Control and shift keys on new HP laptop

[Cindyj1]

I recently purchased this HP laptop. I have noticed when trying to highlight multiple cells in excel (both sequential and non sequential) the control and shift keys don't perform this function in the same manner they do on other laptops and desktops.  Am I missing something? They work when performing other functions. They just don't highlight multiple cells in either excel or multiple mails in outlook. i.e I can't hit Ctrl and highlight multiple mails at once. Thanks

[Riddle_Decipher]

@Cindyj1 Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support and we appreciate your patience.

That said, Did you check if the issue occurs on an external keyboard?

While you respond to that, here's what you need to do:

I recommend you attempt the below steps to identify the cause of the failure and resolve it accordingly:

• Try changing the keyboard layout/language and check if it works: Click here for steps.
• Clean the keyboard with compressed air (blow compressed air in the gaps between keys). This removes some lint and dust. 
• Shut down the laptop, remove the battery and cable for a moment, press and hold the start button for 60 seconds
• Replace the battery, restart the notebook,
• if the issue persists, perform an interactive hardware test on the keyboard using the steps mentioned on this link: Click here (look under "Running Component Tests > Keyboard test").

P.S: Welcome to HP Community 😉

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us, 

have a good day, ahead.