At the DICE Summit 2025, Rod Fergusson, the general manager of the Diablo series, kicked off his talk by reflecting on one of the franchise's most notable setbacks: Error 37. This infamous error struck at the launch of Diablo 3, blocking countless players from logging in due to overwhelming server demand. The backlash was significant, leading to widespread criticism and even turning the error into a meme. Blizzard eventually rectified the issue, and with considerable effort, Diablo 3 achieved success. However, Fergusson and his team are determined to prevent such a debacle from recurring, particularly as Diablo transitions into a more dynamic live service model with Diablo 4, featuring regular updates, ongoing seasons, and planned expansions.
During the summit in Las Vegas, I had the opportunity to speak with Fergusson after his presentation titled "Evolving Sanctuary: Building a Resilient Live-Service Game in Diablo IV." In his talk, he outlined four crucial elements 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 spoiling some surprises.
Fergusson emphasized the importance of keeping players engaged over the long term, a departure from the traditional release model of previous Diablo games. He detailed plans for content roadmaps and seasons, highlighting a shift towards a live service model that allows for continuous updates and changes, rather than relying solely on new, numbered releases.
When asked about the longevity of Diablo 4, Fergusson expressed a desire for the game to last for many years, though he stopped short of labeling it as eternal. He drew a parallel to Destiny's initial ten-year plan, which didn't fully materialize, and stressed the importance of respecting players' time and commitment to the game. Fergusson, who joined Blizzard in 2020 after leading the Gears franchise, aims to balance long-term planning with adaptability.
Fergusson shared that Diablo 4's second expansion, Vessel of Hatred, was delayed to 2026, extending the timeline from the initially planned 12 months to 18 months between the game's launch and the expansion. He's cautious about setting firm timelines, having learned from past experiences not to commit too early. "I learned my lesson about calling the shot too early," he said, indicating a preference for providing players with a clear but flexible roadmap.
Transparency is a key focus for Fergusson's team, as seen in their plans to release a content roadmap in April and the use of a Public Test Realm (PTR) for upcoming patches. Initially, the team was hesitant about spoiling surprises, but Fergusson now believes it's better to "ruin the surprise for 10,000 people so that millions of people have a great season." He also discussed the challenges of expanding the PTR to consoles, a move supported by Blizzard's parent company, Xbox.
Fergusson highlighted the strategic advantage of having Diablo 4 on Xbox Game Pass, which removes entry barriers and attracts a steady stream of new players. He contrasted this with the free-to-play model of Diablo Immortal, noting the different dynamics at play when a game is behind a pay gate.
As our conversation concluded, I asked Fergusson about his gaming habits and whether he had tried Path of Exile 2. He dismissed comparisons between Path of Exile 2 and Diablo 4, stating, "They're very different games." However, he acknowledged the feedback from players who enjoy both games and the importance of not overlapping seasons to allow players to enjoy each game without having to choose.
Fergusson shared his top three games of 2024 by playtime: NHL 24, Destiny 2, and, unsurprisingly, Diablo 4, with 650 hours logged on his personal account. He's currently playing as a Companion Druid and a Dance of Knives Rogue, showcasing his deep love for the game. "It's something about the habit of the game," he explained, describing how he balances playing various games while maintaining a strong connection to Diablo.
