After ISP change, can't connect to Emby Server using WAN anymore

[RhoSer 1]

Hello, after swapping from Bouygues to my new ISP Free (I use a freebox), family members can no longer log into their accounts from their home address. It's saying that the WAN IP address doesn't allow the connection.

I've followed thoroughly the steps outlined here: https://emby.media/support/articles/Connectivity.html#external-connections and I still cannot log into Emby outside the local network. 

I've made sure to enable automatic port forwarding via my router since it supports UPnP.,
I have changed the tag <IsPortAuthorized> to false in the xml file located here: C:\Users{username}\AppData\Roaming\Emby-Server\programdata\config\system.xml,

I've seen insights related to DCHP reservation but first I wasn't sure how to set that up properly, and second I couldn't gauge whether it was relevant to my issue here.

Could anyone provide guidance on what to do next?

[Abobader 3503]

Hello RhoSer,

** This is an auto reply **

Please wait for someone from staff support or our members to reply to you.

It's recommended to provide more info, as it explain in this thread:

Thank you.

Emby Team

[MBSki 1125]

Take a close look at the port forwarding section. Did you adjust these settings on your router?

[seanbuff 1375]

2 hours ago, RhoSer said:

Could anyone provide guidance on what to do next?

It is highly likely that switching to Free has put you behind CGNAT.

You will need to request to switch to their "IPv4 Full Stack" plan to be able to access your Emby Server via its WAN address again.

[RhoSer 1]

@seanbuffThank you so much, I sent Free an email after reading your message and they answered this morning, stating that it was an option to check in my customer account, on their website. Within 30 minutes it was possible again to access Emby using the WAN IP address. Appreciate the fast answer here, it ended a mystery and a frustration all at once. Have a nice day!