Runway AI may stop working because of a service outage, browser conflict, unsupported media, generation error, or account restriction. Check Runway’s official status page first, then identify whether the issue affects login, uploads, video generation, credits, or downloads.
A video stuck at 99% may still be processing, while a failed generation requires checking the error and selected model. This guide explains how to identify the actual problem, apply the appropriate fix, and avoid wasting credits on unnecessary attempts.
Why Is Runway AI Not Working?
Runway AI typically stops working when its application experiences an interruption, a browser blocks essential services, or a generation uses incompatible inputs or settings. Account permissions and credit availability can also prevent certain tools from running. The quickest solution is to identify the failed action before changing anything else.
Quick Troubleshooting Checklist
Use the following table to match your Runway problem with its likely cause and the first action worth taking.
| Problem | Possible Cause | First Action |
|---|---|---|
| Website will not load | Browser, network, or server issue | Check service status and try Chrome |
| Video generation fails | Model processing or input error | Review the error and model requirements |
| Generation stuck at 90% or 99% | Processing delay | Check whether the generation is still active |
| Image or video upload fails | Media incompatibility or network restriction | Verify the file and connection |
| Generate button is disabled | Missing input, unavailable model, or usage limit | Review the selected mode and account access |
| Login fails | Authentication or account issue | Verify the sign-in method |
| Credits appear missing | Generation charge or billing adjustment | Inspect credit usage history |
| Video will not download | Asset loading or connection failure | Find the completed file in Assets |
Separate technical failures from creative problems. A generation that ends with an error needs troubleshooting, while a completed video with unwanted movement or visual details usually requires a different prompt or reference image.
Is Runway AI Down Right Now?
To determine whether Runway AI is down, check the official Runway status page at status.runway.team. Review the application status and recent incidents for service interruptions. An operational status means Runway reports its systems as available, but it does not guarantee that every model, account, or individual generation is functioning correctly.
If Runway reports degraded performance, avoid submitting duplicate generations while the incident continues. Repeated attempts will not necessarily resolve a server problem.
When the status page shows normal operation, test the same action in another supported browser or on a different internet connection. This helps distinguish a widespread service interruption from a problem affecting your device or network.
Service availability changes throughout the day, so rely on the live status page rather than an earlier incident report.
How to Fix Runway AI Not Loading
When Runway AI fails to load, first check browser compatibility, saved website data, extensions, and network restrictions. An outdated browser or blocked connection can prevent the workspace from opening even when Runway’s servers are operating normally. Start with a simple browser test before resetting account settings or changing projects.
How Do You Fix Runway Browser, Cache, and Extension Problems?
Runway recommends using an updated Chromium-based browser for its web tools. Google Chrome and Microsoft Edge are suitable options. A private browsing window can help identify whether cookies, cached data, or installed extensions are interfering with normal operation.
- Refresh Runway. Reload the affected page and check whether the workspace opens.
- Update your browser. Install the latest available version of Chrome or Edge.
- Open a private window. Sign in and repeat the action that previously failed.
- Test browser extensions. Disable suspected blockers individually if the private window works.
- Clear Runway site data. Remove the affected site’s cookies and cached information if other fixes fail.
- Restart your session. Sign in again after confirming that your account credentials are available.
For example, a workspace that opens privately but remains blank in a normal window suggests interference from the existing browser session or its extensions. Test these possibilities before clearing unrelated browser data.
Removing cookies may sign you out of Runway, so confirm that you can access your usual login method first.
Can a VPN, Firewall, or Internet Connection Stop Runway From Working?
Yes. A VPN, firewall, proxy, or restricted internet connection can interrupt Runway uploads, generation requests, previews, and downloads. The website might still open normally because different services handle different parts of the workflow. Testing another permitted connection helps identify whether the network causes the failure.
- Switch temporarily to another Wi-Fi network or mobile hotspot.
- Test the connection with your VPN enabled and disabled, where permitted.
- Check whether uploads, thumbnails, and generated videos fail on the same network.
- Confirm that your computer’s date and time settings are correct.
- Ask the network administrator to review Runway’s connection requirements if you use a managed workplace network.
A network that allows login but blocks media uploads may be filtering a service Runway needs for file transfers. Changing the video prompt will not fix that connection problem.
Avoid permanently disabling firewall protection. Approved network configuration changes are safer than removing security controls.
Why Can’t You Log In to Runway AI?
Runway login problems may result from an incorrect sign-in method, expired authentication session, browser conflict, or account restriction. Confirm that you are using the email address and authentication method associated with your account. If password recovery is necessary, follow Runway’s official recovery process rather than making repeated unsuccessful attempts.
Runway accounts created using an external sign-in provider may require that same provider for authentication. Switching to an unrelated password login can create confusion even when the email address matches.
If you purchased subscription access through an independent digital seller such as Primingo, review the access instructions supplied with the order. Contact the seller when the problem concerns delivered credentials or an eligible account access issue. A general Runway outage still requires a platform-side resolution.
Runway AI Generation Failed: How to Fix It
A failed Runway video generation does not necessarily mean the entire platform is unavailable. The selected model may encounter a processing error, reject incompatible media, or fail to produce an output using the requested settings. Check the error message, model requirements, and input files before deciding whether to retry or change models.
How Do You Fix “There Was an Error on Our Side” in Runway?
The message “There Was an Error on Our Side” indicates that Runway encountered a generation error, but the message alone does not identify its cause. Check the platform status and confirm that your media, selected model, and output settings meet the relevant requirements. Retry once after verifying the configuration.
When the error persists, adjust the input rather than repeating exactly the same request. A reference image with an unsuitable resolution, unsupported aspect ratio, or incompatible content may need changing.
Testing another compatible model can help determine whether the problem is specific to the original model. Preserve your prompt and settings so that you can compare the results accurately.
How Do You Fix Unsupported Input and Model Errors?
Unsupported input errors occur when a model cannot accept the supplied file, media configuration, or generation setting. Verify the required input type, supported duration, resolution, and aspect ratio before submitting another job. Some models require a reference image, while others allow text-only generation.
| Error Type | Possible Cause | Recommended Action |
|---|---|---|
| Generation failed | Processing or input problem | Review the inputs and retry carefully |
| Error on our side | Generation processing failure | Check service status and model requirements |
| Unsupported input | Incompatible media or settings | Use an accepted file and configuration |
| Third-party model error | Provider capacity or input issue | Simplify the input or test another model |
| Content moderation rejection | Input flagged by content policy | Review the policy and modify the input |
Runway also offers models from external providers. Their error messages may contain less diagnostic information because Runway does not control every part of the provider’s processing system.
How Do You Fix Runway Content Moderation and Rejected Prompts?
Runway uses automated content moderation to identify inputs that may violate its usage policies. A moderation rejection differs from a technical generation failure. Clearing browser data or switching networks will not resolve a genuine policy restriction. Review the flagged material and modify anything that does not comply.
When you believe Runway incorrectly rejected permissible content, use the Send feedback option associated with the moderation error. Follow the available instructions and provide relevant context for review.
Submitting the same rejected material repeatedly does not guarantee approval and may create account problems. Feedback also does not immediately override the original moderation decision.
Why Is Runway AI Stuck at 90% or 99%?
A Runway video stuck at 90% or 99% may still be processing. An unchanged progress percentage does not automatically indicate failure because rendering can continue without a visible progress update. Review the task status and elapsed processing time before canceling or submitting another generation that could consume additional credits.
According to Runway’s stuck generation guidance, the Cancel button appears beneath a generation after 30 minutes. However, manually canceling a stuck generation does not return the credits used for that job.
What Should You Check Before Canceling a Runway Generation?
Before canceling a stuck Runway generation, confirm whether the task shows a processing state or a final error. Check its duration, selected model, source media, and approximate start time. If the generation is still active, allowing additional processing time may prevent an unnecessary cancellation.
- Check whether the generation shows a completed or failed status.
- Record how long the task has been processing.
- Confirm that Runway is not reporting an active incident.
- Review the cancellation consequences before using the Cancel button.
- Preserve the generation details if the same issue occurs repeatedly.
A generation that fails with a recognized technical error normally follows Runway’s automatic credit return process. Manual cancellation has different consequences, so the two outcomes should not be treated as equivalent.
Why Is Runway AI Upload or Image-to-Video Not Working?
Runway uploads can fail because of unsupported file formats, incompatible codecs, excessive media dimensions, model restrictions, or blocked network connections. A file that opens correctly on your computer may still fail in a particular generation workflow. Check both the media specifications and the selected model’s requirements before changing the prompt.
Which File Formats Does Runway AI Support?
Runway accepts several common image, video, and audio formats, although individual tools may have additional requirements. Common examples include JPG and PNG images, MP4 and MOV videos, and MP3 and WAV audio files. Supported extensions alone do not guarantee successful processing because codec, duration, resolution, and model compatibility also matter.
| Media Type | Common Supported Formats | Additional Checks |
|---|---|---|
| Images | JPG, JPEG, PNG, WebP | Resolution, dimensions, and aspect ratio |
| Videos | MP4, MOV, MKV, WebM | Codec, duration, and model compatibility |
| Audio | MP3, WAV, FLAC, M4A, AAC | Tool support and audio encoding |
GIF is not a supported image input in Runway’s general file guidance. Convert animated content into an accepted format only when the intended tool supports the resulting file.
For video compatibility problems, an MP4 file encoded with H.264 is a practical format to test. Renaming a file extension without converting its underlying encoding will not solve a codec problem.
When image uploads fail, verify that the file is not corrupted. Test a compatible JPG or PNG version and check its dimensions against the selected model’s requirements.
When compatible media repeatedly stalls during upload, compare the result on another network. A restricted connection may prevent file transfers even while the rest of Runway remains accessible.
Why Is the Runway Generate Button Grayed Out?
Runway may disable the Generate button when a required input is missing, the selected mode is unavailable, the account lacks sufficient access, or a generation limit has been reached. Hover over the button when the interface provides an explanation, then verify your model, input files, duration, and available credits.
For example, Gen-4 Turbo requires a reference image. Entering only a text prompt does not satisfy that model’s image input requirement, even when the prompt itself is valid.
Switching to a model that supports text-only generation or adding the required reference image may resolve the issue.
Some generation modes also have limits on simultaneous jobs. If your selected mode has reached its concurrency limit, wait for an active generation to finish or use another available mode with a different charging structure.
Why Are Runway AI Credits Missing or Deducted After Failure?
Runway credits may appear missing because of completed generations, pending billing adjustments, subscription renewal rules, or separate credit balances. Open Plans and Billing from your account profile and inspect the credit usage history. Match each deduction to a generation before assuming the platform charged incorrectly.
Runway uses separate billing systems for its web application and API. Credits purchased for the web application cannot be transferred to API usage, which matters for developers who combine automated workflows with manual video creation.
If you need to compare credit allowances, model costs, and renewal conditions before selecting a plan, Primingo’s Runway AI Pricing 2026 provides a detailed breakdown of the available subscription structure.
Does Runway Refund Credits When a Generation Fails?
Runway normally returns credits automatically when a generation ends with a recognized technical error. A completed generation generally remains charged even when the result does not meet your expectations. Manually canceling a stuck generation follows different rules and does not return credits used for that task.
| Generation Outcome | Credit Treatment | Recommended Action |
|---|---|---|
| Technical generation failure | Credits normally returned automatically | Check the updated balance |
| Successfully completed video | Credits consumed | Review the final asset |
| Completed video with unwanted results | Credits generally remain spent | Improve the next prompt or reference |
| Manually canceled stuck generation | Used credits are not returned | Review cancellation guidance first |
| Initial charge followed by partial refund | Final cost reflects the adjusted charge | Match both entries in usage history |
If credits remain missing after a documented generation failure, preserve the generation details and contact Runway support with the relevant billing records.
Why Did Runway Deduct More Credits Than Expected?
Some Runway workflows initially reserve the maximum possible generation cost before calculating the final charge. This can occur with supported Auto duration models and certain video editing operations. When the completed result costs less than the reserved amount, Runway returns the difference through a credit adjustment.
For example, a transaction history showing an initial charge followed by a partial refund does not necessarily indicate two separate billing events. The final generation cost equals the initial charge minus the returned credits.
Runway documents this behavior for certain models, including Seedance 2.5, LTX 2.5, and Gemini Omni 1.1 Flash. The exact models and billing mechanisms may change as new workflows become available.
Creators who also use Kling AI should avoid comparing the raw number of credits between the two platforms. Each service defines its own charging system. Primingo’s Kling AI Pricing 2026 explains how that platform calculates generation costs and subscription allowances.
Why Is Runway AI Video Not Downloading or Showing in Assets?
A Runway video may finish generating successfully even when its preview does not load or the browser cannot download the saved file. Check Assets and All Generations before starting another generation. The completed media may already exist in your workspace, making another paid attempt unnecessary.
Open Assets, select All Generations, and locate the completed video. The corresponding Session folder may also contain the output.
If the file appears, open it directly and attempt to download it using the available controls. A blank preview can result from loading problems rather than a missing generation.
When assets load on one connection but not another, investigate VPN, firewall, or network restrictions. Some environments allow normal application access while blocking the services responsible for transferring media.
Export failures inside editing projects may require separate troubleshooting because exporting a project is not identical to downloading an existing generated asset.
Once the video downloads successfully, you can move into the editing process. Primingo’s How to Use CapCut Templates in 2026 explains how to add finished footage to supported templates, adjust the edit, and export a completed video.
Why Is Runway Gen-4.5 Not Working?
Runway Gen-4.5 may fail when the selected account lacks access, required media is missing, or generation settings fall outside the model’s supported specifications. Gen-4.5 requires Standard or higher, supports video durations from 2 to 10 seconds, and provides text-to-video and image-to-video modes with different input requirements.
What Access and Subscription Does Runway Gen-4.5 Require?
Runway Gen-4.5 requires a Standard subscription or higher according to the model’s official creation guide. Users must also have access to the selected generation mode and sufficient credits when running a credit-based generation. Account access should be checked before adjusting prompts or replacing media files.
The model’s documented base generation cost is 12 credits per second. A five second video therefore requires 60 credits at that base rate, while a ten second video requires 120 credits. Additional output options may carry separate charges.
| Requirement | Gen-4.5 | Gen-4 | Gen-4 Turbo |
|---|---|---|---|
| Text-to-video | Supported | Reference image required | Reference image required |
| Image-to-video | Supported | Supported | Supported |
| Required input | Text, plus image in image-to-video mode | Text and image | Text and image |
| Supported duration | 2 to 10 seconds | 5 or 10 seconds | 5 or 10 seconds |
| Base credit cost | 12 per second | 12 per second | 5 per second |
| Plan requirement | Standard or higher | Check current access | Check current access |
The specifications above describe the documented base workflows. Model availability and optional output charges can change, so confirm the current settings inside Runway before generating.
How Do You Fix Gen-4.5 Input and Duration Errors?
Gen-4.5 input errors usually require checking the selected generation mode, media requirements, duration, and supported output settings. Text-to-video accepts a text prompt, while image-to-video requires an image alongside the prompt. The model supports durations between 2 and 10 seconds, so unsupported configurations may prevent generation.
For image-to-video work, check whether the uploaded reference fits the selected aspect ratio and is suitable for the requested movement. A mismatched configuration may require cropping, replacing the reference, or adjusting the output mode.
When the problem comes from an expired or ineligible subscription rather than a technical error, compare your current account requirements with the available options. You can review the Runway AI Pro subscription on Primingo, including the advertised account type, credits, delivery terms, and warranty. Primingo is an independent seller, not Runway’s official subscription provider.
Purchasing another subscription will not resolve a platform outage, unsupported prompt, or failed generation caused by incompatible media.
How to Fix Runway AI Not Following Prompts
When Runway successfully generates a video but ignores important prompt instructions, the problem often involves unclear motion descriptions, conflicting directions, or limitations in the reference image. This differs from a technical generation failure. Start by describing the primary movement and camera behavior clearly, then adjust one variable at a time.
In image-to-video generation, the reference image already establishes much of the subject’s appearance, composition, and lighting. The prompt should concentrate on what changes during the shot.
Weak prompt: “Create a cinematic product shot with beautiful lighting and no movement.”
Clearer prompt: “The product remains stationary on a table. The camera slowly moves closer while soft reflections travel across the bottle.”
The clearer example identifies what remains still and what moves. It gives the model a more specific sequence of visual actions.
If the camera moves unexpectedly, test an instruction such as “The camera remains stationary” or “locked camera.”
Avoid incompatible directions in the same short clip. For instance, asking the camera to stay locked while simultaneously orbiting around the subject creates a conflict.
For complex scenes, establish the subject movement first. Add camera movement or environmental effects only after the initial motion works as intended.
If your requirements involve more specialized camera controls, editing, or alternative generation workflows, Primingo’s Best Higgsfield Alternatives 2026 examines Runway alongside other AI video platforms and explains their different creative capabilities.
When Should You Contact Runway Support?
Contact Runway support when compatible inputs repeatedly fail, account access problems remain unresolved, or credits stay missing after a documented technical error. Before submitting a request, collect the information needed to reproduce the issue. A detailed report helps support distinguish an account problem from a model or generation failure.
Prepare the following information:
- The email address associated with your Runway account.
- The selected model and generation mode.
- The exact error message or a screenshot showing the problem.
- The input media type, resolution, and relevant settings.
- The approximate date and time of the failure.
- The affected generation ID or session details, where available.
- The troubleshooting steps already attempted.
- Whether the issue happens consistently or only occasionally.
Use the help icon inside Runway or the official Runway Help Center to access the available support options.
Support availability can depend on your subscription and the type of issue. Runway provides automated support and community resources, while access to additional human technical assistance may depend on account eligibility. Check the current support terms rather than assuming every subscription includes identical escalation options.
Frequently Asked Questions About Runway AI Not Working
Can You Close Runway While a Video Is Generating?
Closing the browser does not necessarily cancel a Runway generation that is already processing on the server. When you return, check the task in your workspace or generation history to confirm whether it completed or failed. Do not assume that closing the page cancels the task or guarantees a credit refund.
Why Does Runway Work on Mobile Data but Not Wi-Fi?
Runway may work on mobile data but fail on Wi-Fi when the original network blocks a service required for authentication, uploads, or media delivery. Firewall rules, DNS filtering, proxies, and VPN configurations can cause this behavior. Compare both connections on the same device to isolate the network issue.
Why Does Runway Generate Images but Not Videos?
Runway image and video tools can have different model requirements, account permissions, and processing services. Successful image generation does not guarantee that a selected video model is available. Check video model access, required reference media, supported settings, and the specific generation error before attempting another video.
Why Does Runway Show a Blank Video After Generating?
A blank Runway video preview may indicate an asset loading problem rather than a failed generation. Open Assets and All Generations to determine whether the completed video exists. If the file is present but the preview remains blank, test another supported browser or internet connection before generating it again.
Why Are Runway Credits Missing After Subscription Renewal?
Runway credits may appear missing after renewal because of billing timing, payment processing, existing generation charges, or confusion between subscription and purchased balances. Review Plans and Billing for your payment status and credit usage history. Contact support with the relevant transaction details if the expected balance remains unavailable.
Final Thoughts
When Runway AI stops working, identify the failed stage before making changes. Browser and network issues require different fixes from generation errors, incompatible media, missing credits, and incomplete downloads.
For a stuck video, check its actual status before canceling. For a completed generation, inspect Assets before spending credits on another attempt. When a model repeatedly fails with valid inputs, preserve the error details and request support.
Careful troubleshooting reduces unnecessary retries and helps you return to video creation without changing settings that were already working.
