Rod Fergusson, Diablo general manager, began his DICE Summit 2025 presentation not with triumph, but with a prominent failure: Diablo 3's infamous Error 37. This launch-day error, caused by an overwhelming influx of players, resulted in widespread criticism and became a lasting meme. While Diablo 3 eventually succeeded, the experience underscored the importance of avoiding similar catastrophes, especially given Diablo's evolution into a complex live service game with frequent updates, seasons, and expansions.

The potential for another Error 37-like incident is catastrophic, particularly for Diablo 4's long-term viability as a live service juggernaut. This commitment to live service is a significant departure from previous Diablo titles, emphasizing consistent player engagement and a longer lifespan than its predecessors.

Diablo, Immortal

At DICE Summit 2025, I spoke with Fergusson following his presentation, "Evolving Sanctuary: Building a Resilient Live-Service Game in Diablo IV." He highlighted four key elements for Diablo 4's resilience: scalable infrastructure, consistent content delivery, design flexibility, and proactive player communication. His emphasis on long-term player engagement contrasts sharply with previous Diablo releases, signifying a commitment to the live service model—a model enabling major AAA games to persist, evolve, and adapt far beyond their initial release.

I asked Fergusson about Diablo 4's longevity—is it aiming for immortality? Will it be the definitive Diablo, akin to World of Warcraft? His response indicated a long-term vision, though not necessarily eternal. He emphasized the importance of a clear roadmap, respecting players' time investment, and avoiding the "here today, gone tomorrow" approach. He noted the significant time gaps between previous Diablo releases (over a decade between Diablo 2 and 3, and another decade between Diablo 3 and 4), highlighting the contrast with Diablo 4's more frequent updates.

Fergusson's experience leading the Gears franchise and his involvement with Diablo 4 since 2020 have shaped his approach. He stressed the importance of realistic expectations, citing the delay of Diablo 4's second expansion, Vessel of Hatred, until 2026. Initially planned for a year after launch, the timeline was extended due to prioritizing live game updates and the first season. While 18 months elapsed between Diablo 4's launch and Vessel of Hatred, he avoided committing to a fixed expansion cycle, learning from past experiences of prematurely setting expectations.

Ruining the Surprise…on Purpose

Fergusson's cautious approach is particularly relevant given the team's increased transparency. This includes a content roadmap (revealed in April) and the Public Test Realm (PTR), allowing players to test upcoming patches before public release. Initially hesitant about spoiling surprises, Fergusson now prioritizes a positive player experience, even if it means sacrificing some element of surprise. He argues that a potentially flawed PTR is preferable to a poorly received surprise update.

He aims to expand PTR access to consoles, currently hindered by certification challenges. The support of parent company Xbox is crucial in this effort. Furthermore, Diablo 4's presence on Game Pass significantly broadens its reach, attracting new players, and mitigating the barrier to entry present with a full purchase.

All Hours Diablo

Concluding our conversation, I inquired about Fergusson's gaming habits. He shared his top three games of 2024 by playtime: NHL 24 (third), Destiny 2 (second), and Diablo 4 (first), boasting 650 hours of playtime on his personal account alone. He expressed his continued enjoyment of Diablo 4, highlighting the addictive nature of the game and its integration into his daily routine. He also discussed the importance of considering players who enjoy other games like Path of Exile 2, noting that their seasons should not overlap to avoid forcing players to choose between games.

His personal playtime underscores his deep connection with the game, highlighting his commitment to its long-term success and his understanding of the player experience he aims to cultivate.