Diablo General Manager Rod Fergusson kicked off his DICE Summit 2025 presentation not with a victory lap, but by addressing one of Diablo's most infamous setbacks: Error 37.
This launch-day error in Diablo 3, triggered by an overwhelming influx of players, became a symbol of Blizzard's initial struggles. The widespread outage fueled significant criticism and even spawned numerous memes. While Diablo 3 eventually triumphed, the experience underscored the importance of avoiding similar catastrophes, especially given Diablo's evolution into a complex live service model. The constant stream of updates, seasonal content, and major expansions planned for Diablo 4 demand a robust infrastructure. Another Error 37 would be devastating, particularly if Blizzard aims for Diablo 4's longevity as a true live service powerhouse.
Diablo's Immortality?
At DICE Summit 2025 in Las Vegas, I interviewed Fergusson following his presentation, "Evolving Sanctuary: Building a Resilient Live-Service Game in Diablo IV." He highlighted four key pillars for Diablo 4's resilience: scalability, consistent content delivery, design flexibility, and proactive player communication.
Fergusson emphasized the team's commitment to long-term player engagement. The meticulous planning for content roadmaps and future seasons contrasts sharply with previous Diablo titles. While expansions and updates were common, Diablo 4 represents a deeper commitment to the live service model, prioritizing sustained engagement over the traditional cycle of numbered releases.
I posed the question: is Diablo 4 destined for eternity, or is there a planned transition to Diablo 5? Fergusson's response was nuanced. While not aiming for immortality in the truest sense, he envisions a lengthy lifespan.
"We aim for years of engagement," he stated. "I don't believe in eternity. Destiny's ten-year plan, for example, didn't quite pan out. Transparency is key. Players invest hundreds of hours, so we must respect their time and commitment."
Fergusson highlighted the significant time gaps between Diablo 2 and 3, and then 3 and 4. However, those games lacked the aggressive update schedule of Diablo 4. His arrival in 2020, after years leading the Gears franchise, brought a new perspective. He advocates for forward planning, but with caution.
He learned a valuable lesson about premature announcements. The DICE Summit also revealed that Diablo 4's second expansion, Vessel of Hatred, was delayed until 2026, extending beyond the initially planned twelve-month cycle. Resource allocation shifts to address urgent live game updates and the first season contributed to the eighteen-month delay. When questioned about this becoming the new norm, Fergusson remained non-committal, emphasizing the importance of data-driven decisions.
"I've learned to avoid premature predictions," he explained. "An eleven-month heads-up is my current limit. We're still learning and iterating. Public announcements will follow internal certainty."
Transparency Trumps Surprise
Fergusson's cautious approach is understandable, particularly given the team's commitment to unprecedented transparency. This includes the upcoming April content roadmap and the Public Test Realm (PTR), allowing players to test upcoming patches before wider release. Initially, the team hesitated to use a PTR or roadmap, fearing it would spoil surprises. However, Fergusson now prioritizes player experience over surprise.
"It's better to manage expectations for 10,000 PTR players than risk disappointing millions," he stated. "A bad PTR week is preferable to months of recovery from a poorly received surprise update."
"Early concerns about data mining were valid," he added. "However, the impact on a small Reddit community pales in comparison to the broader player base."
Expanding PTR access to consoles is a current challenge, due to certification complexities. However, Blizzard is investing in this expansion with support from Xbox. The Game Pass partnership also plays a significant role in expanding Diablo 4's reach.
"Unlike premium live services, free-to-play models like Diablo Immortal have lower barriers to entry," Fergusson noted. "Game Pass eliminates this barrier, constantly introducing new players."
A Diablo Dev's Devotion
Concluding our conversation, I inquired about Fergusson's personal gaming habits. His top three games of 2024, based on playtime, were: NHL 24 (third), Destiny 2 (second), and Diablo 4 (first). He boasts 650 hours on his personal account alone, excluding work. Currently playing a Companion Druid and a Dance of Knives Rogue, his dedication to Diablo is clear.
"It's the addictive nature of the game," he explained. "I often start other games, but Diablo 4's daily tasks and shared experiences with my brother in Destiny 2 keep me coming back. My love for Diablo is what brought me here five years ago, and it continues."
