Rod Fergusson, Diablo's general manager, kicked off his DICE Summit 2025 presentation not with a victory lap, but by addressing a notorious setback: Diablo 3's infamous Error 37. This launch-day debacle, stemming from overwhelming player numbers, sparked widespread criticism and became a memorable internet meme. 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 with frequent updates, seasons, and expansions. A repeat of Error 37 in Diablo 4, a game heavily reliant on live service, would be devastating.
Diablo's Immortality?
Following his DICE Summit talk, "Evolving Sanctuary: Building a Resilient Live-Service Game in Diablo IV," I spoke with Fergusson. He highlighted four crucial elements for Diablo 4's longevity: scalability, consistent content delivery, design flexibility, and proactive player communication. His emphasis on long-term player engagement marks a significant departure from previous Diablo titles. While expansions and updates were common, Diablo 4's commitment to live service aims for sustained engagement rather than relying on periodic numbered sequels.
When I questioned Diablo 4's lifespan – is it aiming for "eternal" status like World of Warcraft? – Fergusson stated the goal is sustained engagement for years, not indefinite existence. He cited Destiny's ambitious "ten-year plan" as a cautionary tale. Transparency and respecting players' time are key, acknowledging the hundreds of hours players invest. He pointed out the lengthy gaps between Diablo 2 and 3, and 3 and 4, highlighting the difference in update frequency. His leadership, since joining in 2020, brings a new focus on sustained live service.
Learning from past experiences, Fergusson announced at DICE Summit that Diablo 4's second expansion, Vessel of Hatred, was delayed until 2026, extending beyond the initial one-year plan due to prioritizing live game updates and the first season. While the 18-month gap between Diablo 4's launch and Vessel of Hatred isn't set in stone, he's learned to avoid premature predictions about future expansion timelines.
Transparency Trumps Surprise
Fergusson's cautious approach is understandable, particularly with the increased transparency planned. This includes an upcoming content roadmap (April release) and the Public Test Realm (PTR), allowing players to test patches before full release. Initially hesitant about spoiling surprises, Fergusson now prioritizes a positive player experience. He believes a temporary "spoiled surprise" for a smaller PTR group is preferable to a widespread negative reaction to a poorly-received surprise update.
Expanding PTR access to consoles is a current challenge, hampered by certification processes. However, Blizzard is investing in this expansion with Xbox's support. Diablo 4's presence on Game Pass is also proving beneficial, removing barriers to entry and attracting new players. This contrasts with Diablo Immortal's free-to-play model, where accessibility is inherently higher.
A Diablo Dev's Devotion
Finally, I asked about Fergusson's gaming habits. His top three games of 2024 by playtime were NHL 24, Destiny 2, and, unsurprisingly, Diablo 4 (650 hours on his personal account, excluding work). His dedication highlights the game's addictive nature, contrasting with his experiences with other, non-live service games, where he's more easily distracted. His commitment to Diablo 4 stems from a deep-seated love for the franchise, emphasizing the importance of understanding the player's engagement patterns in shaping the future of the game. He also acknowledges the need to avoid overlapping seasons with other similar games to allow players to fully enjoy each experience.
