remote connection issue

[JERRY1 17]

My niece keeps getting sign in error.Invalid username or password.

I tested with my cell remotely no issues ,can someone shed light on this please

No matter what app she tries won't work,

[Carlo 4561]

Hi, is she logging in with a username from your server or is she using Emby Connect?

[JERRY1 17]

username from my server

[Happy2Play 9780]

41 minutes ago, JERRY1 said:

I tested with my cell remotely no issues ,can someone shed light on this please

You tried her account on your cell?

Are there any access restriction applied to her account?

What client?

Edited May 1, 2021 by Happy2Play

[JERRY1 17]

No i tested from my cell, yea i found it strange nothing works for her we both have the same isp

She used web app with firefox other browsers even on her iphone it's a no go

About the restrictions i don't know well she wouldn't need any

Edited May 1, 2021 by JERRY1

[Carlo 4561]

Hi, Have her try from the web browser on her phone using your REMOTE connection info as shown on the dashboard.

Let's see if she gets your Emby website and if she can login that way.

[JERRY1 17]

1 minute ago, cayars said:

Hi, Have her try from the web browser on her phone using your REMOTE connection info as shown on the dashboard.

Let's see if she gets your Emby website and if she can login that way.

Thanks i didn't think of that will call her now

[JERRY1 17]

she just tried it  said same invalid username or password came up.

[Happy2Play 9780]

2 minutes ago, JERRY1 said:

she just tried it  said same invalid username or password came up.

If there are no access restriction on the account, then it sound like you need to check if you can log on with her account.

Edited May 1, 2021 by Happy2Play

[Carlo 4561]

Have you checked her account on your server to make sure she has REMOTE login privs?

So she does see the website and can use it.  She enters her username and password then gets an error.

Could there be any confusion going on?  Did you ever set her up with Emby Connect?

Do you see anything on your Dashboard when she logs in?

Have you tried the same thing logging in via the website with her credentials?

Try resetting her password and give her the new password to use (after you verify it works).
 

[JERRY1 17]

ok will try now on my phone

just got in under her account ,i'm thinking she's doing something wrong

Edited May 1, 2021 by JERRY1

[JERRY1 17]

she she now it saying connection failure we are unable to connect to server.

No i never set her up with emby connect never thought i had to

[Carlo 4561]

Sounds like a client network or ISP issue if she's not able to get to your server.

I don't know how technical either of you are but you could try to get her to do a simple tracert to your WAN ip to see how far this makes it before it doesn't work.  That might give an idea where the problem is.

It could be a device or network firewall, and ISP issue or a dozen other things.
See if she is using a VPN and if so, turn that off, etc

[pwhodges 2012]

42 minutes ago, JERRY1 said:

just got in under her account ,i'm thinking she's doing something wrong

Have you made sure your phone isn't connecting locally using wifi?

Paul

[JERRY1 17]

She can't even log in using my credentials, so something going on where she lives i guess

[JERRY1 17]

If she's willing will have do the tracert

 

[JERRY1 17]

She was able to login with my credentials just now, but not her own

[Carlo 4561]

That would seem to indicate something wrong on her account.

Have you tried changing her password?

[JERRY1 17]

Yes password is changed, even on emby connect it's failing.

Sometime this week i'll go out there

Edited May 2, 2021 by JERRY1

[pwhodges 2012]

53 minutes ago, JERRY1 said:

Yes password is changed, even on emby connect it's failing.

Connect has a different login from your server.  Is she trying to log in using Connect with the credentials for logging in to your server directly?

Paul

[JERRY1 17]

she was testing it from her laptop so i told her type in the address, only my credentials sometimes.

Wish i could see what she's doing but i can't..she's seeing the server , sometimes she gets connection failure and other time invalid username or password.

you could be right maybe that what she's doing but saying otherwise

[Happy2Play 9780]

47 minutes ago, JERRY1 said:

Wish i could see what she's doing but i can't

At least on a computer you could use a program like TeamViewer to connect and see what she is doing.

Edited May 2, 2021 by Happy2Play
typo

[JERRY1 17]

Guess what i have teamViewer..don't know why i didn't think of it.

[Carlo 4561]

Did you get a chance to try this yet?

[JERRY1 17]

Not yet ,she has to download it.