While we're proud to offer our large catalog of AI editing and generation tools right in your browser, one-off differences in how you access the web app may cause any tool in the web app to not load or function properly in response to some trait of your local device. Most commonly, you may receive a red popup that says "something went wrong". No need to worry — this is always fixable! Follow these steps to figure out what might be causing trouble with the tool.
1. Make sure that Runway is not experiencing a service outage
Head to our official status page and scroll down to "App". If this system's status is anything other than "operational", the tool you're using may be impacted. Check back again later.
2. Make sure you're using Google Chrome, or any other Chromium browser
Runway was designed for use on Chromium-based browsers. While other browsers — such as Safari, Firefox, Edge — can open and often run Runway with seemingly little trouble at first, many tool errors are instantaneously resolved by switching to any Chromium-based browser.
2. Try turning off any ad blocker, firewall, or VPN
To process your inputs, Runway's tools need to be able to communicate properly between your local browser session and our servers. Ad blockers, firewalls, VPNs, or other traffic-controlling processes may halt your device's ability to do so. Toggling these types of services off, refreshing the page, and seeing if you're able to use the tool will help determine if they're blocking Runway's tools from functioning on your local device.
3. Whitelist Runway on your router and/or network
You'll need to determine if you're on a router or network with any embedded security features. If you're using a company device or on a company network, your employer may also be running their own security features that are blocking Runway's tools from processing your inputs. To proceed, you or your company's IT team will need to whitelist these essential Runway domains:
4. Clear your browser cache
On Chrome, you can follow these steps to clear your browser's cache.
5. Disable any browser extensions
Some extensions accidentally interfere with Runway tools and/or your browser's ability to properly process any tool inputs. Try disabling your extensions and refreshing the tool to see if it begins working properly.
6. Check your computer's time and date settings
Typically, you have time settings both on your device and your browser. If both of these values are not identical and accurate to the actual time and date, your browser may fail to properly communicate with Runway's tools.
7. If the tool continues to not work, contact us
If you complete these troubleshooting steps and are still unable to use the tool, please submit a support request.