Rod Fergusson, Diablo's general manager, kicked off his DICE Summit 2025 presentation not with a victory lap, but by addressing a notorious Diablo blunder: Error 37. This infamous launch-day error for Diablo 3, triggered by an overwhelming player influx, resulted in widespread backlash and became a lasting meme. While Diablo 3 eventually triumphed, the experience underscored the critical need to prevent similar catastrophes, especially given Diablo's evolution into a complex, continuously updated live service. Another Error 37 would be devastating, particularly for Diablo 4's long-term viability as a persistent live service juggernaut.

Diablo's Immortality?

At DICE Summit 2025 in Las Vegas, I interviewed Fergusson following his presentation, "Evolving Sanctuary: Building a Resilient Live-Service Game in Diablo IV." He highlighted four key pillars for Diablo 4's resilience: scalable infrastructure, consistent content updates, design flexibility, and proactive player communication. His emphasis on sustained player engagement contrasts sharply with previous Diablo titles. While expansions and updates were common, Diablo 4's commitment to live service mirrors the trend of major AAA games extending their lifespan through frequent, significant updates, rather than relying on periodic numbered sequels.

I inquired about Diablo 4's longevity—is it aiming for "eternal" status, like World of Warcraft? Fergusson's response was nuanced. While not aiming for eternity, he envisions a significantly extended lifespan. He emphasized the importance of transparent communication and respecting players' substantial time investment, contrasting this with the lengthy gaps between previous Diablo installments. The aggressive update schedule of Diablo 4, coupled with Fergusson's leadership (he joined in 2020 after leading the Gears franchise), marks a significant shift.

My earlier prediction of a 12-month gap between Diablo 4 expansions proved inaccurate. The second expansion, Vessel of Hatred, was delayed to 2026 due to shifting priorities towards critical live game updates and the first season's launch. The 18-month gap highlights the challenges of precise forecasting. Fergusson learned from this experience, emphasizing a more cautious approach to public announcements, preferring internal certainty before making public commitments.

Transparency Trumps Surprise

Fergusson's cautious approach is deliberate, given the increased transparency planned for future development. This includes a content roadmap (revealed in April) and an expanded Public Test Realm (PTR), allowing players to test upcoming patches before official release. Initially hesitant about spoiling surprises, Fergusson now prioritizes a smoother player experience, even if it means sacrificing some element of surprise for a smaller group. He believes a less-than-perfect PTR experience is preferable to a major post-launch issue arising from an unexpected feature.

“It's better to ruin the surprise for 10,000 people so that millions of people have a great season,” he stated.

Expanding PTR access to consoles is a current challenge, hampered by certification processes and the complexities of console builds. However, Blizzard is actively pursuing this with Xbox's support. The availability of Diablo 4 on Game Pass is also a significant factor, removing a barrier to entry and attracting a steady stream of new players. This contrasts with the potentially slower growth of premium live service games like Diablo 4, compared to free-to-play titles such as Diablo Immortal.

A Diablo Dedication

Concluding our conversation, I asked about Fergusson's personal gaming habits. His top three games of 2024, by playtime, were NHL 24, Destiny 2, and—unsurprisingly—Diablo 4. His 650 hours of playtime (excluding work) on his personal account underscore his deep engagement with the game. He currently enjoys playing a Companion Druid and a Dance of Knives Rogue, highlighting his ongoing passion for the game.

"It's something about the habit of the game," he explained, contrasting the sustained engagement with live service games against the more easily interrupted experience of single-player titles. His dedication to Diablo 4 reflects his personal connection to the game and informs his approach to its ongoing development.