External Connection Issue - Superloop NBN

[karesama 0]

About 3 months ago I transitioned from a fibre to the node to direct fibre nbn connection; Superloop is my ISP (Australia).

 

DS Video continued working as normal, however I am still having trouble connecting remotely to emby. I have worked through the trouble shooting page for several weeks, ensuring that my local access is fine (which it is), and my ISP recently changed cgNAT so that I am now using a static IP (we also ensured there was no ISP blocking of emby). I have also ensured port forwarding is sorted on my router, and windows firewall settings are to the required emby settings.

 

In the end I thought emby connect might assist but am still unable to listen to my music when away from my home Wi-Fi.

 

Is there any other quirks I need to address, or is there something further I need to work through with my ISP?

[Luke 43191]

Quote

In the end I thought emby connect might assist but am still unable to listen to my music when away from my home Wi-Fi.

Hi there, what exactly happens when you try?

[karesama 0]

Hi Luke, thanks for reaching out. I am only trying through the app, it's worked fine for years. Post the ISP change, the error is the standard "Unable to Reach synology - We're unable to connect to the selected server right now. Please ensure it is running and try again". The server is running.

[seanbuff 1423]

30 minutes ago, karesama said:

I have worked through the trouble shooting page for several weeks

When you go to https://canyouseeme.org/ and do a port check on the port you have forwarded -- what is the result?

[karesama 0]

Hi @seanbuff, not good news, but hopefully getting a step closer to resolution:

Error: I could not see your service on xxx.xxx.xx.xx on port (80)

Edited 3 hours ago by karesama

[seanbuff 1423]

1 hour ago, karesama said:

Error: I could not see your service on xxx.xxx.xx.xx on port (80)

Are you actually port forwarding on port 80 though? The default Emby http port is 8096

[karesama 0]

Yes, I have port forwarding set up for 8096, here is the latest test with same error: on port (8096)

[seanbuff 1423]

OK then it means something along the chain is not allowing open communication to the public internet.

I know you said you've been reviewing the Connectivity guide for weeks, which step in the Troubleshooting guide do you get unstuck? https://emby.media/support/articles/Connectivity.html#troubleshooting-external-connections

Are you sure Superloop have given you a static IP? I myself am also on Superloop so I know for a fact that they do not block connections, however you need to explicitly ask to be removed from cgNAT. Have you confirmed you don't have a double NAT situation as per the guide?

You're saying the only thing that changed is the ISP, so that's where I would be focusing.