Introduction
Various issues can occur when accessing or using Runway's tools due to browser compatibility, network restrictions, or local device settings.
If you're experiencing tool errors, you may encounter:
- Tools that fail to load or function properly
- Login issues or authentication failures
- Error messages when attempting to use a tool
- Generations that start but don't complete
This article outlines troubleshooting steps to identify and resolve these issues.
Step 1 — Checking service status
To 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.
Step 2 — Testing browser compatibility and settings
Your browser configuration can significantly impact how Runway's tools function. Try these adjustments to ensure your browser is optimized for Runway:
Make sure you're using Google Chrome, or any other Chromium browser
Runway was designed for use on Chromium-based browsers. While other can open and often run Runway, many common issues are instantaneously resolved by switching to any Chromium-based browser. If you cannot switch to a Chromium-based browser, please ensure that there are no pending updates to the browser you're using.
Try a different browser or incognito mode
Browser extensions, cached data, or cookies can sometimes interfere with Runway's tools. Open Runway in an incognito or private browsing window, or try a different browser entirely. If the tool works in incognito mode, the issue is likely related to your browser's cache or extensions.
Clear your browser's cache
On Chrome, you can follow these steps to clear your browser's cache.
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.
Turn 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.
Test a different internet connection
Try uploading while connected to a different network. For example, if you're on Wi-Fi, try tethering to your phone's mobile data connection. If your uploads work on one network but not another, this confirms that network-level restrictions are causing the issue.
Step 3 — Checking 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.
Step 4 — Allowlisting Runway domains
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 allowlist these essential Runway domains:
- *.runwayml.com
- *.runwayml.cloud
- *.*.runwayml.cloud
Step 5 — Getting further support
If you complete these troubleshooting steps and are still unable to use the tool, please submit a support request. To speed up your request, please share the steps you're taking to get to the error and turn on impersonation so our team can investigate further in your account.