Introduction

When using Runway, you may occasionally encounter errors during the generation process with the text, "there was an error on our side". This article outlines the various error messages you might see, explains their common causes, and provides troubleshooting steps to help you resolve these issues quickly and get back to creating.

Below, we'll cover the different types of generation errors, what they mean, and how to address them effectively.

 

Usage policy violation errors

At Runway, our mission is to help people tell stories by building the tools that can help them do so. Our usage policy—combined with our Standard Terms of Use and Enterprise Terms of Use—seeks to enable creative expression, while mitigating the risk of potential harm.

Usage policy violation errors occur when our system detects prohibited content in your input. The error message will specify which part of your input violated our policies and which category of prohibited content it contains.

 

Addressing the error

Removing the violating input will allow you to immediately continue generating.

If you believe the flag was a false positive after carefully reviewing the usage policy, click the Send feedback link to share more details with Runway.

If you submit feedback about a blocked input, please be aware that this will not immediately allow your original input to work. You must modify your input before trying again, as repeatedly attempting the same blocked content may result in account suspension.

The support staff cannot override blocked inputs. Using the Send feedback link is the best way to get our Research team the information they need to prevent additional false positives

 

Generation errors

Generation errors occur when the model is unable to produce a high-quality output with the provided inputs. This error indicates that the generation process was terminated, and credits (if used) will be returned to your account within a few minutes.

 

Addressing the error

In some cases, retrying the generation will address this error. If you continue to encounter

 

This content was flagged OR Generation blocked

Your input was flagged by one of our content moderation categories. For more information on our guidelines, please see: Why is my input getting content moderated? If you believe the flag was a false positive, you are strongly encouraged to submit content moderation feedback by clicking the feedback button on the error panel. 

 

Generation error

The model is unable to produce a high-quality output for you using the inputs you gave it, and we didn’t want to waste your credits, causing the generation process to be terminated. Feel free to try again, but if you get this more than once on the same input, try a different text or image input. Your credits will be automatically refunded within several minutes.

 

An error occurred while generating

There was an issue on our end — don’t worry! Our technical staff is looking into it, and your credits will be automatically refunded within several minutes.