Have you installed Bonjour on the FMP machine?
I didn't do the installation on the FMP machine myself, but I would think Bonjour is something Apple use as a standard, so there is no option to use or not? How would you think it would affect?
The SSL certificate wouldn't be the reason he wouldn't be able to connect.
There was a security update which would affect the user if they were using FileMaker Pro 13 but not FileMaker Pro 14
Security Update - FileMaker 13.0v9/FileMaker 12
What is the error message they are receiving when trying to connect to the Server?
It wouldn't affect it, bonjour is only effective to auto-discover hosts on the same subnet as the user is. If he is on the outside trying to get in from the internet then he is on a different network and bonjour will not discover the host.
You say that you tested from your phone; were you on Wifi on the same network as the FMS at that time? If so then that is not a valid test to simulate your remote user. You have to put yourself outside of the network to test.
The usual suspect in these scenarios is firewall settings and port forwarding. Port 5003 has to be open on the firewall/router and forwarding traffic on that port to the static internal IP address of your FMS machine.
Your remote user must be using the external IP address that your ISP assigned you as the favorite host in FMP to hit the firewall/router and get through.
He is on FM14. The error message is time out, could not connect (text in Swedish).
That's always a possibility: if the network access is otherwise set up ok, his connection may just be too slow / have too much latency to make a connection. Is there Wifi in the hotel or some other place for him to try?
We are all remote users, not in the same network as the server. I tried FMGo over the 4g of my iPhone. We are 3 users over 2 networks that has successfully connected this far. Port 5003 is open. The IP-adress (and connected domain name) has not been changed.
Nope, it's his summer cottage on a remote island in the Baltic Sea... But the thing is that he can reach the server over the web browser, and this used to work for him up until we upgraded this week.
But the thing is that he can reach the server over the web browser
That's sorta irrelevant. The nature of the connection that FMP to its host requires is very different than a simple HTTP GET to get to a web site.
But the thing is that this used to work for him up until we upgraded this week.
That could be relevant but it may also be a red herring.
so you only upgraded FMS15, nothing on his laptop?
Did you upgrade the OS to 10.11.6 at the same time or were you already on 10,11,6 when running FMS14?
I now for sure he is fishing for herrings at his island...
No changes on his laptop. Server was previously OS X 10.9 and FMS 13, so we upgraded the OS and the FMS.
I have asked him if he can upgrade to FM15 and see if the problem remains, as we will upgrade to FM15 when he's back in the office in two weeks time anyway.
Can you ask him to launch Terminal on his Mac and enter telnet serverAddress 5003 (where serverAddress is the fully qualified domain name or IP number - assume you have an FQDN if you're using security certificates?)
This should return:
Connected to serverAddress
Escape character is '^]'
This will establish whether you have direct IP access to the server.
I tried it on my computer and it shows what you say, but that's expected. I will ask him if he could do that.
Update: Somebody suggested the mobile carrier was blocking port 5003. I tried internet sharing over my iPhone with the same mobile carrier and FMPA14.06 and it worked for me... Only difference is I only have FMPA installed, and he is using FMP. I have 4g though, so I'll check if he is on 3g.