Remote connect problem with people on same ISP

[mattykellyuk 18]

Hi

I have some users who have problems accessing my server and it seems that they are all on the same ISP as me.

When I try to access my domain from my home network (where the server is) this also fails. I can use emby as normal as I guess it goes through the local routine but going to https://emby.xxx fails on chrome. Could this be related?

It's quite annoying and I have failed to sort as I have some users on my ISP who can't access through a few year old TV but a few year old fire stick works fine. Another who only uses chrome and gets a 'This site can't be reached' error when trying to go the above domain.

Any help would be great

Thanks

Matt

Edited November 17, 2021 by mattykellyuk

[mattykellyuk 18]

@@cayars

You were so helpful before. Would be great if I could have some more of your time if your available.

[Luke 42083]

Hi, please go through the steps in our Connection Troubleshooter:

https://support.emby.media/support/solutions/articles/44001849007-connectivity

Then let us know which ones succeed and which ones do not. Thanks !

[Happy2Play 9783]

@LukeConnectivity works as you can connect via the link above.

But have not seen a issue where multiple connections to Emby address not working.

Now from a internal standpoint there could be a hairpin loopback (router blocking) issue trying to access your https address local.

Pretty sure there are other topics on old TV's having issues using https.  What model tvs?

I will remove/edit this url after some troubleshooting happens.

 

[mattykellyuk 18]

5 hours ago, Luke said:

Hi, please go through the steps in our Connection Troubleshooter:

https://support.emby.media/support/solutions/articles/44001849007-connectivity

Then let us know which ones succeed and which ones do not. Thanks !

Thanks had a look and no help. It is working locally for me and externally for most but not all which is the problem.

[mattykellyuk 18]

5 hours ago, Happy2Play said:

@LukeConnectivity works as you can connect via the link above.

But have not seen a issue where multiple connections to Emby address not working.

Now from a internal standpoint there could be a hairpin loopback (router blocking) issue trying to access your https address local.

Pretty sure there are other topics on old TV's having issues using https.  What model tvs?

I will remove/edit this url after some troubleshooting happens.

 

Can you provide support or links about setting up a hairpin loopback?

[Luke 42083]

7 hours ago, mattykellyuk said:

Can you provide support or links about setting up a hairpin loopback?

Maybe this helps? https://serverfault.com/questions/55611/loopback-to-forwarded-public-ip-address-from-local-network-hairpin-nat

This is something you need to setup outside of Emby Server first. But generally speaking there's not much need to do that as the only thing it gives you is the ability to use your external url from inside your LAN network. Our Connection Troubleshooter goes over all of this.

[Luke 42083]

7 hours ago, mattykellyuk said:

Thanks had a look and no help. It is working locally for me and externally for most but not all which is the problem.

Exactly which steps succeeded and which did not?

[mattykellyuk 18]

58 minutes ago, Luke said:

Exactly which steps succeeded and which did not?

No steps are a problem.

It works for most people absolutely fine but other not. Spoke to someone who goes to the url I mention above and just gets the 'This site can't be reached' error in chrome. But if you click it I imagine it will work as it does for me. As i say the people who seem to have this problem are all on the same ISP as me.

Thanks

[Carlo 4561]

@mattykellyuk This is usually an ISP routing problem.

Can you have someone you know using the same ISP to try dropping to a command prompt and doing a trace route to your domain?
Alternately if you know there IP you could do the trace route to them.

What is likely happening is you are on the same set of IPs and the ISP has taken a short cut in setting up routing.  So effectively it won't allow you to connect to other hosts on the same subnet. A trace route will likely stop dead at your ISP gateway if this is the case.

Probably the best work around and all around good thing to do is get your Emby Server setup behind Cloudflare.  Once you do this all client requests will go there first instead of directly to your server bypassing the problem.  That will get you image caching as well as all the protection features they offer as well. You would need to setup their DNS servers as authoritative for you domain and then configure a few things but it's not hard to do.

Carlo

[mattykellyuk 18]

17 hours ago, cayars said:

@mattykellyuk This is usually an ISP routing problem.

Can you have someone you know using the same ISP to try dropping to a command prompt and doing a trace route to your domain?
Alternately if you know there IP you could do the trace route to them.

What is likely happening is you are on the same set of IPs and the ISP has taken a short cut in setting up routing.  So effectively it won't allow you to connect to other hosts on the same subnet. A trace route will likely stop dead at your ISP gateway if this is the case.

Probably the best work around and all around good thing to do is get your Emby Server setup behind Cloudflare.  Once you do this all client requests will go there first instead of directly to your server bypassing the problem.  That will get you image caching as well as all the protection features they offer as well. You would need to setup their DNS servers as authoritative for you domain and then configure a few things but it's not hard to do.

Carlo

Ah that interesting and make some sense although I am using Cloudflare. Are there any settings I should look at?

[Carlo 4561]

I don't want to give you a bunch of things to look at as that could make things worse making changes.
Would you like me to remote in and we can take a look at things so I get a better idea of the setup and try and help you that way?

If so send me a PM and we'll set that up.

[mattykellyuk 18]

9 minutes ago, cayars said:

I don't want to give you a bunch of things to look at as that could make things worse making changes.
Would you like me to remote in and we can take a look at things so I get a better idea of the setup and try and help you that way?

If so send me a PM and we'll set that up.

That would be great. I'll message you

[Luke 42083]

Have you been able to resolve this?

[Carlo 4561]

Yes, we got it fixed up doing a remote support session.

His ISP's DNS server was not responding back with his domain info. I queried it directly and nada.

So we switched his computer to using Google DNS for now and will check back in a day or two and see if the ISP is returning correct records yet.
If not we can likely change the DNS servers on his router.  That will work for him, but could be a problem for other people using the same ISP unless they too change DNS servers.
@mattykellyuk and I have a private communication going in PM for this.