Connection Failure when trying to connect to Emby from outside the local network

[JDutton 10]

I've had no trouble with in-network connections, but have had no success with WAN connections.

I have gone through the Connection Troubleshooter document several times.

Canyouseeme.org does not see the WAN IP address with port 8096 or 8920.

I have set up Emby Connect.

I have tried it both with and without port-forwarding 8096 and 8920 on the router.

Any suggestions would be greatly appreciated!

[Carlo 4561]

If Canyouseeme.org doesn't give you a success message then nothing else matters past that as your Emby server isn't available remotely.

Can you do a tracert to 8.8.8.8 and post the first 4 lines you see?

When you go to canyouseeme.org does it show the same exact IP address that Emby shows in the web Dashboard?

[JDutton 10]

Tracert results:

  1    <1 ms    <1 ms    <1 ms  Linksys04536.hitronhub.home [192.168.1.1]
  2     2 ms     2 ms     2 ms  192.168.0.1
  3    11 ms    11 ms    12 ms  10.41.0.1
  4    11 ms    13 ms    11 ms  24-220-14-60-static.midco.net [24.220.14.60]
 

Yes, the IP address in canyouseeme.org is the same as the WAN address in the Emby Dashboard.

Thank you!

Edited April 12, 2021 by JDutton

[Carlo 4561]

It would appear based on the 10.41.0.1 address that your ISP is using CGNAT which means you can not get a direct route in from the internet as you're essentially behind your ISP's firewall/NAT.

I would give your ISP a call to verify this and to see if you can get a dedicated or static IP address.
Once you do that Emby should work.

[JDutton 10]

Thank you Cayars! I will contact them and post the result.

[JDutton 10]

Well, they say that they only use CGNAT for certain government assistance accounts, and it would not apply to me. Also, the only way I could get a static IP would be to set up a business account, which I’m sure would be more costly than I would like. 
He did suggest that I should see if disabling the firewall in my modem would make a difference. It is currently at the default setting. I’m a little leery of doing that. Do you think it could make a difference?

[Carlo 4561]

The problem is hop 3 in your tracert which is a reserved IP address space and not "routable" on the internet in general as it's reserved for "personal use" as the end user sees fit.  Many ISPs use this address space to run cgnat or other things like that.

So that 10.x address needs to forward inbound requests to your router.

Do you by any chance have 2 routers inline on your side?  If not then that 10.x address belongs to the ISP and IS THE PROBLEM.

[JDutton 10]

Well, I have a modem that built-in wi-fu capability, but the wi-fi feature is shut off because when I got it I already had a nice router that I wanted to continue to use. Could there be a problem with that?

I can confirm that the wi-fi is off, but don’t know what else it might be doing.

[Carlo 4561]

So do you have 2 routers inline?

[JDutton 10]

I didn’t think so. If the wi-if in the modem is turned off is it still a router?

[Carlo 4561]

Yes absolutely it's still a router.  Do you have multiple router devices inline regardless of configuration?

[JDutton 10]

I’m not sure what you mean. The router is the only network device connected to the modem. Everything else communicates with the router only. The NAS and a desktop are wired to the router. Everything else communicates wirelessly with the router.

Edited April 13, 2021 by JDutton

[JDutton 10]

Maybe this will help. I have a friend who lives nearby and has the same ISP. He has the same NAS as I have and is running Emby successfully, including having outside devices accessing the server. Here is his tracert output:

1     9 ms     7 ms     6 ms  192.168.86.1
  2    13 ms    15 ms    19 ms  10.19.0.1
  3    15 ms    13 ms    17 ms  96-2-129-194-static.midco.net [96.2.129.194]
  4    17 ms    17 ms    20 ms  96-2-129-172-static.midco.net [96.2.129.172]

[Carlo 4561]

He has 1 router and you have 2 routers.  He needed to do one port forwarding but you need to do it twice.

You have a router on IP 192.168.0.1 and you have a router 192.168.1.1.

What you need to do is login to your 1.1 router and take note of it's WAN IP address which will be in the 192.169.0.x address space it's getting from your first router.

You then either need to setup port forwarding on the 0.1 router pointing to 1.1 WAN IP address

or

Configure the 0.1 router to use a DMZ and push everything to the 1.1 router WAN IP.

So the moral is you have to open up two routers present on your premises.

[JDutton 10]

Cayars, I can’t thank you enough for the information. I’ll take a look at it tomorrow morning and see if I can get it done. I’ll let you know.

thanks again!

[Carlo 4561]

If you can't get it done, send me a PM and we can setup a remote session and I can give you a hand.  If you need remote help make sure you can successfully login to both routers otherwise I can't do much.

[JDutton 10]

I'm working on it now. I can't find a WAN IP address on the 1.1 router, which is a Linksys model #ae7300. I've looked through the User Guide and don't see any reference to it. 

According to everything I've seen the only WAN address is that which shows up in the Emby Dashboard, but when I try to Port Forward using that address I get an error message that the IP address isn't in the Subnet.

 

 

[JDutton 10]

Thank you for using the remote session to take care of the issue for me. It was very quick, and I learned a lot!

Thanks again!

Edited April 13, 2021 by JDutton

[Carlo 4561]

Our pleasure.

For anyone following along we basically just set the first router to port forward 8096 to the 2nd router which is the Linksys.  The Linksys was then forwarded to the Synology NAS running Emby.  So just a double port forward.

[JDutton 10]

Hi,

I had a power failure and now cannot access the NAS remotely again. I looked at the routers and as far as I can tell they appear to both have the necessary port forwarding, but I must be missing something. Would it be possible for you to log in again to see what is wrong? I would then make sure that I record exactly what you do for future reference.

I ran tracert again and the results look the same as they did when I ran it before you made the changes that fixed the problem.

 

Thanks,

Jeff

Edited May 1, 2021 by JDutton

[Carlo 4561]

Yes, send me over your AnyDesk ID.

I can try to this in the next hour or two but then I need to slip out for an hour (covid shot number 2) but could do it again after that.

[JDutton 10]

Cayars determined that the IP address of the router had changed due to the power failure. He changed the Port Forwarding entry to match.

I took good notes, so I can handle it if it happens again ;).

Problem resolved!

[Carlo 4561]

I also took a look to see if his ISP router could support DHCP reserved IPs but it doesn't or we could have set this up to not happen again in the future.

But for now JDutton knows how to fix this for his 2 routers that are inline!