous places. I found that following the above methodology works more reliably. And of course, after every setting, to exit the browser, clear the cache, power down and power up the etherpad, connect again, and make sure it has taken the new settings properly.
The above general methodology works for most scenarios. It might seem overly convoluted, but if you have to drive out to site when things go wrong, you want to get it right the first time.
And test, test, test before leaving site.