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If the device is not getting to the server at all (no connection), then it is hard to say what is happening. It could be DNS on the device or something like that. You really need to open a PMR and include a Problem Report from the device for the logs to be analyzed.
If you want to continue to try and debug yourself, make sure you can log into the /servlet/traveler using the browser on the device. After that, make sure the device was configured with the external address and not an internal only one.
Feedback response number RSSN8E7NLU created by ~Michelle Umapuloni on 02/18/2011