Rod Fergusson, Diablo general manager, 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 launch struggles and a widely circulated meme. While *Diablo 3* eventually triumphed, the experience underscored the importance of preventing similar catastrophes, particularly with *Diablo 4*'s ambitious live-service model featuring frequent updates, seasons, and expansions.
The potential for another Error 37-like incident is catastrophic, especially given *Diablo 4*'s commitment to long-term live service. A sustainable live service requires resilience, and avoiding a repeat of past failures is paramount.
Diablo, Immortal
At DICE Summit 2025 in Las Vegas, I spoke with Fergusson following his presentation, "Evolving Sanctuary: Building a Resilient Live-Service Game in Diablo IV." He highlighted four key pillars of *Diablo 4*'s resilience: scalable infrastructure, consistent content delivery, design flexibility, and proactive player communication. His emphasis on long-term player engagement marks a significant departure from previous numbered Diablo titles. While expansions and updates were common, *Diablo 4* represents a full embrace of the live-service model, prioritizing sustained engagement and significant, ongoing changes over the release of new numbered entries every few years.
I asked Fergusson about the long-term vision for *Diablo 4*: is it intended to be an "immortal" game, akin to *World of Warcraft*, or is there a planned transition to *Diablo 5*? While not promising eternity, Fergusson expressed a desire for *Diablo 4* to thrive for years to come. He emphasized the importance of respecting players' time investment by providing a clear roadmap and demonstrating commitment to long-term support.
Fergusson highlighted the significant time gap between previous Diablo releases (over a decade between *Diablo 2* and *3*, and again between *3* and *4*), noting that these games lacked *Diablo 4*'s aggressive update cadence. His leadership, beginning in 2020, has brought a new focus on forward planning, though he's learned the value of cautious predictions.
His DICE Summit announcement of *Diablo 4*'s second expansion, Vessel of Hatred, being delayed until 2026 (instead of the initially planned year-long gap) illustrates this. The team shifted resources to address immediate live-game needs and seasonal content, resulting in an 18-month gap between the launch and the expansion. When asked if this longer timeframe is the new standard, Fergusson avoided committing to a specific schedule, emphasizing the importance of internal certainty before making public announcements.
Ruining the Surprise…on Purpose
Fergusson's cautious approach is especially relevant given the team's commitment to unprecedented transparency. This includes a detailed content roadmap (to be revealed in April) and the Public Test Realm (PTR), allowing players to test upcoming patches before official release. Initially hesitant about the potential for spoilers, Fergusson now views these tools as crucial for ensuring a positive player experience.
He explained that prioritizing a smooth launch for the majority of players outweighs the risk of spoiling surprises for a smaller group of PTR participants. Even potential PTR setbacks are preferable to the fallout from releasing poorly tested content.
Fergusson aims to expand PTR access to consoles, currently limited to PC due to certification and development challenges. He expressed optimism about overcoming these hurdles with support from Xbox, *Diablo 4*'s parent company.
The game's availability on Xbox Game Pass also plays a significant role in player acquisition. Fergusson views Game Pass as a valuable tool for reaching a wider audience, contrasting it with the potential barriers to entry associated with purchasing the full game. He highlights the continuous influx of new players through Game Pass, contributing to sustained player growth.
All Hours Diablo
Concluding our conversation, I inquired about Fergusson's personal gaming habits, seeking insight into his influences. While acknowledging the comparisons between *Diablo 4* and *Path of Exile 2*, he stressed their fundamental differences. However, he recognized player concerns about overlapping seasons in competing games, indicating a willingness to consider such feedback in future updates.
Revealing his top three games of 2024 by playtime, Fergusson listed *NHL 24* (third), *Destiny 2* (second), and *Diablo 4* (first), with over 650 hours logged on his personal account alone. His enthusiasm for the game, even outside of work, underscores his deep-seated passion for the franchise and his commitment to its continued success.
