Introduction
Upload failures can occur when local or network security features prevent your device from communicating with Runway's servers.
If your uploads are being blocked by a firewall or network security feature, you may experience:
- Upload progress bars that stall or fail partway through
- Asset thumbnails that don't load in your workspace
- Generations that complete successfully, but the media doesn't appear or load
- Error messages indicating a connection problem
This article outlines initial troubleshooting steps and how to resolve this by allowlisting Runway storage domains.
Step 1 — Running initial diagnostics
If you're experiencing upload errors, try these initial troubleshooting steps to first narrow down the cause:
Try a different browser or incognito mode
Browser extensions, cached data, or cookies can sometimes interfere with uploads. Open Runway in an incognito or private browsing window, or try a different browser entirely (preferably a Chromium-based browser like Chrome). If uploads work in incognito mode, try clearing your browser's cache and disabling extensions.
Toggle your VPN on or off
VPNs can sometimes interfere with upload functionality. If you're currently using a VPN, try disabling it and attempting your upload again. Conversely, if you're not using a VPN, try connecting through one to see if it resolves the issue.
Use a different device
If you have access to another computer, try uploading from that device while on the same network. If uploads work on the second device, the issue is likely related to local settings or security software on your primary 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.
If testing a different internet connection resolves the issue, your network admin may need to allowlist Runway domains by following Step 2.
Step 2 — Allowlisting Runway domains
To process your uploads, Runway needs to communicate between your local browser session and our storage servers. Firewalls, network security features, or restrictive corporate networks may prevent your device from doing so.
If you're using a company device or on a company network, your employer may be running security features that are blocking Runway's upload functionality. To proceed, you or your company's IT team will need to allowlist these essential Runway domains:
https://runway-datasets.s3.amazonaws.comhttps://runway-datasets.s3.us-east-1.amazonaws.comhttps://runway-uploads-prod.s3.amazonaws.comhttps://runway-uploads-prod.s3.us-east-1.amazonaws.com
Allowlisting these URLs will resolve most firewall-related upload issues.
Step 3 — Getting further support
If you've completed these troubleshooting steps and are still unable to upload successfully, please submit a support request. To speed up your request, make sure to mention which of these diagnostic steps you've already tried in your ticket submission.