At the DICE Summit 2025, Rod Fergusson, the general manager of the Diablo series, kicked off his talk by reflecting not on triumphs, but on one of the franchise's most notorious setbacks: Error 37. This infamous error plagued the launch of Diablo 3, preventing countless players from logging in due to an overwhelming influx of users. The fiasco led to widespread criticism of Blizzard's launch management and even turned into a meme. Despite the rocky start, Blizzard managed to rectify the issue, and Diablo 3 eventually thrived. However, the memory of Error 37 looms large, pushing Blizzard and Fergusson to ensure such a debacle never repeats, especially as Diablo evolves into a more intricate live service model with regular updates, seasons, and expansions. Diablo 4, in particular, has fully embraced this live service approach, making the stakes higher than ever. A repeat of Error 37 could prove disastrous, threatening the game's longevity and its aspirations to become a sustained live service powerhouse.
Diablo, Immortal
During the DICE Summit 2025 in Las Vegas, I had the opportunity to speak with Rod Fergusson following his presentation titled "Evolving Sanctuary: Building a Resilient Live-Service Game in Diablo IV." In his talk, Fergusson outlined four crucial strategies for maintaining Diablo 4's resilience: scaling the game effectively, maintaining a steady flow of content, prioritizing adaptability over design purity, and keeping players informed about future updates, even at the cost of maintaining surprise.
Fergusson emphasized the importance of engaging players consistently and over the long term. He detailed the team's approach to content roadmaps and long-term planning, marking a significant shift from the traditional model of numbered Diablo releases. This new direction aligns with the broader trend of AAA titles evolving into long-lasting live service games, rather than relying on periodic new releases.
When asked about the future of Diablo 4, Fergusson hinted at a long-term vision without committing to an indefinite run. "We want it to be around for years," he stated, drawing parallels with Destiny's initial ten-year plan but cautioning against overpromising. He underscored the importance of respecting players' time and investment, acknowledging that Diablo games demand hundreds of hours of play. Fergusson's leadership, since joining in 2020 from the Gears franchise, has been pivotal in steering Diablo towards this live service model, balancing forward-thinking with pragmatic planning.
Fergusson's experience taught him the value of cautious forecasting. He shared that the second expansion for Diablo 4, Vessel of Hatred, was delayed to 2026 due to the team's focus on immediate updates post-launch and the first season's rollout. This shift extended the gap between the launch of Diablo 4 and the expansion to 18 months, rather than the planned 12. Fergusson is hesitant to set a new standard for expansion timelines, preferring to keep players informed without overcommitting. "I learned my lesson about calling the shot too early," he admitted, highlighting the need for internal certainty before public announcements.
Ruining the Surprise…on Purpose
Fergusson's approach to transparency is a key aspect of Diablo 4's live service strategy. He discussed the use of a content roadmap, set to be revealed in April, and the Public Test Realm (PTR), which allows opted-in players to test upcoming patches. Initially, the team was apprehensive about spoiling surprises, but Fergusson has embraced transparency, stating, "You just realize that it's better to ruin the surprise for 10,000 people so that millions of people have a great season." He emphasized that a short-lived PTR issue is preferable to a prolonged recovery from a surprise update gone wrong.
Expanding PTR access to console players is another goal, though currently limited by certification challenges and the complexities of console updates. With support from parent company Xbox, Blizzard is working to overcome these hurdles. Fergusson also highlighted the benefits of Diablo 4's inclusion in Xbox Game Pass, which removes entry barriers and attracts a steady influx of new players, contrasting with the premium model of Diablo 4 and the free-to-play approach of Diablo Immortal.
All Hours Diablo
In our concluding discussion, I inquired about Fergusson's recent gaming experiences, hoping to glean insights into his inspirations. He dismissed comparisons between Diablo 4 and Path of Exile 2, asserting, "They're very different games." Yet, he remains mindful of players who enjoy both, ensuring that season schedules do not overlap to allow fans to enjoy each game without conflict.
Fergusson shared his top three played games of 2024: NHL 24, Destiny 2, and, unsurprisingly, Diablo 4, with a staggering 650 hours on his personal account. He's currently enjoying playing as a Companion Druid and has recently started a Dance of Knives Rogue, showcasing his deep-rooted passion for the game. "It's something about the habit of the game," he explained, highlighting how Diablo 4's engaging gameplay pulls him back, even amidst other gaming pursuits like Cyberpunk, Witcher 3, and Space Marines 2000. His dedication to Diablo, both professionally and personally, underscores his commitment to its future success.
