There are multiple issues which may result in players being unable to connect to, or being disconnected from game or service servers. I've outlined a few of them below:
Eternal Crusade servers being down
Game or services servers being down is possible but likely temporary since we actively work at fixing these issues as they arise. We also have an extra server that is dedicated solely to informing players that the other servers are down. So, all servers being down (or not displaying the error) at the same time, and for an extended time, is unlikely.
Players being unable to send information to Eternal Crusade servers
The other common cause is the individual player not being able to communicate with the servers because of local issues. This is normally caused by antivirus or firewall preventing the game from sending information to Eternal Crusade. Simply setting up such software to permit Eternal Crusade to function normally should do the trick.
The cause might also be network-related; frequent packet drops, downed network connections or service provider having some kind of firewall preventing communication, for instance, are all possible complications that must be handled locally.
User being unable to sign in
If a user is able to reach the sign-in screen, it means they were able to communicate with our systems. If they're receiving an error message, it's either that their login or password is incorrect, or that they're trying to sign in with an account already linked to another Steam account. In the latter case, a customer service agent will work with the player to find out which Steam account they wish to have linked since 2 Steam accounts cannot be linked to a single Eternal Crusade account.
Any previous Steam account linked to the player's EC account will be removed from our system and replaced with the user's desired Steam account. This will then allow the player to sign in with their preferred Steam account.
Player being disconnected while loading into a level
The most likely cause of this is excessive loading time. We are currently working on optimizing loading time to prevent this. Such issues should be directed at technical support for the time being.
Player being disconnected while playing a match
Players do not typically interact with the services while in a match, only with game servers. If the connection to our servers is severed, this could be a case of either the server crashing or an actual network interruption on the user's or the network's side.