Separate account discovery from reaching the server
A server appearing after an Emby Connect sign-in tells you that the account can locate a linked server. If opening it then fails, write down that exact sequence. It points to a different stage from a rejected Connect password or a server absent from the account list. Repeating the same sign-in cannot establish that a separate connection to the server will succeed.
Check the local account and the server path
Emby describes Connect as an optional service. The administrator associates the person’s Connect username with their local server user, while retaining a local password. The local user can still sign in directly. Emby explicitly says connections run from the client to the Emby Server; they are not relayed through its cloud. Its administration guide therefore requires remote access to be configured and tested separately before using Connect remotely.
Compare the same account and location
For a useful support example, compare the linked account with direct access to the same administrator-provided server address from the same device and network. Record whether the failure happens before server selection, when opening the server, or only when starting an item. A successful test on home Wi-Fi and a failure elsewhere describe two different connection paths. Give the administrator those observations and the server name, with private addresses and credentials removed from any public screenshot. That is more useful than deleting the local user, which also changes the account being investigated.
Questions, answered
Does seeing a server in Connect prove it is reachable remotely?
No. Connect helps locate linked servers; the direct client-to-server connection still needs to work.