Notebook Software and How To Questions

My partner has a new HP Pavillion gaming machine.

Now all of a sudden the up and down arrow keys do not scroll up or down when looking through emails or Facebook... or any website.
When you open up an email and hit the down arrow key instead of scrolling down it 'clicks' into the email and actually scrolls through each line of text like it does when in Word - it has lost the ability to actually scroll.  Even on websites it 'clicks' onto the text or image and does the same.
I have tried removing the driver and restarting... I have done a system restore... I have even used the HP Troubleshooter for the keyboard and nothing seems to work.

I have also done an update search and still nothing.

Now this might be a simple fix (like she has hit a key or something - she has done so before and locked the mouse pad) but even I can't find a way to make it work properly.  I have an Omen HP and mine does not do this.

I've also tried the on-screen keyboard to check the scroll-lock but again nothing is working.
This is now becoming a pain as she can't scroll through like she used to.

The keys are not the problem as they do scroll - it is the fact it 'clicks' into pages, emails, etc. and scrolls in the text like in Word.

Help please?

Dave