At the DICE Summit 2025, Rod Fergusson, the general manager of the Diablo series, opened his keynote not with tales of triumph, but with a candid discussion about one of the franchise's most notorious setbacks: Error 37. This error, which plagued the launch of Diablo 3, barred countless players from accessing the game due to overwhelming server demand. The issue not only drew widespread criticism but also became a meme within the gaming community. Blizzard eventually resolved the problem, and Diablo 3 went on to achieve success, but the experience left a lasting impact on the team's approach to game launches and live services.
With Diablo 4, Blizzard has embraced the live service model more than ever before, aiming to avoid any repeat of past launch failures. The game is designed to evolve continuously through frequent updates, ongoing seasons, and major expansions. Fergusson emphasized the catastrophic potential of another server issue like Error 37, especially as Blizzard aims to make Diablo 4 a long-lasting live service juggernaut.
Diablo, Immortal
During the DICE Summit 2025 in Las Vegas, I had the opportunity to speak with Fergusson after his talk titled "Evolving Sanctuary: Building a Resilient Live-Service Game in Diablo IV." In his presentation, he outlined four key strategies for ensuring the resilience of Diablo 4: scaling the game effectively, maintaining a steady flow of content, being flexible with design purity, and keeping players informed about future updates, even if it means sacrificing some surprises.
Fergusson's vision for Diablo 4 is to keep players engaged over the long term, a significant shift from the traditional model of releasing new numbered entries every few years. He discussed the importance of content roadmaps and planning seasons in advance, highlighting Blizzard's commitment to the live service model that has become prevalent among major AAA titles.
When asked about the future of Diablo 4—whether it would be eternal or eventually give way to Diablo 5—Fergusson expressed a desire for the game to last for many years. He acknowledged the challenges of maintaining player interest over such an extended period, drawing a comparison to Destiny's initial ten-year plan, which did not fully materialize. Fergusson emphasized the importance of respecting players' time and ensuring they see a clear path forward for the game.
Fergusson also shared insights into the development timeline for Diablo 4's expansions. He revealed that the second expansion, Vessel of Hatred, would not arrive until 2026, a delay from the originally planned annual release schedule. This adjustment was necessary to address immediate updates and the first season's launch. Fergusson's cautious approach to setting timelines reflects a lesson learned from past experiences: the importance of not committing to specific dates too early in the development process.
Ruining the Surprise…on Purpose
Transparency is a cornerstone of Fergusson's strategy for Diablo 4. He discussed the use of content roadmaps and the Public Test Realm (PTR), where players can test upcoming patches before they go live. Initially, the team was hesitant to use these tools, fearing they might spoil surprises for players. However, Fergusson has come to believe that it's better to "ruin the surprise for 10,000 people so that millions of people have a great season." He emphasized the value of gathering feedback and making adjustments early, even if it means a less-than-perfect PTR experience, rather than risking a flawed live update that could alienate players for months.
Fergusson also expressed a desire to expand the PTR to console players, acknowledging the current limitation to PC via Battle.net due to certification challenges. He highlighted Blizzard's investment in this area, supported by their parent company, Xbox. Additionally, he praised the benefits of having Diablo 4 on Game Pass, which removes barriers to entry and allows the game to reach a broader audience, similar to the decision to release it on Steam alongside Battle.net.
All Hours Diablo
In our conversation, I asked Fergusson about his recent gaming experiences and whether he had played Path of Exile 2, given the frequent comparisons to Diablo 4. He dismissed the comparisons, noting that the two games are fundamentally different. However, he acknowledged the need to consider players who enjoy both games, particularly in terms of scheduling seasons to avoid conflicts and allow players to enjoy both without having to choose.
Fergusson shared his top three games of 2024 by playtime: NHL 24 in third place, Destiny 2 in second, and, unsurprisingly, Diablo 4 in first. He revealed that he has logged 650 hours on his home retail account alone, not including work time. Currently, he's playing as a Companion Druid and has recently started a Dance of Knives Rogue, showcasing his deep passion for the game. Fergusson's dedication to Diablo is evident, as he continues to play it extensively even outside of work, driven by the game's engaging mechanics and his personal connection to the franchise.
