No remote connections after ISP change. Same router.

[wakeboarder141 40]

I changed ISP's today, and now all of my remote connections fail from any device.  Local connections work fine.  I made sure port forwarding is setup on my router, which did not change.  Emby Connect doesn't see any servers, and trying to connect manually always fails.  I have checked that the Emby IP address is correct.  My external IP address has changed, but I don't know what else to check.  Thanks.

[Q-Droid 989]

Make sure your router's own WAN IP is the same as what canyouseeme.org is reporting. You could be behind double NAT with the new ISP device(s) or CGNAT with the ISP itself. Double NAT is often easy to fix, CGNAT is a different story.

 

[wakeboarder141 40]

8 minutes ago, Q-Droid said:

Make sure your router's own WAN IP is the same as what canyouseeme.org is reporting. You could be behind double NAT with the new ISP device(s) or CGNAT with the ISP itself. Double NAT is often easy to fix, CGNAT is a different story.

 

They are both showing the same IP address, but when I check the port for Emby it fails.  When they installed the service the router gave me an error that it was changing the IP address because of a conflict.  It changed it all to a range like my 10Gb network has of 10.10.etc.  I went back in and manually changed it back to the original 192.168 format, and everything seemed good.  Except for this.

[Q-Droid 989]

Something doesn't add up because you posted that you kept your old router. Did you? And if so then your LAN subnet should not have changed, only the WAN IP for the new ISP.

If you have a new router then basically start from scratch.

- Make sure you have the LAN subnet you want - 10.10/ or 192.168/

- Make sure the Emby server has a good LAN IP and preferably fixed, not DHCP.

- If you do have a new router and Emby is on a Windows machine then make sure the new network profile is private, not public.

- Go thru the port forwarding setup again on the router to verify/fix/add whatever is needed. And that it's indeed port forwarding, UPnP disabled, and not port triggering.

- Test.

[wakeboarder141 40]

7 minutes ago, Q-Droid said:

Something doesn't add up because you posted that you kept your old router. Did you? And if so then your LAN subnet should not have changed, only the WAN IP for the new ISP.

If you have a new router then basically start from scratch.

- Make sure you have the LAN subnet you want - 10.10/ or 192.168/

- Make sure the Emby server has a good LAN IP and preferably fixed, not DHCP.

- If you do have a new router and Emby is on a Windows machine then make sure the new network profile is private, not public.

- Go thru the port forwarding setup again on the router to verify/fix/add whatever is needed. And that it's indeed port forwarding, UPnP disabled, and not port triggering.

- Test.

Emby server is running on a Synology NAS.  The Orbi router stayed the same.  The only hardware change was the new fiber modem from the new ISP.  It prompted me on the router config page when I opened it with the new modem attached that there was a conflict, and it had changed the LAN TCP/IP settings and the DHCP settings to reflect 10.10.*.  Would it be worth it to try factory resetting the router since it seems to be at the center of the problem?

[Q-Droid 989]

Maybe best to first understand what you have. Is the new fiber device from the ISP an OLT/ONT with an ethernet port for your router or is it a gateway/router itself connected to or with built-in ONT? What is the type/model of the device you're plugging the Orbi to on the WAN side?

[wakeboarder141 40]

50 minutes ago, Q-Droid said:

Maybe best to first understand what you have. Is the new fiber device from the ISP an OLT/ONT with an ethernet port for your router or is it a gateway/router itself connected to or with built-in ONT? What is the type/model of the device you're plugging the Orbi to on the WAN side?

The device that replaced my cable modem is a Nokia XS-010X-Q.  I see that ONT is the correct term, not modem.  It has a fiber line in, then an ethernet cable out to my router.

[rbjtech 5284]

Confirming you have a separate ONT is key.

The ONT just coverts the fibre to Ethernet - but it still needs a PPPoE connection to be made.  Now as you said you kept your old router - that may be fine, but you need to ensure that you have a PPPoE connection configured (with possibly login credentials) for your new service on your router WAN interface.

ISP > Fibre > ONT > WAN Ethernet > WAN Port/PPPoE > Router > NAT/DHCP/FW etc > LAN Ethernet > Your LAN switch etc

That is basically the setup.

Edited January 6, 2023 by rbjtech

[Q-Droid 989]

10 hours ago, wakeboarder141 said:

Emby server is running on a Synology NAS.  The Orbi router stayed the same.  The only hardware change was the new fiber modem from the new ISP.  It prompted me on the router config page when I opened it with the new modem attached that there was a conflict, and it had changed the LAN TCP/IP settings and the DHCP settings to reflect 10.10.*.  Would it be worth it to try factory resetting the router since it seems to be at the center of the problem?

Factory reset can be more work though it would also clean up any settings you might have that were specific to the old ISP. A clean slate is not a bad approach.

[wakeboarder141 40]

5 hours ago, rbjtech said:

Confirming you have a separate ONT is key.

The ONT just coverts the fibre to Ethernet - but it still needs a PPPoE connection to be made.  Now as you said you kept your old router - that may be fine, but you need to ensure that you have a PPPoE connection configured (with possibly login credentials) for your new service on your router WAN interface.

ISP > Fibre > ONT > WAN Ethernet > WAN Port/PPPoE > Router > NAT/DHCP/FW etc > LAN Ethernet > Your LAN switch etc

That is basically the setup.

Could you clarify what you are suggesting I try?  I was not given any login credentials from the ISP, but everything besides remote Emby connections seems to be working.

[rbjtech 5284]

Who is the ISP ?

There may just be generic PPPoE login details that work with the ONT for your 3rd party router.

 

[wakeboarder141 40]

Just now, rbjtech said:

Who is the ISP ?

There may just be generic PPPoE login details that work with the ONT for your 3rd party router.

 

Hunter Fiber.  Does it make sense that it could be a login issue when my internet connection works fine except for remote Emby connections?

[Mnejing 23]

Cursory check suggests Hunter Fiber doesn't use CGNAT, so it's probably safe to ignore that.

[Q-Droid 989]

52 minutes ago, wakeboarder141 said:

Hunter Fiber.  Does it make sense that it could be a login issue when my internet connection works fine except for remote Emby connections?

Were you using any synology services or proxy for your remote access? If so do you need to update or re-register the new IP/ISP on your NAS or with synology? Just a WAG... 

[wakeboarder141 40]

15 minutes ago, Q-Droid said:

Were you using any synology services or proxy for your remote access? If so do you need to update or re-register the new IP/ISP on your NAS or with synology? Just a WAG... 

No.  Just a simple Emby setup.  As a test I swapped back to my old ISP cable modem, and it now has the same problems that I have on the new fiber.  I even swapped to an old router, and it also is behaving the same way.  No remote connections will work at all, but the local server is fine.  I'm not sure what could have changed that now 2 routers and 2 ISP have the same issue.  I did a factory reset on both routers to test with no change. 

[Q-Droid 989]

I guess you could post your router port-forwarding settings for the Emby/NAS IP, anonymize as needed.

It should be pretty straightforward, a swap from old WAN connection to the new one. I still can't think of a reason why you had the conflicts that changed your LAN subnet.

Shouldn't have to ask...but did you reboot everything after the router/ISP swap? Considering the LAN was affected too.

 

Edited January 6, 2023 by Q-Droid

[wakeboarder141 40]

26 minutes ago, Q-Droid said:

I guess you could post your router port-forwarding settings for the Emby/NAS IP, anonymize as needed.

It should be pretty straightforward, a swap from old WAN connection to the new one. I still can't think of a reason why you had the conflicts that changed your LAN subnet.

Shouldn't have to ask...but did you reboot everything after the router/ISP swap? Considering the LAN was affected too.

 

I have reset everything multiple times.  I find it most strange that the problem persists between ISPs and also different routers.

[wakeboarder141 40]

Another update, I have also been getting errors on my Synology NAS such as "System Configuration Backup Failed" and "Outlook OAuth refresh token error."  Is it possible there could be a Synology component to the issue?

[rbjtech 5284]

Changing ISP should make no difference to emby.

Clear the emby log and restart emby - then post the log, that would then give us info on it's IP subnet etc.

 

 

[wakeboarder141 40]

2 hours ago, rbjtech said:

Changing ISP should make no difference to emby.

Clear the emby log and restart emby - then post the log, that would then give us info on it's IP subnet etc.

Here is the log after the Emby restart.  I don't know of a way to clear the log first if I needed to do that. Also, this is all back on original equipment and original ISP trying to get back to working.

embyserver.txt

Edited January 7, 2023 by wakeboarder141

[rbjtech 5284]

ok - so emby is detecting two local ip addresses - (these are private IP's - so perfectly ok to publish here)

192.168.1.29

10.10.10.5

I believe you said the 10.10.10.x network is your 10Gig Network - but do you want emby to use that or the 192.168.1.x network ?

It appears all external connection attempts are failing - suggesting emby is trying to use a network that has not internet access - the 10.10.10.x network ?

I would force emby to use just the 192.168.1.29 address .

In 'Server > Network'

This is an example where I am forcing emby to use 192.168.30.100

Once done and rebooted - then set your port forward rule in your router (WAN any:any > Emby 8097/8920 etc - to point to 192.168.1.29

(note, the local server is listening on 8097, not 8096 according to the log)

from the log showing all external comms failing -

Edited January 7, 2023 by rbjtech

[rbjtech 5284]

Also noticed a few queries on your network gateway - emby says it's 192.168.1.2 ?  Is that correct ?   As there are also DLNA activity using that IP which doesn't make a lot of sense.

Gateway's on these routers are usually 192.168.1.1 or 192.168.1.254 - you may have it manually set ?

Worth checking - as this may explain why you can't get any WAN connectivity working (it can't leave by the gateway) but local emby (LAN) is working just fine.

Edited January 7, 2023 by rbjtech

[wakeboarder141 40]

6 minutes ago, rbjtech said:

I believe you said the 10.10.10.x network is your 10Gig Network - but do you want emby to use that or the 192.168.1.x network ?

It appears all external connection attempts are failing - suggesting emby is trying to use a network that has not internet access - the 10.10.10.x network ?

Correct, the 10.10.10.x network is my 10Gb which has never had anything to do with Emby. I am not even sure how that got mixed up in Emby except for that weird error I got on the router when it switched to a 10.10.x network for some reason.  The 10Gb network is just a direct line from my PC to the NAS, and doesn't even run through that router.  I don't remember why I used 8097, but it has been that way since I started using Emby.  I will make those changes and try it.  Does that LAN Networks field need to be filled out or just the Local IP address field?  Thanks.

[rbjtech 5284]

8 minutes ago, wakeboarder141 said:

 Does that LAN Networks field need to be filled out or just the Local IP address field?  Thanks.

You can leave that blank - sorry, I already had a pic of it so just used that containing both fields - LAN networks is only related to whether emby considers it a LAN local or remote connection.  Ignore it ..

[wakeboarder141 40]

9 minutes ago, rbjtech said:

Also noticed a few queries on your network gateway - emby says it's 192.168.1.2 ?  Is that correct ?   As there are also DLNA activity using that IP which doesn't make a lot of sense.

Gateway's on these routers are usually 192.168.1.1 or 192.168.1.254 - you may have it manually set ?

Worth checking - as this may explain why you can't get any WAN connectivity working (it can't leave by the gateway) but local emby (LAN) is working just fine.

The 192.168.1.2 is a wired connection to my stereo receiver I believe.  No gateway was manually set.  This is a stock, factory reset router that I only changed the port forwarding to add 8097.