Frequently Asked Question - Why does my display resolution appear to be twice the width of my monitor?

Why does my display resolution appear to be twice the width of my monitor?

It has been noticed that when using Service Center Bootable Diagnostics there are some cases where the environment is incorrectly put under the impression that there are two monitors side-by-side, despite there only being one physical monitor connected. This in turn creates a phantom display, thus stretching the resolution to twice the width to accomodate for said display. This scenario has been narrowed down to having to meet two key factors.

  1. The machine in use is running a Kaby Lake processor (Intel).
  2. The physical monitor being used is connected via the VGA port.

While this does not directly impact most diagnostic tests, it may make it difficult to navigate throughout the user interface and appear to "freeze" during various interactive tests (e.g. Keyboard, Mouse, Monitor). If this occurs we suggest that you press ESC to stop testing at that point due to the difficulty of being able to progress. You should then disconnect your monitor from the VGA port and reattach it to either a Display Port or HDMI port. After rebooting the machine you will now notice that resolution is back in normal condition and you will have no issues conducting these interactive tests on the platform.