Emby Connect not working after server restored from backup

[zmediaserver 5]

Hello, my Emby server "crashed" last night, and after a restore from a backup everything seems to be working fine except none of my users can login using Emby Connect.

 

Overview of what happened:

- The default transcoding-temp folder grew several dozen GBs and maxed out my C Drive

- I changed the default path of the transcoding-temp, cache, and temporary conversions folders to a drive with plenty of space

- I restarted the emby-server from the web dashboard

- Emby-server opened a new tab using the default port showing the welcome/setup wizard. I could no longer connect to emby-server on the url:port I was previously using.

- I clicked through the wizard, then navigated to the server-backup plugin and restored emby-server from the latest backup.

- Emby-server restarted and appeared that all settings were back to normal

- However, Users can no longer connect using Emby Connect

- Users can connect remotely using manual login

 

Details

Yesterday I noticed my C Drive was full. After some investigating I found that the Transcoding-temp folder in %AppData%\Roaming\Emby-Server\programdata\transcoding-temp was the culprit. I changed the transcoding temporary path in the Emby Server Transcoding settings to a folder on a different drive with plenty of storage space, clicked save, then navigated over to change the path of the Cache and Temp Conversions folders also. Save again, then I restarted emby-server.

After several minutes a new tab opened in my browser with the Emby-Server welcome/startup wizard on the default port. I tried to access Emby-Server on the port I normally have it set to, but was unable to connect. I proceeded through the startup wizard, then navigated to the server backup and restore plugin. I noticed my library, users, Emby Premier key, and plugins were still there, even though the server name and network settings had be "reset" to their defaults. I completed the restore from my last backup and restarted Emby-Server again.

Everything seemed to come back to normal, except now none of my users can access the server through Emby Connect.

When a user tries to login with Emby Connect, it says "Connection Failure We're unable to connect to the selected server right now. Please ensure it is running and try again." Users can login manually with no issues. It seems like Emby Connect is pointing my users to the wrong/old instance of my emby server even though the server name, URL, port, etc. are all the same as they were before the restore. How do I resolve this?

Logs from before, during, and after the restore attached. Thank you!

embyserver-63727760658.txt embyserver-63727761562.txt embyserver-63727776000.txt

[ebr 16185]

Hi.  If you restore your server, Connect attachments are not carried forward.  You will need to re-link the connect accounts.

You can do this by blanking out the connect field and saving and then filling it back in and saving.

Thanks.

[zmediaserver 5]

Well... that sounds easy enough. Thanks!

[zmediaserver 5]

Hi @ebr - I went through and removed, saved, then re-added and saved again, the Emby Connect account for each of my 35 users, and most of them are still unable to access my server through Emby Connect. They are reporting they're either being told invalid username/password, or when using the emby.media/pin option, the pin is accepted, but the TV app does not advance past the PIN number display. These issues have been reported on the Android, Roku, Fire TV, iOS and AppleTV apps.

Please let me know what other troubleshooting options I can explore or what other information I can provide you for assistance. Thank you.

[ebr 16185]

Try having one of the users remove/delete the server from their server selection screen.  Then you remove their Emby ID, save, re-add their ID and save.  Then have them go through the PIN process again.

[Luke 42081]

Hi, has this helped?

[zmediaserver 5]

Hi @luke, @ebr,

Deleting the server on the user's side didn't seem to make a difference. I tried having the user delete the server, then I removed, saved, readded, saved again (and got confirmation both times). When the user tried to login with EC, they can see the server again, but when they click on it to connect it eventually times out saying it cannot connect to the server. I've tried this with 3 separate user accounts, all with the same result.

[zmediaserver 5]

I ran some further tests and am not able to connect to the server with new user accounts either. Emby Connect is not functioning for my server for any users, new or those existing prior to the crash/restore.

[ebr 16185]

Hi.  What happens if they enter your IP address directly?

[zmediaserver 5]

Manually adding the server is the only way users can connect. Direct IP and domain name both work and I can login fine from a browser using my direct URL, but app.emby.media logins do not work. The server shows up, but says it cannot connect.

Oddly, when I remove the EC username from their User profile, the server disappears from the user's list of servers to connect to. When I add their EC username to their User profile, my server reappears in the list of servers they can connect to, but when they try to connect, it just spins until it times out saying it cannot connect.

For apps that use emby.media/pin to login, the username, password and pin are accepted, but the TV app never advances beyond displaying the PIN. If you click "next" on the TV app, nothing happens.

This is true for user accounts that existed before the crash as well as new accounts made since.

[Carlo 4561]

Are you by any chance using dynamic DNS?  Have you checked to make sure your IP is still the same as the DNS record?

[zmediaserver 5]

I am, and it's working fine. I can navigate to my url directly and login with no issues. Remote users can login by adding server directly using my domain name URL. I don't believe it's a DNS issue.

[Carlo 4561]

So using your domain/url works fine for external users but using Emby Connect does not?

Does that sound exactly like your present situation?

[zmediaserver 5]

Yes, that's correct. Thank you for helping to clarify.

[Carlo 4561]

If you go to this page http://app.emby.media/ in your web browser what happens?

[zmediaserver 5]

I see my server listed, but when I try to connect it says "Connection Failure - We're unable to connect to the selected server right now. Please ensure it is running and try again."

[Carlo 4561]

sending you a PM

[zmediaserver 5]

RESOLVED!

@cayars was able to TeamViewer in and see that I had the wrong local https port set. For some reason I overlooked that setting after restoring the server from a backup. Entering the correct local https port to match the public https port that I was actually using fixed the issue.

Thank you all for your support - amazing software!

Edited June 26, 2020 by zmediaserver