At the DICE Summit 2025, Rod Fergusson, the general manager of the Diablo series, kicked off his keynote with a candid reflection on one of the franchise's most notable setbacks: Error 37. This infamous error at the launch of Diablo 3 left countless players unable to access the game, overwhelmed by the sheer volume of simultaneous logins. The incident drew widespread criticism and even became a meme, underscoring Blizzard's initial struggles with server capacity. However, through diligent efforts, Blizzard resolved the issue, and Diablo 3 eventually thrived. This experience has profoundly influenced Blizzard's approach to game launches and service management, particularly as Diablo evolves into a more intricate live service model with Diablo 4.

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." On stage, he outlined four crucial strategies for ensuring Diablo 4's resilience: scaling the game effectively, maintaining a steady stream of content, prioritizing adaptability over design purity, and keeping the community informed about upcoming updates, even if it means sacrificing some element of surprise.

Fergusson emphasized the importance of retaining players over the long term, highlighting the shift from the traditional model of numbered releases to a continuous live service approach. This new direction aims to keep Diablo 4 engaging and relevant, with regular seasons and expansions planned to keep the game evolving.

When asked about the longevity of Diablo 4, Fergusson expressed a vision for the game to last for many years, though he refrained from calling it "eternal." He drew parallels to other live service games but stressed the importance of respecting players' time and commitment. He noted the significant gaps between previous Diablo releases but underscored the different approach Diablo 4 is taking with its aggressive update schedule.

Fergusson's experience with the franchise since joining in 2020, following his tenure with the Gears series, has shaped his cautious yet forward-thinking strategy. He shared that the second expansion for Diablo 4, Vessel of Hatred, was delayed to 2026 due to the need to focus on immediate updates and the first season's launch. He acknowledged the challenges in setting firm timelines, preferring to offer players a sense of security without overcommitting.

Transparency is a key component of Fergusson's strategy, as evidenced by the upcoming content roadmap and the Public Test Realm (PTR). Initially hesitant about spoiling surprises, Fergusson now believes that involving a smaller group in testing can prevent larger issues down the line, ensuring a better experience for the broader player base. He also discussed the potential expansion of the PTR to console players, a move supported by Blizzard's parent company, Xbox.

The integration of Diablo 4 into Xbox Game Pass was highlighted as a strategic move to lower entry barriers and attract more players, similar to the decision to launch on Steam alongside Battle.net. Fergusson contrasted this approach with the free-to-play model of Diablo Immortal, noting the different challenges and opportunities each presents.

In our conversation, Fergusson shared his current gaming habits, revealing his top three games by playtime in 2024: NHL 24, Destiny 2, and, unsurprisingly, Diablo 4. With over 650 hours invested in Diablo 4 on his personal account, Fergusson's passion for the game is evident. He discussed playing various classes, including Companion Druid and Dance of Knives Rogue, and his habit of returning to live service games despite interruptions from other titles.

Fergusson's insights at the DICE Summit 2025 not only shed light on the evolution of Diablo 4 but also underscored Blizzard's commitment to learning from past mistakes and adapting to the demands of modern gaming. His approach to live service games, balancing transparency with player engagement, sets a promising course for the future of the Diablo franchise.