Moved abroad now cannot access remotely

[longstreath 8]

I have Emby with a DS 918 Synology NAS. I am using Mac OS computers and DSM 7.0.1

I recently moved from Indonesia to Thailand and hand carried the NAS with me. I have now set it up in Thailand and can access it from my Mac via LAN. I cannot however get Emby to be accessed remotely, and I do not think that Emby can access the internet to be able to find metadata or refresh metadata.

Does anyone know what I need to do to rectify this?

[Luke 42078]

Hi, have you tried setting up port forwarding in your router? Does your new ISP allow opening these ports?

[longstreath 8]

7 hours ago, Luke said:

Hi, have you tried setting up port forwarding in your router? Does your new ISP allow opening these ports?

Hi Luke,
I have no idea whether the ISP allows this, and have the language barrier to deal with too. On top of that I am not that tech savvy to know how to set up port forwarding, so any pointers would be very much appreciated.

Happy Christmas, and thanks for getting back to me.

[Luke 42078]

On 12/24/2021 at 6:10 PM, longstreath said:

Hi Luke,
I have no idea whether the ISP allows this, and have the language barrier to deal with too. On top of that I am not that tech savvy to know how to set up port forwarding, so any pointers would be very much appreciated.

Happy Christmas, and thanks for getting back to me.

Merry Christmas to you as well. What kind of router do you have?

[longstreath 8]

I have an AIS Fibre Super Mesh. I dont have access to it though as the wife had the internet set up before I got here and didnt get the details. 

I will try to get the login details next week when they are open again.

Edited December 26, 2021 by longstreath

[Carlo 4561]

Hello @longstreath, from what you described it's hard to know exactly where to start looking but we can narrow things quite quickly with a bit more information.

Since you said you can access your Emby server from the Mac on the new LAN that would indicate your NAS knows it's on a different network and adjusted correctly. So let's start with this.  Login to Emby Server and go to the Dashboard.  You will see a local and remote IP listed.  If you don't see a remote IP shown let us know.

Now from your mac open a browser and go to https://canyouseeme.org.  Does the IP it's showing you match what Emby shows for remote IP?  If not we found the issue and need to move in a different direction to work around your ISP blocking you.

Assuming the IPs match, run the test.  If it passes this is good and would seem to indicate the router is port forwarding correctly.  If this fails that would indicate the router needs a port forward added.

Homework: See if you can login into your home router. It will be the gateway address you see in networking.  Likely opening a browser going to http://192.168.0.1 or http://192.168.1.1 will be the router. Check the router for a label that may have a username/password printed on it.  If it doesn't have this try Googling the specific router you have for default login credentials which you should be able to find. You could also try admin/admin, admin/password, admin blank password.

Let us know how far you make it. Depending on what you find out maybe a remote support session would help but we would likely need to login to the router so see how far you can progress.

Carlo

[longstreath 8]

Hi Cayars,

Thanks for helping out here, and sorry about being a complete IT numpty. OK:

1. You will see a local and remote IP listed.  If you don't see a remote IP shown let us know.
I can see both, and when clicking on the In-Home (LAN) Access link, it opens up to the web based version of Emby. However when I click on the Remote (WAN) access link, it states; Site cant be reached

2. Does the IP it's showing you match what Emby shows for remote IP?
The IP shown in canyouseeme is totally different to the IP shown by Emby. The IP shown by Emby is http://xxx.xx.1.2 whereas the IP shown in canyouseeme is xxx.xx.xxx.159

3. Homework
I can get to the router welcome screen but cannot log in. I have tried using password combinations, but it comes up with Incorrect User Name/Password combination. Please try again. I will ask my wife to contact the provider and ask for the access details.

Why would my actual IP address and the Emby IP address be different? I also have issues with remote access to my NAS, so am wondering if this is also the reason. I can access the NAS via the Synology Web assistant that shows the same IP: xxx.xx.1.2. When I look at the External Access on my NAS DSM, it shows me xxx.xx.0.8, with the first xxx.xx numbers being the same as Emby shows.

Confusing!

 

Edited December 27, 2021 by longstreath
Corrected spelling mistake

[longstreath 8]

Hi Carlo,

As an update to the above, I have managed to get the Username/Password combo from the provider so can access the router setup.

Not sure if this is of any help, but when looking at the settings there is this dialogue in the Advanced tab:

 

[Luke 42078]

@longstreath I would try adding port mapping and let us know if that helps. Thanks.

https://support.emby.media/support/solutions/articles/44002137137-remote-setup

[Carlo 4561]

On 12/26/2021 at 7:09 PM, longstreath said:

Hi Cayars,

Thanks for helping out here, and sorry about being a complete IT numpty. OK:

1. You will see a local and remote IP listed.  If you don't see a remote IP shown let us know.
I can see both, and when clicking on the In-Home (LAN) Access link, it opens up to the web based version of Emby. However when I click on the Remote (WAN) access link, it states; Site cant be reached

2. Does the IP it's showing you match what Emby shows for remote IP?
The IP shown in canyouseeme is totally different to the IP shown by Emby. The IP shown by Emby is http://xxx.xx.1.2 whereas the IP shown in canyouseeme is xxx.xx.xxx.159

3. Homework
I can get to the router welcome screen but cannot log in. I have tried using password combinations, but it comes up with Incorrect User Name/Password combination. Please try again. I will ask my wife to contact the provider and ask for the access details.

Why would my actual IP address and the Emby IP address be different? I also have issues with remote access to my NAS, so am wondering if this is also the reason. I can access the NAS via the Synology Web assistant that shows the same IP: xxx.xx.1.2. When I look at the External Access on my NAS DSM, it shows me xxx.xx.0.8, with the first xxx.xx numbers being the same as Emby shows.

Confusing!

 

1. is normal and will depend on how the router handle loopback/hairpinning so the click on remote not working isn't a big deal.
2. This is a bid deal and a problem.

Do this for me.  Open a command prompt window by holding down the Windows key and hitting R for run.  Type in cmd

Now at the command line type:
tracert 8.8.8.8

Copy the results or take a screen shot and PM them to me to take a look at.  What I suspect is the first hot or two after the packet leaves your LAN will start with 10, 172, 196 which are special reserved IP addresses often used by ISP vs your packet being on a true public IP.  The use of these IPs almost always guarantees you are behind a CGNAT and no public IPs can be routed in bound to you that were not solicited. Put another way, inbound packets hit a wall and aren't allowed to get to your server.

There are ways around it, but let's verify if this is your problem first,
Carlo

On 12/27/2021 at 1:07 AM, longstreath said:

Hi Carlo,

As an update to the above, I have managed to get the Username/Password combo from the provider so can access the router setup.

Not sure if this is of any help, but when looking at the settings there is this dialogue in the Advanced tab:

 

 

[Luke 42078]

@longstreath has this helped?

[longstreath 8]

6 hours ago, Luke said:

@longstreath has this helped?

So far I still have the issues, but am working through it with @cayars.

[longstreath 8]

Well, I just spent an hour watching @cayars do a remote fix and sort out all my problems. This guy is an absolute wizard, and I cannot thank him enough for all the help he has given me. 

He is a credit to the Emby community, and I wish him all the success in the world!

[Carlo 4561]

Thanks appreciated, we aim to please.