Rod Fergusson, Diablo's general manager, kicked off his DICE Summit 2025 presentation not with a victory lap, but by addressing a notorious Diablo setback: Error 37. This infamous launch day error for Diablo 3, stemming from overwhelming player numbers, sparked widespread criticism and became a lasting meme. While Diablo 3 ultimately triumphed, the experience underscored the critical need to prevent similar catastrophes, especially given Diablo's evolution into a complex live service model with frequent updates, seasons, and expansions. Another Error 37-like incident would be devastating, particularly for Diablo 4's long-term viability as a 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 crucial aspects of Diablo 4's resilience: scalability, consistent content delivery, design flexibility, and proactive player communication. His emphasis on sustained player engagement marks a significant departure from previous Diablo titles. While expansions and updates were familiar, Diablo 4's commitment to live service aims for a longer lifespan and more frequent, substantial changes, unlike the traditional numbered release cycle.
I questioned Fergusson about Diablo 4's longevity—is it aiming for "eternity" or a more finite lifespan? Will there be a clear trigger for moving to Diablo 5, or will Diablo 4 remain the definitive Diablo experience, akin to World of Warcraft?
Fergusson envisions a lengthy, though not infinite, lifespan. He aims for years of continued engagement, emphasizing the importance of transparency to respect players' significant time investment. He acknowledged the substantial gaps between Diablo 2 and 3, and 3 and 4, noting that these games lacked Diablo 4's aggressive update schedule. His arrival in 2020, after leading the Gears franchise, brought a new perspective on long-term planning.
My premature predictions proved a valuable lesson. Fergusson's DICE Summit announcement of Diablo 4's second expansion, delayed until 2026, illustrated this point. The initial yearly expansion plan was disrupted by diverting resources to critical live game updates and the first season. The 18-month gap between Diablo 4's launch and Vessel of Hatred wasn't the intended 12 months. However, Fergusson refrained from committing to a specific future expansion timeframe, having learned from past experiences. He prefers to announce timelines only when there's internal certainty.
Transparency Trumps Surprise
Fergusson's cautious approach is understandable, 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 patches before wider release. Initially, the team hesitated to use the PTR or roadmaps, fearing spoilers, but Fergusson now prioritizes a positive player experience.
He explained that a potentially flawed PTR experience for a smaller group is preferable to a widespread negative reaction to a surprise, poorly-received update. The goal is to refine updates before millions of players encounter them. Expanding PTR access to consoles is a current challenge, hindered by certification processes and console build complexities. However, Blizzard is actively working on this, with support from Xbox.
Diablo 4's presence on Game Pass is another significant advantage, broadening its reach. This strategy mirrors the decision to release Diablo 4 on Steam alongside Battle.net—maximizing player accessibility. Fergusson contrasted Diablo 4's premium live service model with the freemium model of Diablo Immortal, highlighting Game Pass's role in removing barriers to entry and consistently attracting new players.
A Diablo Dev's Devotion
Concluding the interview, I inquired about Fergusson's personal gaming habits. His top three games of 2024 by playtime were NHL 24 (third), Destiny 2 (second), and, unsurprisingly, Diablo 4 (first). He boasts 650 hours of Diablo 4 playtime on his personal account alone, excluding work. His current main characters are a Companion Druid and a Dance of Knives Rogue, reflecting his deep-seated passion for the game.
He attributes his consistent engagement to the game's addictive nature and daily routines, contrasting it with his experiences with other, non-live service games. His dedication to Diablo 4 underscores his commitment to its long-term success.
